Regional Workplace Experience Lead

About the Role

The Lead Ambassador role is part of Cushman & Wakefield’s Workplace Experience team, charged with ensuring employees feel productive, engaged, and supported across designated buildings. The position provides day‑to‑day people management for the Ambassador staff, oversees the Workplace Experience program’s operations, and acts as the primary escalation point for issues, while coordinating closely with service line leads and the Workplace Experience Manager. • Manage schedules, guidance, and performance expectations for all Ambassadors in assigned locations. • Oversee daily operations of the Workplace Experience Program and liaise with service line leads and the Workplace Experience Manager. • Act as the chief point of escalation, ensuring timely resolution of Ambassador‑raised complaints and concerns. • Conduct cross‑training of Ambassadors across conference spaces, concierge desks, and open workstations to broaden support capabilities. • Identify service gaps, propose improvements, and collaborate on innovative solutions. • Monitor space readiness, maintain quality of service, and step in for high‑traffic areas as needed. • Provide personalized assistance and wayfinding resources to key stakeholders and VIPs. • Review quantitative and qualitative employee feedback to extract themes and share insights with management. • Proactively generate work orders for repairs, maintenance, or missing equipment before user impact. • Maintain a proactive “can‑do” attitude and lead by mentoring peers. • Uphold integrity, accountability, and professional demeanor in all interactions.

Key Responsibilities

• ▸schedule management
• ▸operations oversight
• ▸escalation management
• ▸work orders
• ▸feedback review
• ▸space readiness

What You Bring

Candidates must hold a college degree, possess at least three years of experience in real‑estate services, hospitality, retail, or customer‑service environments, and be proficient with Microsoft Suite and other proprietary tools. The role operates in a professional office setting, requires regular movement between floors and buildings, and may involve travel in various weather conditions. • Demonstrate strong communication with executive‑level clients and staff at all levels. • Exhibit high emotional intelligence, empathy, and organized, detail‑oriented work habits. • Show resilience under pressure and adapt calmly to changing conditions. • Utilize Microsoft Suite and quickly learn proprietary technology platforms.

Requirements

• ▸microsoft suite
• ▸college degree
• ▸3+ years
• ▸real estate
• ▸communication
• ▸resilience

Benefits

Compensation ranges from $78,200 to $92,000, accompanied by a comprehensive benefits package, and Cushman & Wakefield affirms its commitment to equal employment opportunity.

Work Environment

Onsite