About this opportunity:

As the Facilities Manager, North America, you will support the Repair and  Maintenance (R&M) program for all MillerKnoll retail locations across the United States and Canada. This role ensures that preventive maintenance and work orders are executed efficiently and to brand standards, delivering clean, safe and well-maintained environments for clients and associates.

Responsibilities:

• Lead the Retail Facilities team in the day-to-day management and technical execution of maintenance across all trades for Design Within Reach, Herman Miller and Knoll retail locations, as well as corporate offices, campuses and distribution centers.

• Supervise the Facilities Lead and Facilities Coordinator providing guidance and support to the team.

• Ensure compliance of all life safety systems and regulated equipment, including fire/life safety systems, alarm monitoring and elevators, in accordance with applicable city and state requirements. Coordinate inspections, testing, certifications and corrective actions with vendors and internal partners to maintain continuous compliance.

• Oversee and maintain the integrity of data within the work order management system to support service efficiency, visibility and a high level of customer satisfaction for store teams.

• Manage Service Level Agreements (SLAs) with service providers to ensure consistent service delivery, cost-effectiveness and compliance with company standards. Support RFP development, vendor selection and contract negotiations.

• Use work order management system analytics to create reports and manage data that improves customer and store service satisfaction, resolves recurring issues, minimizes and reduces costs where possible and identifies and deploys cost-avoidance measures to drive process improvements.

• Leverage work order system analytics to identify trends, recurring issues and opportunities for process improvement, cost control and service optimization.

• Oversee facilities support for new store openings, renovations and capital or operational projects including deferred maintenance, visual updates and floor resets. Travel may be required.

• Manage rollout initiatives and small works projects, including painting, signage, fixtures and lighting retrofits.

• Partner with Creative and Visual Merchandising teams to implement studio/store design standards and refreshes.

• Build strong cross-functional partnerships with IT, Security, Real Estate and Store Operations to ensure alignment and seamless execution of facilities initiatives.

• Manage studio closures, including coordination of product and supply removal, demolition, remediation, waste disposal and service cancellations.

• Review and approve R&M proposals and invoices, ensuring scope alignment, service quality and fair, competitive pricing. Process weekly electronic invoice reporting and approvals.

• Monitor and manage R&M and janitorial spend against established budgets. 

• Ensure vendor pricing is competitive through proposal review, scope validation, and negotiation. 

• Provide visibility into spend trends and cost drivers.

Requirements:

• At least 5+ years of facilities management, project management and construction management experience required.

• Experience managing large budgets and forecasts and proven ability to provide robust reporting on the status of respective capital and expense projects.

• Manage, coordinate, schedule and monitor the day-to-day performance of Retail Facilities, as well as each of our service providers.

• Ability to manage service providers for retail facilities maintenance and repair.

• Prepare RFPs for individual service requests, as well as preventive maintenance contracts and troubleshoot specific technical issues as necessary to resolve issues.

• Outstanding verbal and written, computer and communication skills, including Outlook, Excel, Word and related software applications.

• Ability to read and accurately interpret blueprints and contract documents.

• Proven problem resolution capabilities, ability to work in high stress, multiple task environment.

• Proven ability to motivate the team to provide a customer-centric service department, as well as outstanding interpersonal skills.

• Willingness to work occasional irregular hours by monitoring the work order management system and responding to after-hours and weekend emergency service requests.

• May be required to travel 30-40% of the time within the U.S. and Canada.

• Bend, lift, open and move product and related office items varying in weight up to 50 lbs, depending on need