The Workplace Experience team is the organization that is responsible for planning, designing, building, and managing all properties around the globe. Working under the direction of the Director, Global Workplace Experience, and in partnership with their local & regional teammates, this role is responsible for nurturing a collaborative and supportive team environment across functions and partners in the US and LATAM. With a focus on excellence in customer service delivery, this person develops key relationships within the AMER region, and is ultimately responsible for supporting service delivery to each location.
The Workplace Experience Manager takes the lead in setting expectations/priorities, process, governance routines and risk management to deliver on real estate planning/forecasting, capital and expense project delivery, and internal customer satisfaction. A high level of understanding what, when, and whom to communicate will enable this role to achieve a great level of success.
Key contact for senior business leaders within the region
Supports internal customer engagement, providing relevant and timely information to regional business leaders
Creates an environment where people management and development is the number one priority
Builds, manages, coaches, and mentors a team of office support staff
Leads via a lens of creating internal customer satisfaction as a constant goal
Manages overall performance of all vendors/suppliers and takes corrective action as necessary
Demonstrates urgency and takes thoughtful risks
Proactive identification of facility opportunities, issues and risks
Commits to delivering with integrity, transparency, and quality
Manages the portfolio in line with financial objectives (cost/head, space, cost/sf, etc)
Coordinates Workplace initiatives, in support of global program development
Manages all sites within the limits and requirements set out in negotiated leases
Assists in the negotiation of leases
Actively engages and assists in regional real estate portfolio pipeline management reviews to ensure decisions are made in advance of critical events
Helps identify and define regional real estate opportunities and develop appropriate solutions to optimize the portfolio
Maintains region-specific market intelligence in order to capitalize on opportunities, as well as to react to time sensitive projects and initiatives in advance
Ensures that the department’s policies and procedures are complied with across the regional portfolio
Assesses, develops, and implements process improvement and ways to improve workplace productivity
Bachelor’s degree, equivalent work experience or military experience
CFM, or demonstrated equivalent experience in the core competencies defined in the designation
At least 5 years’ experience as a manager, in a Workplace/Facilities environment
At least 3 years’ project management experience in commercial tenant improvement projects across the AMER region
At least 3 years’ experience with capital and expense budgeting for the real estate & facilities function
Experience negotiating long-term leases of at least 50k square feet
Presentation (Keynote) and Microsoft Excel proficiency
Ability to grow and lead a team
Ability to converse with internal and external team members with a high degree of confidence and assertiveness
Ability to laugh and have fun while doing a million things at once
Ability to manage stress, competing priorities, and solve problems
Knowledge of construction terminology and ability to read plan documents
Experience with ProLease or similar product would be preferred
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.
Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.
Individuals seeking employment at Zendesk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.