Program Manager, Facilities & Workplace Operations

A day in the life (Responsibilities)

Vendor Oversight & Program Leadership (The "Product Owner" Approach)
Act as the strategic owner for the AMER Workplace Experience program, establishing product-like roadmap execution, SLAs, and performance scorecards.
Direct and manage primary outsourced vendor partners (IFM, janitorial, catering, security, facilities maintenance), ensuring high-service delivery, accountability, and seamless operational handoffs.
Establish clear key performance indicators (KPIs) and continuous feedback loops to measure and report on workplace performance, employee satisfaction, and space utilization.
Process Architecture, SOPs & Financial Management
Build, document, and roll out standardized operational frameworks and SOPs across all AMER sites from the ground up, establishing operational consistency across regions.
Support financial targets by partnering with leadership on OPEX budgeting, vendor cost management, contract negotiations, and quarterly financial forecasting.
Drive end-to-end project management for regional workplace initiatives, site refreshes, vendor transitions, and change management strategies.
Culture, Community & Values Integration
Partner closely with internal teams—including Inclusion & Diversity, Toast.org, People/HR, and Internal Comms—to design and execute workplace experience strategies that reflect our company values.
Champion local workplace programming, community involvement, social activations, and sustainability initiatives that turn our physical spaces into hubs of collaboration and purpose.
Actively embody and champion our One Team mission across every employee touchpoint.
Workplace Technology, Analytics & Enhancements
Evaluate, deploy, and manage on-site workplace technologies, including desk/room booking platforms, visitor management, event tech, and occupancy sensors.
Translate workplace data and space analytics into actionable insights to inform future real estate strategy, space planning, and service offerings.

What you'll need to thrive (Requirements)

Experience: 3+ years of progressive experience in Facilities Management, Workplace Experience, or Corporate Real Estate operations within a fast-growing, matrixed environment.
Vendor Operations: Proven track record managing complex outsourced vendor programs (IFM/third-party providers), defining contracts, and managing vendor KPIs/SLAs.
Program Management Mindset: Strong program and project management skills; familiarity with agile methodologies, change management strategies, or serving as a functional "Product Owner" is a major plus.
Building in Ambiguity: A demonstrated "we can figure it out" attitude. You are comfortable building processes, templates, and SOPs from scratch while keeping daily operations moving flawlessly.
Cross-Functional Collaboration: Exceptional relationship-building skills with a history of partnering with Inclusion teams, ESG/philanthropic arms, IT, Security, and HR.
Tech-Savvy: Hands-on experience implementing modern workplace management tools (e.g., Robin, Envoy, Elogbooks, FM Systems) and leveraging analytics dashboards to make data-driven decisions.
Financial Literacy: Comfort managing program budgets, reviewing purchase orders, tracking vendor invoices, and identifying cost-efficiency opportunities.