What are the responsibilities and job description for the Workplace Experience Manager position at ESFM® USA?
Company Description ESFM® USA is the corporate facilities management division of Compass Group USA, supporting clients across corporate, education, and healthcare environments. The company self-performs most hard and soft services, including facilities maintenance, ESG programming, lab support, cleaning, landscaping, workplace solutions, and managed services. ESFM focuses on creating safe, healthy, and sustainable workplaces that elevate user experiences and drive employee engagement and productivity. Its clients include many Fortune 500 organizations in life sciences, technology, oil and gas, manufacturing, and related markets. ESFM has earned multiple industry awards recognizing its leadership in safety, sustainability, and thought leadership.
Role Description The Workplace Experience Manager is a full-time, on-site role based in Boston, MA, responsible for overseeing daily workplace operations and ensuring a high-quality, hospitality-driven experience for building occupants. This role coordinates facilities services, vendor activities, and workplace programs to maintain a safe, clean, and engaging environment. The Workplace Experience Manager partners with client stakeholders to understand employee needs, resolve service issues, and implement experience-enhancing initiatives. Typical duties include monitoring service performance, supporting events and room management, tracking workplace metrics, and contributing to continuous improvement efforts aligned with ESFM’s safety, sustainability, and user experience pillars. The role also involves leading or supporting projects related to workplace enhancements, communication plans, and customer feedback.
Qualifications
Role Description The Workplace Experience Manager is a full-time, on-site role based in Boston, MA, responsible for overseeing daily workplace operations and ensuring a high-quality, hospitality-driven experience for building occupants. This role coordinates facilities services, vendor activities, and workplace programs to maintain a safe, clean, and engaging environment. The Workplace Experience Manager partners with client stakeholders to understand employee needs, resolve service issues, and implement experience-enhancing initiatives. Typical duties include monitoring service performance, supporting events and room management, tracking workplace metrics, and contributing to continuous improvement efforts aligned with ESFM’s safety, sustainability, and user experience pillars. The role also involves leading or supporting projects related to workplace enhancements, communication plans, and customer feedback.
Qualifications
- Strong Customer Service and Customer Experience skills to build relationships, respond to needs, and enhance the day-to-day workplace environment.
- Effective Communication skills, including clear verbal and written communication, active listening, and the ability to convey information to diverse stakeholders.
- Robust Analytical Skills to interpret workplace data, monitor performance metrics, and support data-informed decisions and process improvements.
- Demonstrated Project Management capabilities to plan, coordinate, and execute workplace initiatives, events, and service improvements.
- Experience in facilities management, corporate workplace operations, hospitality, or related fields is highly beneficial.
- Ability to collaborate with cross-functional teams, vendors, and client leadership in a fast-paced, on-site environment.
- Proficiency with basic office software and workplace management tools; familiarity with safety and sustainability practices is an asset.
- Relevant education or equivalent experience in facilities management, business, hospitality, or a related discipline.