30 days old

Workplace Experience Manager

Cleveland, OH 44114

We are Host! Designed to complement CBREs occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply: our goal is to help people work smarter and delight in doing it. This position is responsible for managing exempt and non-exempt employees on all aspects of the delivery of the occupant/visitor experience services for a large building, campus, or portfolio. Oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives.   

  

CLIENT/ACCOUNT OVERVIEW


Two Institutions, One Ambitious Goal: Transform Global Health Care:

Case Western Reserve University and Cleveland Clinic are building the future of health care with the Health Education Campus (HEC) and Dental Clinic (DC).  The Sheila and Eric Samson Pavilion welcomes dental, medical, nursing, and physician assistant students to a space expressly designed to advance inter-professional education.

 

"For health care workers to work well together, they need to learn together. They need to take classes together, study together, eat and 'hang out' with each other."

 

Barbara R. Snyder, President, Case Western Reserve University

 

Starting with a 21,600-square-foot atrium that includes dining, the entire building actively encourages interaction. From shared lounge and study areas to classrooms planned around group work, the building provides faculty and students constant opportunities for informal interactions as well as joint courses and other academic activities.  The conference center, which features a 7,000-square-foot auditorium and 4,800-square-foot lecture hall, will further encourage collaboration and innovation.

 

The HEC was designed by world-famous architect Lord Norman Foster (Foster + Partners of England) and is a $515 million, 485,000 square foot building on an 11-acre site.  His credits include some of the world's most impressive and astonishing contemporary buildings and structures, including the bone-thin Millau Viaduct in France; the renovated Reichstag in Berlin, whose glassy dome has become a symbol of transparent government; and the HSBC Tower in Hong Kong, which displays its elegant, earthquake-resistant steel structure outside its glass skin.

 

Case Western Reserve University and Cleveland Clinic have formed a joint venture and CBRE is privileged and honored to be selected to manage this state-of-the-art two-building campus and to ensure the highest occupant experience for the students, faculty, and visitors from around the world.  Our Client is a joint venture of multiple owners with multiple buildings.  The buildings are designed with some of the most technologically advanced MEP/BAS systems to maximize efficiency and occupant comfort. 

 

Cleveland Clinic/CWRU Health Education Campus Video: https://youtu.be/KAHHLtKBdx8

 
TEAM OVERVIEW

The HEC-DC will be led by Senior Operations Manager who will responsible for overall client relationship management, facilities operations, and the occupant experience.  Reporting to the Senior Operations Manager will be the Chief Building Engineer Supervisor and the Campus Experience Manager.  The Chief Building Engineer Supervisor will be responsible for running and managing the facilities management team for both buildings and the Campus Experience Manager will be responsible for the occupant/visitor experience.

 
JOB SUMMARY

This position is responsible for managing exempt and non-exempt employees on all aspects of the delivery of the occupant/visitor experience services for a large building, campus, or portfolio. Oversees the development and execution of operating policies and procedures ensuring they are aligned with the client's business needs, goals and objectives.  You will be measured on your ability to build, across all schools, a positive student community and cultivate a strong faculty network in line with weekly and monthly targets through services, events, initiatives, and partnerships, supported by the Senior Operations Manager.   

 

Goals & Objectives:

 

Collaborate with the Schools to identify, develop, achieve buy in, and execute on opportunities and strategies to continually improve the education experience and our value proposition

 

Produce and deliver services that drive a positive student and faculty community across all schools

 

Launch and maintain an active and engaged campus, facilitating the growth of each program and service 

ESSENTIAL DUTIES AND RESPONSIBILITIES

As a Player-Coach, the Campus Experience Manager will have management and hands-on responsibilities.Duties and responsibilities will include but not be limited to:  

 

Be ultimately responsible for the health of campus and experience within the buildings

 

Be ultimately responsible for the performance of the Campus Experience Team

 

Build a strong brand through executing marketing/communication campaigns within the student population, in partnership with the Schools.

 

Build and manage high-level relationships and partnerships within the Schools and Student Organizations.

 

Network, research, and create opportunities based on the unique needs within each School

 

Work closely within the Campus, Operations, and Maintenance teams to ensure the highest level of User experience and satisfaction

 

Manage day-to-day user needs and work to get to know School staff and Students and develop meaningful relationships to provide them with the best resources and opportunities possible.

 

Coordinate and run events and ongoing tailored services and programming, with the ability to assess outcomes, receive feedback, analyze methods and techniques, and participate in the ongoing development of events and programming. You will work with the Senior Operations Manager to use that information to learn how the overall Program can improve.

 

Develop campus initiatives designed to create connections between Students, including student introductions, overseeing events, electronic and print communications, and building walk-throughs for guests and visitors.

 

Solve School/Student-related issues to ensure a cohesive campus and manage School expectations.

 

Ensure all stakeholders are looped into student and faculty events happening on campus

 

Be part of the student ombudsperson program as an effective part of the Schools network supporting the emotional and physical requests of our students

 

Be the CBRE point of contact for student and faculty concerns. This is both for feedback as well as using your emotional intelligence to show students and faculty how to successfully get the most out of the developed programs

 

Cultivate and facilitate/lead the Student and Faculty Networks to develop Program Ambassadors and identify opportunities for current and future programs.

 

Keep track of student and Program rosters, calendars, communication lists and more.

 

Support the Schools in making strategic decisions regarding the operational performance of the campus.

 

Manages a team in one or more offices; provides direction on employee management (e.g. recruitment of talent, performance management, etc.); makes recommendations on budgets and cost-benefit cost reductions.

 

Manages an operating budget and makes recommendations on annual budgets; Ensure all billings for business services are invoiced and billed as required. Ensures that savings goals are met and adhere to approved budgets.

