Senior Program Manager, Workplace Experience

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies for 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As the Senior Manager - Workplace Experience with Hines, you play a pivotal role in shaping the workplace experience service offering for corporate clients as part the Hines facilities management (FM) service offering. Workplace experience services scope includes hospitality, reception, concierge, amenity management, food and beverage, engagement, meetings and events, and flexible work environments Strategically, this role is responsible for leveraging the firm’s Client Experience strategy to develop our workplace experience offering and associated capabilities. Tactically, this role will also lead the deployment and delivery of those programs within our own headquarters and facilities management living lab. The Senior Manager – Workplace Experience will be a part of shaping the next generation of workplaces through the development of plans and strategies designed to promote a sense of community through interactions, shared spaces, events, and amenities. This position operates in a matrixed manner, reporting to the Director – FM Operations and Senior Facilities Manager – Corporate Services. Responsibilities include, but are not limited to: 

• Lead the ongoing development and implementation of an experience-led and data-driven, scalable workplace experience platform and operating model for FM.
• Ensure alignment with the firm’s Client Experience strategy, partnering closely with the Client Experience team to adapt strategies and practices into the FM offering.
• Remain informed of industry trends and activities; Identify and implement industry best practices and innovations into our service offering.
• Collaborate with FM Operations, Strategic Sourcing, and Technology in the development and documentation of our solutions and capabilities.
• Collaborate with operational leadership, experience subject matter experts, and Corporate Analytics team members to identify performance measures and reporting.
• Collaborate with Hines Learning & Development to develop and implement workplace experience-related training programs.
• Optimize use of third parties and collaborate with appropriate stakeholders across Hines to create industry leading approaches to workplace experience.
• Engage stakeholders regularly to ensure ongoing understanding and alignment on workplace experience capabilities, procedures, and programs.
• Leverage the management of the Texas Tower workspace as a living lab for the development, piloting and refining our capabilities in workplace experience.
• Support new business pursuits and shaping workplace experience solutions for clients.
• Lead transformation activities to help existing accounts adopt current workplace experience programs and standards where appropriate.
• Oversee implementation and retain ongoing management responsibilities of workplace experience programs within the Hines Headquarters.
• Work in close partnership with the Sr. Facilities Manager – Corporate Services to ensure successful delivery of FM services to the Hines Headquarters.
• Collect and analyze experience data to provide accurate reporting and insights for services, productivity, cost savings, and improvements.
• Lead annual planning activities and budget development for the Hines HQ workplace experience program; Oversee the implementation and delivery of the plan.
• Collaborate with vendors to ensure service standards are met; Oversee vendors providing services and supplies in assigned service areas.
• Lead continuous improvement activities and projects for the Hines Headquarters team.
• Host on-site events, high-profile meeting services, and provide on-site support as needed.
• Ensure service requests are processed correctly, recorded in the system of record, and resolved within defined service levels.
• Manage, mentor, and oversee Hines HQ workplace experience personnel.
• Promote a people-centric culture which celebrates belonging, diversity and inclusivity.

Qualifications

Minimum Requirements include: 

• Bachelor’s degree from an accredited institution preferred or equivalent years of direct experience required
• Five or more years of experience managing corporate office workplace experience programs, or equivalent
• Experience collaborating cross functionally to deliver programs and services
• Experience managing change across multiple regions and functions, preferred
• Experience within third-party facilities management services, preferred
• Strong people first leader; Inclusive, respectful, approachable and team oriented, building strong working relationships and a positive work environment
• Ability to meet and inspire others to achieve a standard of excellence with our work processes and outcomes while honoring Hines' Standards and client policies
• High degree of integrity and sincerity with the ability to inspire confidence
• Outstanding written and verbal communication skills which demonstrate the ability to communicate to technical and non-technical audiences
• Advanced competence with Microsoft Office including Excel, PowerPoint, and SharePoint; Smartsheet, CMMS, accounting and space planning software preferred.
• Ability to obtain a food handler’s permit.
• Ability to perform physical inspections of a facility which may include climbing up and down stairs or accessing restrictive openings
• Travel may be required up to 15% of the time

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.