Senior Workplace Experience Manager

Job Title
Senior Workplace Experience Manager

Job Description Summary
Presence by Cushman & Wakefield is seeking a Senior Workplace Experience Manager to lead dynamic, customized events, programming, and workplace experiences across a vibrant multi-building portfolio in the DC Market. Presence is Cushman & Wakefield’s tenant experience platform—designed to support property teams and building communities with consistent, personalized experiences through on-site activations, engaging events, amenity management, tenant communications, and building app support. The Presence team includes on-site Experience Managers and Coordinators, supported by a centralized platform team focused on operational excellence, training, and data management.

As the face of hospitality across the portfolio, the Senior Workplace Experience Manager will curate memorable moments for tenants, guests, and visitors across campus spaces, tenant lounges, and conference centers. Partnering with property teams and the centralized Presence platform team, the manager will create and deliver high-impact experiences that foster community, enhance tenant well-being, and boost engagement, while tailoring services to each building’s community, amenities, and operational needs.

This role combines strategic planning with hands-on leadership and direct management of Experience Coordinators. Key responsibilities include program planning and execution, conference center and amenity operations, booking oversight, budget management, tenant communications—including digital newsletters—marketing strategies and content, social media engagement, and monitoring program performance. The manager serves as a key liaison between property management and tenants, establishes consistent service standards across buildings, develops team capabilities, and uses feedback and utilization data to deliver a seamless, elevated experience across all touchpoints.

Reporting relationship: Reports to the Property Manager, with a dotted line to the centralized Presence platform team.
Direct reports: Experience Coordinators report directly to the Senior Workplace Experience Manager.

Job Description

Key Responsibilities
Multi-Building Strategy & Operational Leadership

- Develop and lead a portfolio-wide workplace experience plan, tailoring programming, communications, and services to each building’s tenant needs, occupancy, amenities, and priorities.

- Establish consistent hospitality standards, operating procedures, and service expectations across locations, with clear responsibilities for Experience Coordinators and property teams.

- Maintain a regular on-site presence across buildings, conduct property and amenity walks, and coordinate with engineering, security, cleaning, and service partners to address readiness, presentation, and service needs.

- Reinforce hospitality practices through training and collaboration with on-site teams, including security, and identify opportunities to enhance branding and overall workplace experience.
Conference Center & Amenity Management

- Oversee conference centers, tenant lounges, and shared amenity spaces across the portfolio, ensuring consistent service standards and a welcoming, well-maintained environment.

- Own the reservation process and oversee Experience Coordinators’ handling of inquiries, availability, confirmations, changes, cancellations, and booking calendars in accordance with property policies.

- Maintain accurate reservation system information; communicate space guidelines, capacity limits, available services, and applicable fees; and resolve booking conflicts with property management.

- Oversee coordination of room layouts, catering, vendor access, audiovisual support, cleaning, and post-event resets through Experience Coordinators and building service teams.

- Establish pre- and post-reservation readiness checks and coordinate service or maintenance needs with engineering, security, cleaning, and technology support teams.

- Oversee booking and usage records, coordinate applicable billing details with property management, and recommend improvements based on utilization and tenant feedback.

Tenant Experience & Communications

- Lead the tenant communications strategy across buildings, aligning messaging, timing, and branding with property priorities and required approvals.

- Oversee the creation, review, and distribution of tenant newsletters, event promotions, and amenity communications, delegating content development and execution to Experience Coordinators as appropriate.

- Oversee building app content and tenant engagement technology workflows, ensuring accurate information and promoting adoption of events, reservations, and available services.

- Coordinate communications across signage, monitors, digital boards, building apps, and newsletters to reach tenants consistently and effectively.

- Oversee property social media content and monitor online engagement in partnership with the appropriate marketing and property teams.

