The Program Manager, Global Facility Management (FM) plays a critical role in enabling the VP and leadership team to deliver measurable improvements in operational efficiency, customer/occupant experience, and service performance across a geographically distributed facility portfolio. This role owns the FM performance management operating rhythm, including improvement priority tracking, KPI governance, vendor performance transparency, and executive-ready reporting, and leads select strategic initiatives that drive better outcomes, standardize best practices, and strengthen accountability across internal teams and outsourced vendor partners.
Primary Responsibilities:- Program Management & Priority Tracking (VP Enablement)
- Establish and run the FM improvement priority portfolio (intake, prioritization, scope, timelines, owners, risks, dependencies, benefits)
- Build and maintain a single source of truth for strategic initiatives and operational improvement workstreams (roadmaps, milestones, status, decisions)
- Drive weekly/monthly operating cadence: leadership check-ins, action logs, decision capture, and follow-through
- Prepare executive-ready updates for leadership reviews (clear narrative, key decisions needed, risks, tradeoffs, and impact)
- Operational Efficiency & Continuous Improvement Initiatives
- Lead major initiatives focused on cost, productivity, standardization, and cycle-time reduction (e.g., work order efficiency, preventive maintenance effectiveness, dispatch optimization, supplier rationalization, service model changes)
- Apply structured improvement methods (e.g., Lean/problem solving, SOP/standard work development, VOC translation into requirements)
- Partner with Finance/Procurement to quantify benefits, validate savings, and improve cost transparency (unit cost, rate compliance, consumption drivers)
- Customer Experience (CX) & Service Quality Improvements
- Drive programs that improve occupant/customer experience: responsiveness, quality of service, communication, and issue resolution
- Translate voice-of-customer insights into measurable service commitments, experience standards, and targeted improvements
- Support the design and deployment of service recovery and escalation playbooks to reduce repeat issues and strengthen trust
- Performance Management, KPI Governance & Vendor Oversight
- Own and evolve the FM performance scorecard framework, definitions, calculation rules, targets, and data governance
- Build and manage dashboards and recurring reporting for:
- Department performance (internal)
- Outsourced provider performance (e.g., CBRE/JLL/ISS or other vendor partners)
- Site/regional comparisons and trend analysis
- Lead the vendor performance cadence (monthly performance reviews, QBRs, corrective action plans, SLA adherence, and continuous improvement commitments)
- Ensure performance conversations are fact-based and outcome-oriented; drive remediation when KPIs are off-target
- Data, Insights & Executive Communication
- Partner with FM systems teams (CMMS/IWMS, service platforms, BI) to improve data quality and reporting reliability
- Create insights that connect operations to outcomes (e.g., leading indicators, risk signals, cost drivers)
- Produce concise executive narratives that explain "what changed, why, what we're doing, and what decisions are required"
- Stakeholder & Change Management
- Collaborate across Real Estate/Workplace, EHS, Security, IT, HR, Finance, Procurement, and business leaders
- Support change management plans (communications, training, adoption measurement) to ensure initiatives stick
- Build solid relationships with regional/site leaders to align priorities and enable local ownership
Success Measures (First 6-12 Months)Examples you can tailor to your department:
- Operating rhythm established: consistent governance meetings, decision log, action closure rate, and clear ownership
- Priority portfolio visibility: >90% of strategic initiatives have defined scope, milestones, measurable outcomes, and active risk management
- Improved performance transparency: standardized KPI definitions, fewer data disputes, reliable scorecards, and executive-ready dashboards
- Vendor performance lift: demonstrable improvement in 2-4 priority KPIs (e.g., response time, PM compliance, SLA attainment, customer satisfaction)
- Efficiency outcomes: validated savings or productivity gains from at least one major initiative (e.g., reduced cost per work order, reduced repeat calls, improved dispatch utilization)
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 5+ years in program/project management, operations, facilities management, workplace services, or outsourced services environments
- Proven experience building and managing KPI scorecards, dashboards, or performance governance programs
- Experience working with or managing outsourced service providers and contract/SLA performance
Preferred Qualifications:- Formal training/certification: PMP, Lean/Six Sigma (Green Belt+), Prosci/Change Management, ITIL (helpful for service management)
- Experience in corporate real estate, global FM, healthcare/regulated environments, or complex multi-site operations
- Familiarity with FM systems and reporting ecosystems: CMMS/IWMS (e.g., Archibus, TRIRIGA, Planon, ServiceNow, Maximo), BI tools (Power BI/Tableau), and ticketing/service platforms
- Demonstrated solid financial acumen: cost drivers, rate cards, benchmarking, benefits tracking
Core Competencies- Program leadership: drives clarity, accountability, and execution across multiple stakeholders
- Analytical rigor: turns messy operational data into clear insights and decisions
- Executive communication: crisp, structured updates; anticipates questions; frames tradeoffs
- Vendor governance: holds partners accountable while enabling collaboration and improvement
- Customer mindset: understands occupant/business needs; improves service experience
- Influence without authority: navigates complexity, builds alignment, delivers outcomes
Working Relationships- Internal: VP Global FM, regional FM leaders, workplace/real estate partners, EHS/Security/IT, Finance, Procurement, HR, Communications
- External: Primary outsourced FM provider(s), specialty service vendors, consultants/technology partners
Sample KPI Domains This Role Typically Manages (Illustrative)- Service performance: response time, completion time, backlog aging, first-time fix rate, repeat work orders
- Preventive maintenance: PM compliance, asset uptime, critical PM completion, reactive-to-planned ratio
- Customer experience: CSAT/NPS, complaint volume, escalation frequency, service recovery cycle time
- Financial efficiency: cost per work order, labor productivity, rate compliance, consumption drivers, savings validation
- Quality & compliance: audit findings closure, safety/quality incidents, policy adherence, documentation completeness
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
