Workplace Services Manager II

At Cresa, we believe our clients deserve better. A better space to work, create, build, grow. A better outcome for their people and organization. A better partner who puts their needs first, helping them navigate the landscape, tilting the playing field in their favor and giving them an insider’s edge.

Our mission is to find and foster the best environment for every business. Our purpose is to think beyond space - strengthening those we serve and enhancing quality of life for our clients and employees. We are built to champion our clients’ aspirations through real estate. When considering partnership, we strive to connect with those who share our values: Work Together, Create Value, Be Tenacious, Enhance Community, and Embrace Diversity.

We believe in being the change. We work together to find new ways of doing things that create value for our clients — and for each other. Because there is not much that feels better than collaborating to make a positive difference each day.

At Cresa, we offer an opportunity to be part of something bigger. To learn, advance, mentor and be recognized. Your voice will be heard, and you will be valued for both your individual and team contributions.

Summary

Supports space occupancy planning and data management requests related to low headcount move projects (including individual, transfers, offboards and leaves). Responsible for the lifecycle (open through completion) of SIM-T requests and FMS updates related to desk data corrections, accommodation requests, daily services, individual moves and small team move projects. Accountable for responding to customer requests according to severity within established Key Performance Indicators or Service Line Agreements while maintaining correspondence with end-users, following communication and customer service standards. Responsible for cadenced space audits and reporting findings to facility management and post-occupancy vendor partners to ensure space is captured accurately within Amazons Global Real Estate & Facilities space management platforms. Supports move and launch projects as needed. May supervise or support workplace services team members depending on area requirements and team structure.

Essential duties and responsibilities

• Daily SIM ticket management for Daily Service Tickets, Data Corrections, Individual Moves (L7 and below), Small Team Moves (<10 headcount), Onboards/Transfers, Accommodation Requests, Locker Management, Specialty Projects
• Manages workflows to meet all Service Line Agreements requirements by providing daily correspondence, updates and resolutions for client needs via ticketing system.
• Responsible for FF&E (furniture, fixtures and equipment)/supply chain orders and desktop technology per customer request, within design standards, while ensuring deployment by scheduled date. Quality control and close out ticket prior to Service Line Agreement expiration.
• Manage labor vendor as appropriate to ensure timely completion of ticket requests
• Assigned higher complexity buildings and/or org
• Responsible for maintaining database of project floor plans, space assignments, occupancy, vacancy and utilization data for assigned sites including complex buildings and orgs.
• Manage multiple audit projects and team priorities simultaneously from inception to close out.
• Update system of record with seat assignments with new hires, transfers, terminations and distribute to client and strategic planning teams as requested.
• Manage a team of 1-3 direct reports (if applicable) to include full employee lifecycle (selection, development, promotion and exit) as needed for the success of the team/client.
• Determines and executes resolution paths for last minute customer requests and escalations at the direction of market service line leader
• Manage multiple audit projects and team priorities simultaneously from inception to close out.
• Provide measurable and timely response to client inquiries, work requests, and concerns.
• Able to read and understand project documents including but not limited to: floor plan drawings, allocation plans and space data management documents and reports.
• Maintain accurate seating and headcount data in client’s space management platform
• Support Launch and Move teams by providing accurate space floor plans and assignment data as required.
• Attend trainings and action on updated process communications
• Periodic evening and weekend work required during high volume, building opening, relocation and employee move projects
• Role requires daily communication with client and team members
• Other related duties as assigned

Qualifications

• Proficiency with Microsoft Office Suite, Microsoft Project, Microsoft Visio, and other data management software
• Must be able to exchange accurate information at various levels demonstrating the ability to build consensus for decision-making
• Must be able to inspect design plans and documents for accuracy
• Maintains a courteous and professional manner, works well in a team environment

Education/Experience

• Bachelor's degree (BA/BS/BEng/BArch) preferred; 4-7 years industry/related experience also accepted.
• Certifications in related fields are preferred (ProSci Change Management, PMI Project or Program Management, as examples).
• Previous space occupancy or data management experience preferred
• Experienced with Computer-Aided Facility Management (CAFM) systems are a plus

Physical Requirements

• Position requires daily on-site attendance at the client site, as assigned.
• Some travel may be required to integrate, learn, and deliver
• Must be able to move within and between client buildings more than 50% of the day
• Regularly required to sit for long periods of time
• Occasionally required to stand and walk for extended periods, stoop, kneel, crouch, and crawl
• The person in this role needs to be able to occasionally lift up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

NOTE: The job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; supervisors may assign other duties as deemed necessary.

Cresa is committed to developing and maintaining a diverse workforce. Cresa strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law.