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.

• 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.

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.

• 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 are a hospitality and workplace experience leader '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.

• Your…