Soft Services Manager

As a CBRE Soft Services Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties. This job is part of the Workplace Experience function. They are responsible for providing world‑class customer service to the clients and visitors of a designated building.

• Provide formal supervision to employees.
• Monitor the training and development of staff.
• Conduct performance evaluations and coaching.
• Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities.
• Establish work schedules, assign tasks, and cross‑train staff.
• Set and track staff and department deadlines.
• Mentor and coach as needed.
• Build and maintain a trusted client relationship.
• Negotiate with clients, partners, and associates to resolve conflicting priorities.
• Ensure support provided by the team is efficient and consistent.
• Suggest process improvement efforts on a regular basis.
• Assist with developing strategic solutions.
• Assess technological and training needs for Workplace Experience teams and clients.
• Always follow safety standards with employees, clients, and vendors.
• Develop vendor partnerships with the intention of cost saving efforts.
• Manage negotiations for contract services.
• Confirm that all vendors have current proof of insurance and contractual documentation.
• Oversee programs ran by third party vendors. This includes food delivery, organizing events, providing transportation, or mail distribution.
• Ensure all invoices for business services billed.
• Ensure support provided by the team is efficient and consistent.
• Lead by example and model behaviors that are consistent with CBRE RISE values.
• Influence parties of shared interests to reach an agreement.
• Apply knowledge of own discipline and how own discipline integrates with others to achieve team and departmental objectives.
• Identify, troubleshoot, and resolve day‑to‑day and moderately complex issues which may or may not be evident in existing systems and processes.

• Experience managing and developing teams within workplace, hospitality, facilities, or soft services environments.
• Experience delivering a premium customer experience within corporate environments.
• Experience managing third‑party service providers and outsourced contracts.
• Evidence of improving service delivery, efficiency, or customer experience.
• Experience implementing new processes, technology, or workplace initiatives.
• In‑depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Experience ensuring compliance with health & safety standards.
• Strong track record of building trusted relationships with clients and senior stakeholders.