Client Experience/Customer Service Program Manager

Company: Cushman & Wakefield
Location: Sunnyvale
Posted on: June 8, 2021

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, Sunnyvale , Client Experience/Customer Service Program Manager, Other , Sunnyvale, California