Client Experience/Customer Service Program Manager
Company: Cushman & Wakefield Inc
Location: Sunnyvale
Posted on: June 6, 2021
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Job Description:
Job Title Client Experience/Customer Service Program Manager Job Description Summary The Ambassador Program Manager will collaborate with the
Experience Manager to develop and implement key program elements
and enhancements for the Ambassador platform. This role will
support daily operations and will be responsible for delivering
exceptional service and becoming an integral partner in shaping the
Workplace Experience, through service delivery consistency and
excellence, establishing trust, and promoting a client-centric
awareness that aligns with workplace culture and expectations.
Additionally, the role will manage, direct, coach, and train a team
of Ambassadors primarily responsible for the execution and
implementation of policies and best practices, designed to improve
the overall workplace experience for employees and occupants. Job Description Responsibilities * Lead and manage a regional Ambassador platform * Supervise
Lead Ambassadors and coordinate resource support * Help implement
experience related guidelines, best practices, and standards for
employees and cross-functional team * Continuously evaluate and
identify innovative ways to streamline and enhance service
delivery, to maximize the employee experience * Support the
development of short and long term tactical plans and programs for
the innovation of workplace amenities and services, based on
strategic plans and user data * Oversee team and individual
performance, including communicating job performance expectations
and conducting annual performance evaluations * Oversee the
management of Ambassador work schedules, vacations, overtime, and
unplanned absences * Cultivate relationships with client and
vendors, to better understand their requirements and improve the
Workplace's ability to address them. * Work with cross functional
teams in supporting the client's return to office, safely * Oversee
and manage the onboarding and training process for Ambassador *
Help support return to work safety guidelines, best practices, and
standards for employees and cross-functional service teams *
Spearhead hospitality training programs and return to work programs
for onsite Cushman & Wakefield and vendor partner service teams *
Obtain voice of the customer data (quantitative and qualitative),
to capture service needs. Share information with leadership and
cross functional teams Characteristics and competencies * Communication - Comfortable corresponding and interacting with
individuals, at all levels in the organization * Emotional
Intelligence - Exhibit a high degree of sensitivity and empathy,
regarding the emotional needs and concerns of occupants and
visitors * Organized - Detail oriented, confident, self-starter,
with exceptional organizational skills * Proactive - Exhibit a "can
do" attitude, with the ability to act or respond, with minimal
information * Character - Demonstrate a high degree of integrity,
accountability, and strong work ethic * Professional - Project an
approachable and personable image, regarding appearance, attitude,
demeanor, and business acumen * Resilient - Ability to work under
pressure, while acting in a calm manner Requirements * Work Experience - Minimum of three (3) years of related work
experience in real estate services, customer service,
travel/hospitality, brand/ product management, management
consulting, or change management * Education - Minimum high school
degree * Work Requirements - Operate in a professional office
environment. Knowledge of standard office equipment such as
computers, phones, photocopiers and competent in standard office,
such as Microsoft Office Suite (Word, Excel, PowerPoint, and
Outlook) * Physical Requirements - Ability to sit or stand for
prolonged periods of time and travel from floor to floor or between
buildings Cushman & Wakefield provides equal employment opportunity.
Discrimination of any type will not be tolerated. Cushman &
Wakefield is an Equal Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, national origin,
sexual orientation, gender identity, disability, protected veteran
status or any other characteristic protected by state, federal, or
local law.
Keywords: Cushman & Wakefield Inc, Sunnyvale , Client Experience/Customer Service Program Manager, Other , Sunnyvale, California
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