Program Manager (Facilities & Workplace Operations)

• As the Program Manager, Facilities & Workplace Operations (AMER), you will serve as the strategic “Product Owner” for our Americas workplace environments and operations
• In this high-impact individual contributor role, you will define, scale, and run our regional workplace experience program while laying the operational foundation for long-term growth
• This position is equal parts operator, program manager, and cultural champion
• You will oversee our outsourced partner vendor model, establish core SLAs and KPIs, design scalable Standard Operating Procedures (SOPs), and deploy modern workplace technology—all while driving an engaging workplace culture aligned with our company values
• We are actively building our operational infrastructure while running it in real-time
• To succeed, you must bring a strong “we can figure it out” ownership mindset, thriving in ambiguity as we build, iterate, and elevate the AMER workplace footprint together
• This is a hybrid role requiring three days in the Boston office
• 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

Benefits

• Peer and company recognition programs
• Unlimited Vacation
• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare- 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
• Vendor Operations: Proven track record managing complex outsourced vendor programs (IFM/third-party providers), defining contracts, and managing vendor KPIs/SLAs
• 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
• Experience: 3+ years of progressive experience in Facilities Management, Workplace Experience, or Corporate Real Estate operations within a fast-growing, matrixed environment
• 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