Workplace Experience Manager

Workplace Experience Manager

Key Purpose

The Workplace Experience Manager is a warm and welcoming, innovative, agile, tech-savvy placemaker, and a detail oriented, skilled planner and project manager. They are responsible for creating, organizing, planning, and monitoring our client’s work environment by providing world-class service and community events to their teams.

The Workplace Experience Manager is responsible for supporting a workplace experience strategy at the site, executing a variety of curated events such as service celebrations, wellness events, multi-cultural events, recognition programs and more. They will lead, develop, and deliver an exceptional curated experience for clients, colleagues, and guests. The manager will partner and collaborate across all service streams (e.g., Catering, Meetings & Events, Audiovisual, Transportation, Facilities, Front of House) ensuring timely execution.

Working closely with the customer, the Workplace Experience Manager will also create the best possible environment for innovative collaboration by making spaces (e.g., working, collaboration, meeting, event) inspiring and engaging; configuring space for different types of teamwork; providing inspirational talks and content - not business as usual; reconfiguring space and adding inspirational elements to energize teams and shift perspectives in workshops and events.

Success Criteria

• Comply with safety rules, policies, and procedures
• Clear linkage between OneISS vision and client needs
• Heavy emphasis on customer service and partnering with executive, facilities management, and multiple vendor representatives
• Maintain clean work area
• Communicate with the team, manager, co-workers, and clients professionally
• Perform work assignments in a team with other employees as needed
• Fill in during staff shortage
• Use proper personal protective equipment
• Present a professional appearance and conduct
• Understand customer service and satisfaction 
• Understand reporting systems and the environment
• Instill trust
• Demonstrate outstanding organizational skills and attention to detail 

Key Areas of Collaboration and Influence

• Realize the importance of a team working environment
• Communicate and work effectively across all service line teams of the site (ISS, other service providers and customer functions)
• Collaborate with colleagues across the company so that information is disseminated effectively
• Participate in project groups and meetings as required
• Promote the OneISS Vision
• Transfer best practice
• Use the site to promote and further develop ISS

Ideal Candidate Experience

• Must have a Bachelor's degree in Business, Hospitality, Marketing, or similar
• 5+ years of work experience in a similar role (e.g., Facility Management, Event Management, Concierge, Hospitality, Front Desk)
• Experience in planning, budgeting, and marketing
• Demonstrated leadership and vision in managing and influencing people
• Strong computer proficiency skills (Word, Excel, PowerPoint)
• Demonstrates excellent interpersonal skills
• Can effectively communicate and relate to all levels within and outside the organization
• Creates and builds positive and productive relationships

Key Accountabilities

• Partners with customers in order to tailor experience initiatives to customer purpose, strategy, and mission critical activities
• Brings the latest trends, inspiration and thinking within workplace design, experiences, and engagement to our customer’s site
• Architects memorable experiences for our customer’s site, delivered through talented service employees and subject matter experts
• Brings to life customized workplace events focused on increasing employee productivity and engagement
• Delivers environments and activities that promote workforce health and well-being
• Shares knowledge from the ISS global network of creating workplace experiences across many different industries
• Partners closely with food services/catering lead, customer and all service lines for event planning and production (including menus, presentation, cost containment, venues, equipment logistics, room setups and best practices) to ensure the best experience
• Leads site tours for guests of our customer and ISS
• Embeds into the site environment working alongside our service teams for the employees of the company
• Recognizes celebrates that people have different needs based on their role, demographics, and culture
• Observes the workplace environment and culture to identify the experiential needs across all ISS operational touchpoints
• Accelerates improvement in workplace energy and engagement by serving as a process catalyst
• Advises on how to develop an environment for increased creativity and productivity
• Connects operational needs with service deliveries to implement the workplace strategy and design aiming to benefit all employees
• Engages with the local community by attending events and networking with start-ups and organizations; manages key initiatives related to enhancing community experience, creating efficiencies and incremental revenue streams
• Measures the success of events and curated experiences through quantitative and qualitative methods
• Presents workplace experience monthly reports including curated events, return on investment (ROI) and benefits
• Manages any workplace experience coordinator/host positions at the site (including recruiting, orienting, supervising, training, evaluating, and recognizing)

Physical Demands & Work Environment

• Sitting at a computer for 50% of the time
• Walking/inspecting the site 50% of the time
• Must be able to lift a minimum of 10 pounds
• Must be able to work under pressure and time deadlines during peak periods

ISS offers full-time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $100000 per year-$105000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.

As a global organization, ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and to positively influence the market wherever we operate.