- Partner with property management and leasing teams on tenant onboarding, welcome gifts, and leasing tour experiences that showcase the community and amenity offering.
Property Partnerships, Reporting & Continuous Improvement

- Establish and track building-level and portfolio-wide measures for event participation, amenity utilization, tenant feedback, and app engagement; translate findings into actionable recommendations.

- Lead recurring meetings with property teams to align on priorities, upcoming programming, budgets, service needs, and open issues; provide consolidated portfolio updates and recommendations.

- Partner with the centralized Presence platform team on operating standards, training, data management, and shared resources; apply successful practices across buildings.
Budget, Vendor & Resource Oversight

- Partner with property management to develop annual tenant engagement, programming, and amenity budgets by building; monitor spending and flag variances and anticipated needs.

- Track event and service costs, review invoices for accuracy, and coordinate required approvals and payment processing with property management.

- Maintain vendor relationships and coordinate scopes, scheduling, pricing, and required documentation in accordance with property procedures and approval requirements.

- Identify opportunities for shared vendors, coordinated purchasing, cross-building programming, and resource allocation based on demand and portfolio priorities.
People Management & Team Development

- Serve as the direct people manager for Experience Coordinators across the portfolio, setting clear responsibilities, service expectations, and building-level priorities.

- Lead onboarding and ongoing training in partnership with the Presence platform team, reinforcing hospitality standards, operational procedures, technology workflows, and tenant engagement practices.

- Conduct regular one-on-one check-ins, establish goals, and provide ongoing coaching, feedback, and professional development support.

- Manage workloads, schedules, cross-training, and backup coverage to maintain consistent service during absences, simultaneous events, and high-demand periods.

- Maintain accountability for coordinator deliverables and address staffing needs or escalations in partnership with property management, Human Resources, and the Presence platform team, as appropriate.
Programming Oversight & Execution Support

- Lead programming strategy to activate amenity spaces and foster tenant engagement, well-being, and community, balancing portfolio-wide initiatives with building-specific experiences.

- Develop annual programming calendars with Experience Coordinators and property teams, coordinating timing, resources, and communications across buildings.

- Oversee Experience Coordinators’ execution of events and activations, including planning timelines, vendor logistics, tenant communications, on-site delivery, and post-event follow-up.

- Provide hands-on execution support during launches, key events, staffing gaps, and high-volume periods while maintaining clear delegation and portfolio-level oversight.

- Maintain accessible tenant and visitor support across locations and serve as the escalation point for experience-related concerns, coordinating timely resolution and follow-up with property teams.

- Perform other related duties as required or requested.
Qualifications & Experience

- Strong leadership, communication, organization, and relationship-building skills.

- Hospitality-minded, service-oriented approach with strong attention to detail and service recovery skills.

- Ability to work independently, anticipate needs, solve problems, and manage multiple priorities in a fast-paced environment.

- Ability to interpret engagement, utilization, and feedback data to identify opportunities and improve programs and operations.

- Proficiency in Microsoft Office Suite; experience with Canva, tenant experience platforms, reservation systems, and building technology preferred.

- Ability to lift up to 25 lbs. and sit, stand, walk, or bend for extended periods as required.

- 5+ years of progressive experience in workplace experience, hospitality, tenant engagement, event management, amenity operations, property services, or related client-facing environments; multi-site experience preferred.

- Experience managing and developing team members, delegating responsibilities, and overseeing multiple priorities.

- Experience managing workplace or tenant experience programs, including events, amenity or conference operations, vendors, budgets, and communications.

- Demonstrated success building client and stakeholder relationships and translating business and tenant needs into engaging experiences and operational solutions.

Education

- Bachelor’s degree in hospitality, business, communications, event management, or a related field preferred; equivalent education and relevant experience considered.

Work Environment & Schedule
This role requires regular on-site presence and travel between assigned buildings to support teams, tenant relationships, programming, and amenity operations. Schedule flexibility may be required for events, launches, and operational needs.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 110,500.00 - $130,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email  Accommodations@cushwake.com . Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”