Manager-Facilities Management

About Global Real Estate and Workplace Experience (GREWE)

Global Real Estate and Workplace Experience (GREWE) is the global team at American Express responsible for the full lifecycle of planning, execution, and operations of American Express real estate. GREWE supports over 65,000 colleagues and contractors in over eight million square feet of property located in 41 countries. The portfolio consists of large full-service campuses, office buildings, sales offices, and airport lounges that may be owned, leased, or occupied through serviced-space arrangements.

Real estate is part of the broader Enterprise Shared Services organization, which delivers shared business services to colleagues across the enterprise. GREWE partners closely with the Colleague Experience Group, Technology, Global Security, and a network of vendor partners to deliver a safe, productive, and desirable work environment.

How will you make an impact in this role? 

Based in New York and reporting to the Director of Operations, Northeast Subregion, this position oversees American Express third-party relationships with real estate service providers. As the central facilities lead in the Americas Northeast market, the role is responsible for working with vendors to maintain offices and provide a seamless, best-in-class colleague experience.

The scope includes facilities management, engineering, janitorial services, light construction projects, and support for hospitality services across New York, Chicago, Washington and Chicago. The role requires a hospitality mindset, creative problem solving, and a strong focus on safety and compliance. It partners closely with regional and global GREWE functions, Colleague Experience Group, Global Security Services, regulatory agencies, country leaders, and local executive teams or boards.

Customer and Colleague Management

• Advertise and promote GREWE facilities services within the defined locations, responding to changing customer needs while working within American Express and GREWE policy and scope.
• Act as the escalation point for internal customers concerning all operational aspects of service delivery by third-party facilities management partners.

• Collaborate with regional and global GREWE functions, including planning and administration, transaction management, design and construction, workplace services, workplace safety, and finance operations, as well as Security, Medical, and Technology teams, to deliver a seamless workplace experience.

   

Vendor Relationship Management

• Support vendor management and drive third-party service partner performance to deliver best-in-class facilities services.
• Establish, monitor, report, and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

• Support periodic requests for proposals for facilities services and the ongoing development of statements of work, contract amendments, and commercial negotiations with Global Supply Management.

   

Risk and Regulatory Compliance

• Maintain regular contact with Health and Safety, Human Resources, Workplace Services, and Security to ensure market consistency.
• Maintain a risk register addressing permitting and statutory requirements for work in progress, health and safety compliance, space standards legislation, fire certification updates, leasehold improvement projects, and building population shifts.
• Maintain and annually exercise a Business Continuity Plan for the GREWE team in the resident market, working with the GREWE Global Business Continuity Manager and core business units.

• Provide GREWE oversight of third-party partners’ Business Continuity Plans and validate effectiveness through planned scenario exercises.

   

Financial Management

• Oversee building-related finances for the market to ensure timely and cost-effective service delivery.
• Analyze budget performance, highlight risks and opportunities at least monthly, provide forecast updates and variance explanations, and prepare bottom-up operating budget calculations as required.
• Support financial recordkeeping for energy management and review, including negotiations with Global Procurement.
• Maintain financial records for all contracts and manage financial data collection and analysis through third-party service partners.
• Support timely and meaningful capital plans, asset registers, and operational business demands for facilities and property management.
• Provide invoice approval

• Minimum 5 plus years of facilities management experience with a preeminent real estate service provider or leading global firm.
• Engineering qualification and/or equivalent facilities service management credential (IFMA or IWFM). An undergraduate degree in engineering, construction management, architecture, or a related field is preferred.
• Comprehensive knowledge of relevant regulations and laws, with familiarity across electrical, mechanical, maintenance, food services, environmental, and safety codes and systems.
• Experience leading outsourced third-party teams in a matrix environment and managing facilities services.
• Strong relationship management, communication, and influencing skills at all levels.
• Strong working knowledge of Excel, Word, and PowerPoint, with the ability to translate complex ideas into understandable and actionable messages.
• Demonstrated experience managing capital and operating budgets, including capital planning, accruals, forecasting, and analysis of risks and opportunities.
• Ability to work in a multi-tasking environment with multiple stakeholders, situational ambiguity, and project complexity.
• Proactive, analytical, numerate, and tenacious self-starter who can operate with a high level of autonomy.
• Strong work ethic, uncompromising integrity, and a hands-on approach that respects individuals at all levels.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.