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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

About GREWE

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

Amex treats Real Estate as a company asset, centrally managed, decisioned and budgeted at the highest segment results P&L. GREWE has global financial responsibility for Real Estate and is part of the broader global business services (GBS) organization which delivers critical shared services to colleagues across the entire enterprise.

We work in close collaboration with stakeholders in Colleague Experience Group (CEG), American Express Technology (AET), Global Security (GS) as well as rely extensively on our network of vendor partners to deliver a safe, productive, and desirable work environment for all the Amex business units and users that work in our offices.

GREWE Goals

GREWE seeks to be a proactive and flexible enterprise function supporting Amex growth and colleague experience. The entire team is focused on delivering against the following common goals that are linked to specific initiatives and metrics across different regions and functions within the team:

• Proactively enable long term enterprise growth and profitability.

• Be the workplace of choice in all markets and across all functions.

• Continuously improve delivery efficiency, flexibility, and speed

• Build and manage the best team as one GREWE (including our vendor partners)

• Consistently manage compliance, fiscal performance, risk, and safety globally

Amex Americas Operations

Americas is the largest region in terms of company headcount with over 30,000 colleagues and contractors, accounting for over 50% of the global real estate footprint and cost basis. Most of this staff is housed in major facilities located in New York City (HQ), Phoenix, Sunrise FL, Mexico City, Salt Lake City and Toronto. Many of these facilities support multiple critical global functions operating on a 24x7 basis. Additionally, there are multiple smaller offices and airport lounges in major cities.

GREWE supports a full-service 24x7 operation in Americas. Over 60% of the space is owned with full responsibility for all site, building and amenity service operations. Specific functions include:

Hard Services:

• Facilities Management

• Janitorial

• Moves/ Adds / Changes

• Repairs and maintenance

Soft Services:

• Dining Services Food and Beverage

• Fitness

• Mail

• Meeting / Training

• Reception

• Colleague communities

Additionally, GREWE is also responsible for the delivery of capital projects and leasing transactions that are necessary to support the continued growth of Amex businesses in Americas.

Job Description

Reporting to the Vice President – NA/LAC Operations and Global Design and Construction leader, the Director, Facilities Management U.S. West, Southeast & Latin America will be responsible for building & facility management services, engineering, FM projects, contract governance and vendor management, including the development, monitoring, and performance management of SLAs/KPIs within the defined locations (Building, country/countries and region).

The Director and team will be a key stakeholder within all aspects of the real estate management lifecycle for the facilities that American Express employees occupy or will occupy (new Sites) across the West, Southeast and Latin America region.

To ensure seamless delivery of the workplace experience s/he collaborates closely with other regional and global GREWE functions (transaction management, design and construction, workplace services, etc.), CEG (medical, benefits, etc.), Global Security Services, Regulatory Agencies, Country Leaders, and Country Executive Teams/Boards. The success of this role is measured through regulatory and service level conformance, employee satisfaction surveys, risk mitigation (Assessments and Inspections), incident ratings, and financial performance.

The successful candidate will be responsible for overseeing the creation and implementation of our standard operating procedures that will be used for reporting, compliance, executing and supporting the delivery of FM services / projects and support of workplace services. This individual is a proactive, solutions-oriented leader who will have responsibility for the GREWE Americas portfolio as well as the management of several vendors and outsourced service providers. At its core, this role leads a high-impact services function supported by professionals with significant technical and interpersonal skills.

While the responsibility to provide a safe, secure, and productive workplace that meets all necessary regulatory requirements is a given, s/he will need a service excellence and hospitality mindset to drive the GREWE goal of making Amex the “workplace of choice” for all our businesses and colleagues in every market. Innovations and improvements to enhance the colleague experience will need to be locally relevant while furthering the global Amex culture and brand. S/he will also need to have rigorous analytical and financial skills to drive creative solutions that focus on value generation and capture unique market opportunities.

The Director will be based in South Florida (Sunrise) or Phoenix (AEDR) and will have two direct reports while also managing teams of contractors and vendor partners. The successful candidate will be responsible for the engagement, development, recruitment, and retention of GREWE facilities management talent as well as vendor management to assure that Amex always attracts the best talent in the market.

Main Activities:

Customer & Colleague Relationship Management for GREWE Facilities Operations:

• The position is the relationship leader for Global Real Estate and Workplace Experience (GREWE) facilities operations in the defined locations, ensuring channels of communication are in place to facilitate regular and meaningful dialogue with Leadership Teams, Business Unit and Finance leaders and key customers regarding services being delivered, identifying issues in a proactive manner and driving resolutions where required.

• Advertises and promotes these services within the defined locations and is responsive to changing customer needs whilst working within AXP and GREWE policy and scope.

