Program Director Workplace Experience

Job Information:

Role: Program Director [Workplace Experience]
Job Family/Function:Program & Project Management / Program Management/ Workplace Experience

About the Role:

As a CBRE Program Director, you will assist with the management of teams who are responsible for the delivery of a portfolio of projects and programs. The purpose of the leadership position is to focus on differentiating CBRE from its competition by implementing and delivering Experience Services in areas such as reception, mail & document services, meeting & events and workplace care across multiple accounts. As the Subject Matter Expert (SME) in Experience Services, your industry expertise and knowledge is critical for the creation and delivery of operational strategic programs and elevated service delivery. The role will analyze, evaluate, create and deliver operational plans for accounts to provide industry leading, best in class services to our customers and clients.

What You'll Do:

• Evaluate scope of work to understand the workload to determine headcount required to successfully perform daily operations

• Services include, but are not limited to: Concierge, Reception/Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, 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 and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.

• Create materials that can be presented to the client on the methodology and industry knowledge that has been applied to create a staffing and operational model to deliver services

• Utilize cross-functional roles to deliver a cost-competitive solution for staffing and resource utilization

• Conduct assessments of current processes and identify areas for improvement.

• Assist account teams with troubleshooting operational challenges and implementing solutions

• During transitions/implementations, oversee the recruiting and hiring of new employees and coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.

• Financial understanding and ability to track and explain budget variances

• Tracking of time and timely recording for financial and operational reporting purposes

• Provide support in assigning resources to a specific project or program. Facilitate regular meetings to review project status for active and pending projects.

• Train staff and assist with the development of processes and services to support client requests and needs.

• Report the status of individuals and groups of projects and programs to Sr. Management.

• Attention to detail and ability even when unable to see personnel or operations in person

• Oversee cross-functional projects and programs from end to end. Initiate the development of a program charter and integrated timeline. Ensure all functions remain on schedule, issues get resolved, and the program is completed successfully.

• Manage internal, external and vendor relationships in support of the program to meet time critical deliverables and deadlines

• Apply a robust knowledge of multiple disciplines, the business, and key drivers which impact departmental and cross-functional performance.

• Lead by example and model behaviors that are consistent with CBRE RISE values. Persuade managers and other colleagues to act while being guided by the organization's functional business plans. Negotiate with external partners, vendors, and customers of divergent interests to reach a common goal.

• Identify and solve multi-dimensional, complex, operational, and organizational problems leveraging the appropriate resources within or outside the department.

• Significantly improves and changes existing methods, processes, and standards within job discipline.

• Intuitive nature, willing to ask questions and determine root cause solutions to improve the operation

• Able to travel up to 35-40% of the time, with some weekend travel required

What You'll Need:

• HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years experience for every year of higher level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred.

• Minimum of 10+ years related, with 5 of those in management or supervisory capacities preferred (e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager).

• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.

• Able to articulate complex concepts and ideas in a simple, easy-to-understand manner to all levels of personnel within an organization up to senior leaders.

• Communicate clearly and document processes in a concise manner

• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.

• Leadership skills to set, manage and achieve targets with a direct impact on multiple department results within a function.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, Teams, etc.

• Excellent organizational skills and an advanced inquisitive mindset