Sr Workplace Experience Manager - IFM Site Lead (Onsite)

ABOUT THE ROLE

This role sits at a flagship client account in Boston, a high-profile environment with its own culture, stakeholder relationships, and definition of excellence. It's a client with high expectations and a strong brand identity that is reflected throughout the workplace experience. You're leading a multifaceted operation that includes workplace experience, reception, facilities coordination, and meetings and events support. You'll oversee vendor relationships, budget responsibilities, and serve as a key client contact, ensuring the site consistently delivers a welcoming and well-managed experience. Your team supports concierge services, workplace experience programs, meeting and event coordination, reception operations, and facilities services. You'll hire, develop, and coach team members while fostering a culture of hospitality, accountability, and continuous improvement. You'll also serve as a trusted resource for both your team and client stakeholders when challenges arise or important decisions need to be made. Senior stakeholders expect a seamless, high-quality experience, and the site benefits from leaders who are visible, engaged, and proactive. This role follows a standard on-site work week. Occasional evening or weekend support may be needed for key meetings, events, or business initiatives, but these situations are planned in advance whenever possible. The upside: this role offers meaningful scope, visibility, and leadership opportunity. Flagship accounts provide exposure to senior stakeholders, complex operations, and best-in-class workplace experience practices. If you enjoy building strong teams, elevating service standards, and creating exceptional workplace experiences, this role offers a unique platform to make an impact. You'll also have the opportunity to support a variety of meetings, programs, and events that bring people together and help strengthen workplace culture, including interactions with senior leaders and distinguished guests.

WHAT YOU'RE ULTIMATELY ACCOUNTABLE FOR

The performance and standards of a flagship account across workplace experience, meetings and events, reception, and facilities services. Building, developing, and leading a high-performing team. Ensuring meetings, events, and workplace programs are thoughtfully planned and executed to support business objectives and deliver a positive attendee experience. Managing site budgets and vendor partnerships to ensure quality, efficiency, and value. Building trusted relationships with client stakeholders and maintaining a strong partnership between CBRE and the client. Supporting site safety, compliance, and business continuity programs and ensuring operational readiness.

A TYPICAL DAY MIGHT LOOK LIKE

You arrive early enough to walk the site before the building fills, ensuring spaces are ready for the day and team members have what they need to succeed. You begin with a quick leadership check-in to align on priorities, visitor activity, scheduled meetings, and upcoming events. Throughout the day, you may move between reviewing vendor proposals, coaching a team member, meeting with client stakeholders, and collaborating with facilities partners to ensure a seamless workplace experience. You could spend time reviewing plans for an upcoming employee program or executive meeting, helping your team refine service processes, and remaining visible on the floor to support both employees and guests. Before wrapping up, you review upcoming coverage needs, check progress on key initiatives, and recognize team members who helped create a great client or employee experience.

WINNING IN THIS ROLE MEANS

The client views you as a trusted partner and advisor. Your team is engaged, developing, and consistently delivering excellent service. Meetings, events, and workplace programs are well organized, well received, and aligned with client goals. The workplace operates smoothly and maintains a consistently high standard of service. Vendors and budgets are managed effectively and strategically. Operational procedures and continuity plans remain current, practical, and actively used.

YOU'LL LOVE THIS ROLE AND SUCCEED AT IT IF

You are a hospitality and workplace experience leader at heart. You've led service-oriented environments before and understand how great experiences are created through thoughtful operations, strong teams, and attention to detail. You develop people effectively, provide ongoing coaching, and create an environment where individuals can grow and perform at their best. You're comfortable balancing multiple priorities, maintaining composure under pressure, and adapting when plans evolve. You take ownership of the full workplace experience, understanding how hospitality, facilities, technology, reception, and meetings and events work together to create a successful environment. You excel at building strong stakeholder relationships and establishing trust through consistency, communication, and sound judgment.

THIS MIGHT NOT BE THE RIGHT ROLE FOR YOU IF

Your experience is primarily focused on facilities or property management without significant exposure to workplace experience, hospitality, or service delivery. You prefer highly independent work with limited interaction with clients, senior leaders, or team members. You are less interested in coordinating workplace programs, meetings, and events as part of a broader workplace experience strategy. You prefer a schedule with little flexibility for occasional business-related events or special initiatives. You are uncomfortable providing performance feedback, coaching employees, or holding teams accountable to service standards.

REQUIREMENTS

5-8 years of relevant experience in hospitality, workplace experience, customer experience, operations, or related service-focused environments. Demonstrated experience leading and developing teams through hiring, coaching, and performance management. Experience managing vendor relationships, budgets, and service contracts. Flexibility to support occasional evening or weekend meetings, events, or business initiatives. High school diploma or GED required; bachelor's degree preferred.

STRONG PREFERENCES

Prior experience at a flagship, VIP, or high-profile client account Experience managing hard and soft facilities services in tandem with hospitality or experience delivery Familiarity with event planning software (Momentus or similar), facilities CMMS, and budgeting/PO tools Proficiency in Microsoft Office, Slack, and Airtable

LOCATION

This role is based in Boston, MA and requires full-time, on-site presence at the client location. The core schedule is on-site business hours, with evenings and weekends required around high-profile events. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. #J-18808-Ljbffr CBRE Group, Inc.