Regional Workplace Lead

Overview

Job Title
:
Regional Workplace Experience Lead

Job Description Summary

The Lead Ambassador is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they are able to thrive in a dynamic environment. The Ambassador Lead will be responsible for the day-to-day management of the Ambassador team at a specific building or set of buildings.

They will leverage employee data (both quantitative and qualitative) to help to continuously improve the program and take the employee workplace experience to the next level. In doing this, they will partner with cross functional teams to implement the strongest and most meaningful solutions. The ideal candidate will be a strong people leader, with a hospitality-focused mindset, showcasing a contagiously positive attitude and exceptional communication skills.

We are looking for a highly collaborative self-starter who will thrive in situations where he/she can interact with and help people.

• Responsible for the day-to-day people management duties for all Ambassadors at a specific building or set of buildings. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations.
• Provides operational oversight of the Workplace Experience Program for a dedicated building or set of buildings and coordinates daily with other service line leads, direct reports, and the Workplace Experience Manager.
• Functions as the primary escalation point for Ambassadors and ensures all complaints, questions and concerns that were escalated have been properly addressed.
• Cross trains Ambassadors assigned to various spaces in the building – Conference Spaces, Concierge Desks, open workstations - to promote uniformity and to expand the Ambassadors knowledge base so that they are able to support end users holistically.
• Identifies and escalates gaps in service or process improvements and collaborates with the Manager to implement new, innovative solutions.
• Oversees space readiness and quality of service across the building, and services heavily trafficked spaces as needed to support the delivery of team responsibilities.
• Provide high touch support to key stakeholders and VIPs in the workplace. This includes, providing employees with tools, support, information, and way finding.
• Provides a warm welcome to all associates and guests, leaving them with a positive and professional first impression.
• Reviews voice of the employee data (quantitative and qualitative) to capture service needs. Track’s themes and trends to share with the Manager.
• Functions as the eyes and ears of the workplace and proactively submits work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.

• Communication – Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• EQ – Showcase exceptional emotional intelligence and empathy
• Organized – Detail oriented, confident, self-starter with exceptional organizational skills
• Proactive – Maintain a “can do” mentality with the ability to act with minimal information
• Leader – Represents the goals and culture of the program. Mentors and coaches peers.
• Character – Demonstrate integrity, accountability, self-awareness, and strong work ethic. Showcase strong business acumen.
• Professional – Project an approachable and professional image in personal appearance, manner, and demeanor.
• Resilient – Ability to work under pressure, while acting in a calm manner
• Technology Proficiency – Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.

• College Degree Preferred
• Minimum of 3 years of related work experience in real estate services, travel/hospitality, retail, customer service

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to…