CX Workplace and Revenue Manager

At Highwoods, we're in the work-placemaking business, creating environments where people can connect, collaborate, and thrive. The CX Workplace & Revenue Manager is responsible for the operational performance, utilization, and revenue growth of Highwoods' customer-facing amenities, parking operations, placemaking initiatives, and The Commons flexible workspace platform. Reporting to the Director of Customer Experience, this role focuses on transforming shared spaces and experiences into measurable business opportunities that enhance property value, strengthen customer engagement, and generate ancillary revenue.

Working closely with Market Leaders, Property Management, and Leasing teams, this position develops and executes strategies that increase utilization, drive revenue, and support vibrant workplace destinations across the portfolio. Key areas of responsibility include The Commons business operations, parking revenue optimization, amenity space monetization, placemaking activations, retail partnerships, and performance analytics.

• Develop and execute portfolio-wide placemaking and revenue strategies that enhance the customer experience while producing measurable business outcomes.
• Establish key performance indicators related to amenity utilization, ancillary revenue, parking revenue, customer engagement, customer retention, and workplace experience.
• Build business cases and ROI analyses demonstrating the value of customer experience investments, placemaking initiatives, and amenity programming.
• Identify opportunities to increase ancillary revenue streams while strengthening customer satisfaction and engagement.
• Partner with Market Leaders, Property Management, and Leasing teams to align placemaking initiatives with business objectives and market opportunities.
• Research industry trends and emerging workplace strategies that support Highwoods' position as a leader in customer experience and work placemaking .

• Lead the strategic management, promotion, utilization, and monetization of Highwoods' amenity spaces, including conference centers, wellness facilities, rooftop venues, parks, lounges, entertainment spaces, and other shared customer environments.
• Develop portfolio-wide pricing frameworks, reservation standards, operating procedures, and service expectations.
• Drive customer awareness, engagement, and utilization through strategic marketing and promotion initiatives.
• Partner with Leasing teams to position amenity offerings as competitive differentiators that support customer attraction and retention.
• Analyze utilization trends and revenue performance to identify opportunities for optimization and growth.
• Establish enterprise-level standards and best practices while supporting Property Management teams responsible for local execution and customer service delivery.

• Lead the business strategy, operational performance, and growth of The Commons, Highwoods' flexible workspace platform.
• Oversee pricing strategy, inventory management, occupancy performance, customer onboarding standards, and overall operational effectiveness.
• Partner with Leasing teams to drive occupancy, customer adoption, and market awareness.
• Evaluate expansion opportunities, new workspace offerings, and service enhancements that drive revenue growth and customer value.
• Manage personnel supporting The Commons operations and ensure consistent service delivery across markets.

• Develop and lead placemaking initiatives that activate parks, outdoor spaces, retail environments, and shared destinations, creating vibrant places where customers and the surrounding community want to gather.
• Cultivate partnerships with restaurants, retailers, sponsors, community organizations, and cultural institutions to enhance programming, engagement, and visibility.
• Collaborate with Market Leaders, Leasing, and Property Management teams to align activations with market objectives and property strategies.
• Lead the planning and performance of large-scale placemaking programs, measuring success through engagement, brand awareness, property activation, and business impact.
• Serve as a consultant and support for destination-focused activations, while local teams support execution and on-site operations.

Parking is often the first and last interaction customers have with a Highwoods…