Customer Experience Manager Jobs in Springfield, VA

Job Title
Workplace Experience Manager
Job Description Summary
The Workplace Experience Manager is a key member of the Cushman & Wakefield onsite account team and serves as a champion for the employee experience within the workplace. This role is responsible for developing and executing workplace experience strategies that leverage hospitality, technology, workplace design, amenities, and services to create an engaging, productive, and seamless workplace environment.
Leveraging employee insights, workplace analytics, and Voice of the Customer data, the Experience Manager will identify opportunities to elevate the employee experience and partner with cross-functional stakeholders to develop and implement impactful solutions. This individual will lead onsite experience teams, champion service excellence, and serve as an ambassador for the workplace, ensuring employees, guests, and leadership stakeholders receive an exceptional experience at every interaction.
The ideal candidate is a hospitality-driven leader with exceptional interpersonal skills, a proactive mindset, and a passion for creating meaningful experiences. They are highly collaborative, comfortable engaging with stakeholders at all levels, and thrive in fast-paced environments where service excellence is paramount.
Job Description
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Team Leadership

• Provide direct oversight and day-to-day leadership for junior level staff across multiple locations.
• Manage staffing schedules, performance expectations, training, and professional development to ensure consistent service excellence.
• Serve as an escalation point at client HQ for workplace experience-related issues, ensuring timely resolution and communication.
• Foster a culture of hospitality, accountability, and continuous improvement.
• Lead hospitality training programs for Cushman & Wakefield teams and strategic service partners.

Workplace Experience Program Management

• Partner with Facilities Management, Design & Construction, Occupancy Planning, Communications, Technology, Events, and other cross-functional teams to develop and implement workplace experience programs aligned with client objectives.
• Leverage employee feedback, workplace utilization data, customer satisfaction metrics, and operational insights to identify opportunities and enhance service delivery.
• Support the development and execution of short- and long-term workplace experience strategies, initiatives, and activation programs.
• Establish and maintain workplace experience standards, guidelines, and best practices.
• Continuously evaluate emerging workplace trends, technologies, and amenities to identify opportunities for innovation.

Employee Experience & Community Building

• Act as an advocate for employees by identifying and addressing workplace needs, concerns, and service gaps.
• Develop and support initiatives that foster employee connection, engagement, belonging, and workplace community.
• Ensure workspaces, meeting rooms, collaboration areas, and amenity spaces are consistently maintained and ready for use.
• Proactively identify opportunities to improve workplace functionality, comfort, and overall employee satisfaction.
• Collaborate with stakeholders to create memorable workplace moments and experiences that reinforce organizational culture.

Stakeholder Support

• Deliver white-glove service to executives, VIP guests, and key stakeholders.
• Build strong relationships with client leadership and business partners to understand evolving workplace needs and priorities.
• Support the communication and promotion of workplace experience programs through compelling storytelling, data, and business insights.
• Assist in the development of business cases, presentations, and success stories demonstrating program impact and return on investment.

Performance & Continuous Improvement

• Drive achievement of employee experience, customer satisfaction, hospitality, and operational performance KPIs.
• Analyze workplace experience data and trends to generate actionable recommendations.
• Monitor service delivery performance and implement continuous improvement initiatives.
• Support regular reporting on workplace experience metrics, program effectiveness, and employee engagement results.

Key Competencies

• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to leverage data and analytics to inform decisions and improve employee experiences.
• Exceptional verbal and written communication skills.
• Ability to interact confidently with executives, clients, employees, and service partners at all levels.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated leadership, coaching, and team development capabilities.
• Customer-focused mindset with a passion for hospitality and service excellence.
• Highly adaptable with the ability to navigate ambiguity and drive results.
• Exceptional emotional intelligence, empathy, and relationship-building skills.
• Ability to remain calm, resourceful, and solution-oriented in high-pressure situations.

Important education
Bachelor's degree from an accredited college or university, or equivalent combination of education and experience.
Important experience

• Minimum of 5 years of progressive experience in workplace experience, hospitality, employee experience, corporate real estate, facilities management, change management, or related fields.
• Prior experience leading teams in a hospitality, workplace, corporate services, or client-facing environment preferred.
• Experience utilizing customer feedback, workplace analytics, and performance metrics to drive improvements strongly preferred.

WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May be required to travel outside between properties in varying weather conditions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to travel from floor to floor and may be required to travel outside between buildings in varying outdoor weather conditions. The employee may also be regularly required to sit or stand for prolonged periods of time; regularly use hands to operate office machinery including, but not limited to, telephones, computers, fax, and photocopy machines; regularly required to walk, talk, and hear.
AAP/EEO Statement:
C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.
OTHER DUTIES
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
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: $ 106,381.75 - $125,155.00
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"