 

Ensures consistency in support provided by the team through continuous review and improvement of existing processes. Works with managers to resolve conflicting priorities. Interprets and communicates goals and direction with management, sets achievable goals that are linked to the objectives of the organization.

 

Manages Campus Experience Team member and third-party service provider on-boarding process, including new employee orientation, training, equipment and software ordering.

 

Maintains relationships with vendors that provide services and goods. Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.

 

Manages accuracy, production, quality and retention of program materials; which may include administration of SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines.

 

Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients.

 

Ensures safety standards are met by those delivery workplace experience services; whether company employees or third-party service providers.

 

Assists in the completion of the office Business Continuity plan.

 

Performs other duties as assigned.

 

Manages delivery of Campus Services. Services may include, but are not limited to:

 

Concierge

Reception / Switchboard

Room Management

A/V Support

Meeting & Event Management

Campus Programs

Workplace Coaching & Onboarding

Food Services

Parking & Commute

Bicycle & Local Shuttle

Supported Employment

Company Store

Pet Programs

Document Services

Mail Services

Record Archiving

Office Supply Management

Moves, Adds, Changes

Furniture Management

Space Reset

Workplace Onboarding 

SUPERVISORY RESPONSIBILITIES

 

Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

 

Set the tone for the team, demand performance, and drive results while also growing the next generation of leaders.

 

 

   

 

 

   

 

 

   

 

 

   

 

 

   

 


 

Requirements

QUALIFICATIONS
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Experience and Requirements: 
 
The requirements listed below are representative of the knowledge, skill, and /or ability required.
 
 
Skills and Experience in strong communication, operations, project management, event production, and/or customer service from an experience-based environment.
 
 
Assertive and have a strong drive to develop those around you, being an inspirational leader.
 
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.
 
Strong operations background.
 
Entrepreneurial experience is a plus.
 
Marketing and sales principles.
 
Public relations principles.
 
Budget administration principles.
 
Program coordination principles.
 
Experience in planning strategic growth.
 
Managing a team.
 
Assertive and have a strong drive to develop those around you, being an inspirational leader.
 
Experience consulting, familiarity with business and product strategy.
 
Healthcare and education background is highly desirable.
 
More about you:
 
You are super energetic, friendly, and openly optimistic
 
You are resilient and relish the opportunity to tackle whatever challenges come your way
 
You love people - and want to be surrounded by them all the time!
 
You have a high EQ and dont shy away from giving tough feedback.
 
You have a passion for campus organizing, education, and healthcare
 
You have some experience managing and executing small- and/or large- scale events
 
You are scrappy, detail oriented, and you are known for your flawless organizational skills
 
If you have experience working with students, engaging a healthcare audience, and/or building educational communities, that's a plus!
 
Critical Competencies for Success

Doer:

You do what you love!

Credibility is earned through execution and getting things done.

You get into the details and deliver results under highest expectations on time and quality.
 
Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.

Pragmatism and outcomes orientation are valued.

Thrive in a fast-paced environment while maintaining excellent attention to detail.

Solution-centric:

You have the flexibility to think outside the box.

You have the ability to foresee and identify the needs of the team.

You take an innovator and creators approach to any issues that may arise.

Collaborator:

There is no room for I. Every role and individual is in the organization to serve We.

Builds trust across the organization by being a good listener and inclusively soliciting input.

You are open to new and innovative solutions.

You must present well and communicate clearly and effectively to Schools Leaders and internal departments.

Youre willing to adjust course when appropriate new ideas or objections are raised.

You love working with people! 
    
Campus Management & Events:

Manage all front of house operations and communicate with Schools to ensure the highest level of Student/Faculty satisfaction.

Develop campus initiatives designed to create connections between Students, including student introductions, overseeing events, electronic and print communications, and building walk-throughs for guests and visitors.

Solve School/Student-related issues to ensure a cohesive campus and manage School expectations.

Meet with Faculty and Students to resolve issues and other issues of complexity.

Oversee events to ensure there are excellent outcomes that meet program expectations.

Proactively gather data on requested amenities or services and identify how to partner and drive

Faculty and Student satisfaction by meeting those requests.

Identify opportunities to connect schools together.

Design and implement rules, guidelines and best practices for the campus to optimize the experience.

Recommend best practices, including but not limited to campus management, events, training, and experience on a company-wide level.

EDUCATION and EXPERIENCE 
 
HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 6 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred. Previous supervisory & customer service experience preferred.
 
CERTIFICATES and/or LICENSES
None

COMMUNICATION SKILLS 

Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. Comfortable meeting and engaging with new people. Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
 
FINANCIAL KNOWLEDGE

 Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.  

REASONING ABILITY

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

OTHER SKILLS and/or ABILITIES
 
Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. 
Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.
 
Physical ability to assist with warehouse operations. Able to lift 50 lbs.
 
SCOPE OF RESPONSIBILITY

Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause long-term impact to co-workers, supervisor, department and/or line of business.
 
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
 
Complete at a satisfactory level all required and assigned HSE training

Follow all activity policies and procedures, including all HSE related requirements at all times

Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.

Report any condition which you feel could result in an accident or injury and / or stop work if required.
 
In addition:
 
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:

Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly
 
Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders
 
Support stop work authority when it is exercised in good faith.
 
Communicate any / all potential workplace hazards and workplace procedures
 
As a Manager:
 
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
 
Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly
 
Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
 
Support stop work authority when it is exercised in good faith
 
Communicate any / all potential workplace hazards and workplace procedures     

 

 

 


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Posted: 2019-10-18 Expires: 2019-12-17

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Workplace Experience Manager

CBRE
Cleveland, OH 44114

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