Facilities Operations Manager

Company

Pacific Program Management (PPM) specializes in providing leadership and strategic oversight for workspace planning, development, and transitions, serving clients across the United States and internationally.

As a rapidly expanding project and program management firm in the real estate sector, PPM assists organizations in reimagining their work environments to unlock the potential of their workforce through a tailored, resourceful, and interconnected approach. Our commitment to a people-centric philosophy drives our efforts to create, implement, and operationalize bespoke workplace strategies that align with our clients' business objectives. Through our three core service areas—Workspace Consulting, Capital Project Management, and Transition and Relocation Management—PPM empowers clients to concentrate on their core competencies.

At PPM, we prioritize our people. We are dedicated to cultivating diverse teams that excel in dynamic, collaborative, and enjoyable settings. Each team member plays a vital role in our collective success and that of our clients and partners. We define diversity as having a workforce that reflects the communities we serve, encompassing varied backgrounds, experiences, and perspectives. Our teams embody our core values of Service, Trust, Integrity, Honesty & Leadership, fostering a culture that balances care with accountability. We are One PPM.

Our commitment extends beyond client success; we are equally devoted to our communities and each other. PPM pledges to donate 1% of all revenue to non-profit organizations that serve the communities where we operate, and our team actively engages in philanthropic initiatives and volunteer efforts. We believe that the journey of reimagining human potential begins with reimagining our own.

Key Company Highlights

• Established in 2009 to deliver value-driven results and exceptional service to our partners and employees through personalized, resourceful relationships.
• Our diverse workforce of over 150 individuals enables us to build trust and connect with a wide array of clients and communities.
• Our Vision is to be the preferred partner wherever we can deliver high-quality outcomes and experiences while ensuring sustainable growth.
• Our Mission is to foster growth and improvement for our people, partners, and communities, guiding them toward excellence.
• Our foundational values include: Service, Trust, Integrity, Honesty, & Leadership.
• Our decision-making processes prioritize our People and Partners, followed by PPM's performance metrics.

We are committed to assembling exceptional teams that thrive in a welcoming and collaborative atmosphere. Our entrepreneurial and scalable approach ensures the highest standards of quality and professionalism, balancing care with accountability.

Position Summary

In the role of Facilities Operations Manager - Ticketed Services, you will play a crucial role in delivering exceptional service while effectively communicating with all stakeholders involved in projects or services, including key partners, internal clients, team members, and vendor associates. This position demands a strong focus on customer service, teamwork, and meticulous attention to detail to guarantee client satisfaction. You will be adept at managing conflicts while maintaining professionalism and concentrating on project objectives. This role is pivotal in addressing customer inquiries and directing them to appropriate resources for assistance. The ideal candidate will possess excellent listening skills, attention to detail, and the ability to communicate effectively through various channels, both written and verbal.

Primary Responsibilities

• Address client inquiries and resolve issues to ensure a positive customer experience.
• Demonstrate and promote customer service best practices among team members to deliver a unique and satisfying customer experience.
• Provide clients with accurate product or service information and solutions.
• Manage inquiries through a ticketing system.
• Process transactions with accuracy and efficiency.
• Maintain comprehensive knowledge of products and client needs to effectively address inquiries.
• Collaborate with team members to enhance client satisfaction.
• Manage a queue of customer requests related to services such as space, furniture, or accessories.
• Assist workplace managers with database updates regarding project floor plans, space assignments, and occupancy data.
• Support audits of existing spaces for architectural changes and signage.
• Prepare and distribute regular reports as requested.
• Establish and maintain strong relationships with clients to understand and direct their space needs.
• Meet all service level agreement (SLA) requirements by providing timely updates and resolutions for client requests.
• Assist with the onboarding process for clients, including badge access and seating assignments.
• Support move teams by aligning ticket requests with ongoing projects.
• Facilitate coordination of individual moves as needed.
• Update seating assignments for new hires and transfers as required.
• Provide prompt and measurable responses to client inquiries and requests.
• Lead project teams involving key stakeholders to achieve project milestones.
• Develop relationships with vendors and understand their services.
• Maintain accurate seating and headcount data in the client's management platform.
• Document project details and maintain organized project files.
• Conduct project meetings with service line leaders and key stakeholders.
• Identify and escalate risks and issues related to service level agreements or key performance indicators.
• Participate in process improvement initiatives.
• Perform other related duties as assigned.

Qualifications

• High school diploma or equivalent required; Bachelor's degree preferred.
• 2-3 years of experience in a customer service or project management environment preferred.
• Strong communication and interpersonal skills.
• Able to work independently or collaboratively within a team.
• Ability to execute tasks with minimal supervision, adhering to established policies and procedures.
• Consistent attendance and punctuality are essential.
• Strong analytical and problem-solving skills.
• Ability to de-escalate conflicts effectively.
• Proficient in multitasking and prioritizing in a fast-paced environment.
• Familiarity with computer systems and software applications.
• Experience with ERP/CRM systems preferred.
• Strong cross-cultural communication skills.
• Excellent organizational skills and attention to detail.
• Previous experience in space occupancy or data management preferred.
• Proficiency in MS Office Suite, MS Project, MS Visio, and other data management tools.
• Ability to communicate accurately and build consensus among stakeholders.
• Maintain a professional demeanor and work effectively in a team setting.
• This role requires daily communication with management, regional teams, and client/vendor teams.

Physical Requirements

• Some travel may be necessary for training and project delivery.
• Occasional evening and weekend work may be required during project launches and relocations.
• Must be able to move within and between client buildings frequently.
• Regularly required to sit for extended periods.
• Occasionally required to stand, walk, stoop, kneel, or crouch.
• Must be able to lift up to 25 pounds occasionally.

EEOC Statement

We are an equal 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.