Soft Services Manager

This position supports the Soft Services Director and Regional Facilities Directors in delivering comprehensive facilities and experience-focused services for the account team, encompassing soft services, facilities management, customer experience training, and overall operations. The Soft Services Lead assesses, recommends, and implements service offerings that positively impact workplace experiences for the client's employees and guests. This role involves collaborating on program development, reviewing operational performance, ensuring compliance with policies and audit standards, and driving continuous improvement through innovative processes that enhance service delivery while reducing operating costs.

• Consulting and collaborating with the Soft Services Director and Regional Facilities Directors on service delivery program development and execution while reviewing operations, staffing, performance, and development of the Facility/Workplace Experience program
• Working with all levels of the account team to ensure excellence in service delivery and high customer satisfaction across office services, reception/guest services, meeting services, mailroom, vendors, and facilities services
• Supporting the Soft Services Director and Regional Facilities Managers in implementing short and long-term projects for the client while assisting in ensuring compliance with client and company policies and minimum audit standards
• Exploring and recommending innovative programs, processes, and procedures to reduce short and long-term operating costs, increase productivity, and improve client and guest workplace experiences
• Engaging in a culture of continuous improvement and innovation by leveraging available internal and external resources to bring ideas, best practices, and tools to enhance the workplace experience program

• High school diploma or equivalent
• Minimum of seven years of facilities, retail, or hospitality industry experience
• Knowledge of real estate, facilities soft services, and hospitality services
• Computer proficiency with MS Office (Word, Excel, PowerPoint) and ability to learn PC and web-based applications
• Strong belief in customer service and professionalism with a strong sense of teamwork
• Self-motivated, self-starter qualities with high energy who thrives in a fast-paced environment and embraces challenges

• Bachelor's degree or equivalent work experience in Facilities Management or Hospitality Management
• Experience with workplace experience program development and implementation
• Familiarity with vendor management and coordination
• Knowledge of facilities management best practices and industry trends
• Experience in implementing customer experience training programs
• Background in operational performance assessment and improvement initiatives
• Understanding of compliance standards and audit processes in facilities management
• Experience with change management and continuous improvement methodologies

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table!