PPM is Hiring a Workplace Manager Ticketed Services Near Denver, CO
CompanyPacific Program Management (PPM) provides clients the leadership and management oversight of their work space strategy, space development, and space transitions for their people and business across the U.S. and Internationally. PPM is a fast-growing, real estate project and program management firm that helps companies reimagine their workspace to enable the potential of people through a personalized, resourceful, and connected approach. Our people-centric ethos guides everything we do to create, implement, and operationalize customized workplace strategies to help clients achieve their business goals. Delivering an integrated solution through our three service lines of: Work Space Consulting, Capital Project Management, and Transition and Relocation Management, PPM gives clients the confidence to focus on what they do best. People are at the heart of everything we do. We believe in building savvy, diverse teams that thrive in fast-paced, collaborative, agile and fun environments. Every member of the team has an integral role to play and has a direct impact on our future success, as well as the success of our clients and partners. Diversity to PPM means having a team that represents our communities and the clients we serve. Our people have different backgrounds and histories, experiences and expertise, and perspectives and opinions. We are not one piece of fabric, but many different pieces of fabric seamlessly stitched together. Our teams embody our STIHL values of Service, Trust, Integrity, Honesty & Leadership in our everyday actions, and our culture thrives on our balance of care with accountability. We are One PPM. While we are committed to achieving success for our clients, we are also committed to our communities - and each other. With a company commitment to donate 1% of all revenue to non-profits serving communities where we work, our team regularly participates in philanthropic events and volunteerism. And in everything we do, we have fun! Because we recognize the mission of reimagining the potential of people starts with reimagining our own. Key Company Info
Founded in 2009 to provide value driven outcomes, and impeccable service to our Partners (Clients) and People in a personalized, resourceful and connected relationship
Our diverse team of over 150 People allows for us to connect and build trust with a diversity of Clients and Communities
Our Vision is to be the Partner of choice anywhere we can provide high quality outcomes and experiences with sustainable growth
Our Mission is to continue to grow and help improve our people, partners and communities helping them define and guide them to greatness
Our priorities and decision-making start with our People and Partners (Clients) followed by PPM Performance
We believe in building great teams that thrive in a collaborative and welcoming environment. Our approach is entrepreneurial and scalable, with the highest level of quality and professionalism. We balance care with accountability. Job SummaryAs the Workplace Manager I - Ticketed Services, you will be a key player in delivering outstanding service with an ability to communicate clearly with all parties involved in a project or service, including key stakeholders, internal customers, team members and vendor partners. This role requires the ability to demonstrate exceptional customer service, teamwork, and attention to detail to ensure client satisfaction. Must be able to deal with conflict while maintaining professionalism and focus on project or service goals. You will thrive in a fast-paced, goal-oriented environment with an eye for delighting the customer. This position is on the front lines in resolving customer inquiries as well as directing them to the right place to get the help they need. The successful candidate in this role has great listening skills, attention to details and can communicate effectively through various communication vehicles utilizing both written and verbal skills. Key Responsibilities
Resolves client customer issues and answers questions to ensure a positive customer experience
Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience
Provides client customers with product or service information solutions
Resolves inquiries through a ticketing system
Processes transactions accurately and efficiently
Maintains a high level of product/client knowledge to effectively address client needs
Collaborates with team members to ensure client satisfaction
Maintains a queue of customer requests for, but not limited to, services related to space, furniture or space accessories
May be required to assist work place managers with database updates of project floor plans, space assignments, occupancy, vacancy and utilization data for assigned sites
May be required to assist with audits of the existing space for changes to architecture, FF&E and signage
Develop, prepare and distributes cadenced and requested reports
Maintain strong multi-level customer contact and relationships and directs space needs
Meet all SLA requirements by providing daily correspondence, updates and resolutions for client needs via ticketing system
Support the client’s Onboarding process (badge access, security clearance, parking and seat assignments)
Support Launch and Move teams by identifying and aligning tickets with overarching or intersecting move or launch projects
Support the Move team with move project planning and execution as needed
Facilitate the coordination of client Individual Moves (up to 10 headcount)
Update client seat assignments with new hires, transfers, terminations and distribute to client and strategic planning teams as requested
Provide measurable and timely response to client inquiries, work requests, and concerns
Develop and lead a project team of key stakeholders (including vendor partners and clients etc.) to meet the project milestones and deliverables
Develop vendor relationships and knowledge of their services and scope along with high-level processes
Maintain accurate seating and headcount data in client’s space management platform.
Develop and maintain accurate project documentation/project files
Facilitate project meetings with service line leaders and key customer stakeholders
Document risk and issues related to NRRs, SLAs or KPIs and escalate as needed
Participate in process improvement and initiatives
Other related duties as assigned
Job Skills & Qualifications
High school diploma or equivalent required, with a Bachelor’s degree preferred
Minimum of 2-3 years of business experience in a customer service/project management environment preferred
Excellent communication and interpersonal skills
Works well alone or with a team environment
Ability to complete tasks with minimal supervision using established policies, guidelines, written and verbal procedures and instructions
Able to maintain punctual and consistent attendance
Strong analytical and problem-solving abilities
Ability to de-escalate and resolve conflict
Ability to multitask and prioritize in a fast-paced environment
Proficient in computer systems and software applications
ERP/ CRM experience preferred
Strong cross-cultural communication skills and ability to communicate effectively across multiple levels
Strong organizational skills
Relentless attention to detail and organization
Previous space occupancy or data management experience preferred
Proficiency with MS Office Suite, MS Project, MS Visio, and other data management software
Must be able to exchange accurate information at various levels demonstrating the ability to build consensus for decision-making
Maintains courteous and professional manner and works well in a team environment
Roles requires daily communication with direct manager and regional team, client and account vendor team members. Must be able to exchange accurate information in these situations.
Physical Requirements
Some travel may be required to integrate, learn, and deliver
Periodical evening and weekend work required during building opening, relocation and employee move projects
Must be able to move within and between client buildings more than 50% of the day
Regularly required to sit for long periods of time
Occasionally required to stand and walk for extended periods, stoop, kneel, crouch, and crawl
The person in this role needs to be able to occasionally lift up to 25 pounds
EEOCWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Compensation: From $65,000.00 to $70,000.00 per year