Director - Workplace Services

When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.

As a Director - Workplace Services with Hines, you will be responsible for establishing a workplace services strategy and capability as well as development and management of key initiatives including: workplace experience program, space & occupancy program, move management program, and development of dashboards & reporting across the FM platform to create and enhance our credibility, capabilities and services for our clients. Responsibilities include, but are not limited to:

• Lead the ongoing development and implementation of an experience-led and data-driven, scalable workplace services platform and operating model for FM and work with executive leadership to obtain support of adoption across all regions/accounts
• Lead the development and implementation of a FM-specific workplace experience program aligned with the firm’s Client Experience strategy and incorporating and refining the Forbes standards for FM services including community management,
• Develop a strategy and plan for establishing a space & occupancy management service offering for our corporate clients, including: defining areas to self-perform and partner, creation of core processes and associated playbooks to deliver the service, identification of the appropriate technology solution to support delivery, and defining the data strategy including performance measures and analytics
• Develop a move management capability and program including: creation of core processes and associated playbooks to deliver the service, identification of the appropriate technology to deliver the service, identification of potential service provider partners to augment or perform the service, and defining the data strategy including performance measures and analytics
• Assist in the development of managing and documenting space utilization
• Integrate workplace experience programs into the delivery of facilities management services to deliver the best occupant experiences
• Partner with Corporate Services to leverage the management of the Hines Corporate Offices as a living lab for the development, piloting and refining our capabilities in Workplace Services
• Collaborate with FM Operations, Corporate Services, Strategic Sourcing, and Technology in the development of our solutions and capabilities for Workplace Services
• Partner with the FM operations team in the development of playbooks
• Optimize use of third parties and collaborate with appropriate stakeholders across Hines to create industry leading approaches to Workplace Services
• Work with operational leadership, Hines Business Technology Group, and Corporate Analytics team members to identify KPIs, SLA’s and performance measures and develop performance dashboards to monitor the ongoing performance of our Workplace Services programs
• Meet regularly with regional operations leadership to ensure ongoing understanding and alignment on Workplace Services capabilities, procedures and programs to continuously enhance organizational value and effectiveness
• Remain informed of industry trends and activities and bring innovations to Hines and our clients
• Research and recommend implementation of industry best practices
• Partner with Hines Learning & Development to develop and implement Workplace Services-related training as needed

Minimum Requirements include:

• Bachelor’s degree from an accredited institution preferred or equivalent years of direct experience required
• Ten or more years of facilities management, hospitality, or related experience required
• Experience managing client relationships
• Experience mentoring others, building, leading and mentoring teams
• Certified Facility Manager or similar credential 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
• Constantly striving for high customer satisfaction; going above and beyond to be helpful and pleasant, making it as easy as possible on the customer rather than our organization or team
• 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 the Microsoft Office including Excel, PowerPoint, and SharePoint

• Work indoors approximately 90% of the time and outdoors 10% of the time

• 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 20% of the time