• Act as the escalation point for problem resolution for internal customers concerning all operational aspects of service delivery by Third-party service partners of GREWE’s Facilities Management Services.

• Collaborate closely with other regional and global GREWE functions such as global planning and administration, transaction management, design and construction, workplace services, workplace safety, finance operations, etc. and other non-GREWE functions such as security, medical, technology, etc. to deliver a seamless workplace experience to our colleagues.

Vendor Relationship Management:

• The delivery of Facilities Services is generally provided through the use of third-party service partners. A key responsibility is therefore vendor management and to drive vendor performance to deliver best in class services.

• Consistent, active and timely management of service partners, driving performance through the establishment, monitoring, reporting and management of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs.)

• Additionally, the position will support periodic RFPs for Facilities Services and the on-going development of service specifications (SOWs), contract amendments and commercial negotiations in conjunction with Global Supply Management teams.

Risk and Regulatory Compliance:

• Directs services and maintenance regimes via direct reports and vendors to ensure compliance to legislation, codes, directives and regulatory issues on both a local and regional level.

• Ensure the maintenance of a current building records management system.

• Ensure the maintenance and updating of all documentation regarding compliance issues and resolutions.

• Maintain regular contact with Health and Safety, Human Resources, Workplace Services and Security departments to ensure consistency in the market.

• Ensure the maintenance of a risk register including permitting and statutory requirements for on site works in progress, health and safety compliance, compliance to space standards legislation, fire certification updates based leasehold improvement projects and building population shifts.

• Maintain a Business Continuity Plan (BCP) for GREWE team in resident market and carry out annual exercises to ensure plan is meaningful and effective. Works with the GREWE Global Business Continuity Manager to deliver same; and to develop further BCP scenarios identifying how GREWE will provide essential facility related support to the business continuity plans owned by the core business.

• GREWE Oversite of third-party service partners Business Continuity Plan (BCP) in resident market and ensure its effectiveness by executing planned BCP scenario exercises, developing and supporting our core business units’ operations.

• The Director will ensure GREWE representation in the Crisis Response Team (CRT) for all incidents and activities.

Personnel Management – AXP Staff:

• Manages two direct reports and a team of Facility Managers and Vendor partners within managed sites, each of whom is responsible for total facility services in their resident market(s).

• Ensure effective performance management processes (PMP) are in place and adhered to including but not limited to mid and year end appraisals, employee development management, coaching, training, on the job and off, participation in CSAT and delivery opportunities for development through stretch targets.

• Drive performance to deliver best in class facilities services to the customer.

• Manage own direct report’s PMP requirements in a proactive and engaged manner.

• Work with Amex partners HR, Security, Branding, and sourcing to provide best customer service.

• Provides front facing role for senior customer liaison (Country Manager & LFO) on all aspects of service delivery.

• Ensures the Crisis Response Team (CRT) has GREWE representative in each market.

Financial Management:

• Manage building related finances for the market to ensure timely and cost-effective delivery of services.

• Analyse building budget performance, ensuring key risks and opportunities are highlighted and reported on a minimum monthly basis; provide forecast updates, variance explanations and bottom-up operating budget calculations as required.

• Maintain financial records for energy management and review, negotiation in conjunction with Global Procurement.

• Maintain financial records for all contracts.

• Liaise with Regional GREWE Finance Operations, located in India, regarding financial information relating to space, budgets, business unit costs, and financial systems compliance.

• Manage financial data collection and analysis via 3rd party service partners.

• Support the preparation of timely and meaningful capital plans, asset registers, and operational business demands for the FM and property management.

• Ensure direct reports take a regional approach to the tendering of local market service contracts, engaging Global Procurement once GREWE regional direction has been established. Works with local Procurement office to renew, change and/or cancel contracts.

• Ensure direct reports deliver finance management for their resident markets.

• Provide invoice approval and CPC validation (and/or other payment methods) in accordance with AEMP01 and for overseeing CPC reconciliations by third-party service partners.

Minimum Qualifications & Required skills:

• Minimum 10 years of experience in the Facilities Management field with a preeminent real estate service provider or leading global firm.

• Qualified in an engineering discipline and/or equivalentFacilities service management (IFMA, IWFM).

• Comprehensive knowledge of relevant regulations, laws, and familiarity with electrical, mechanical, maintenance, food services, environmental and safety codes, and systems.

• Experience in people leadership, specifically leading outsourced third-party teams working within a matrix environment, and experience of managing Facilities Services.

• Strong relationship management skills and the ability to communicate effectively at all levels and influence others.

• Strong working knowledge of Excel, Word, and PowerPoint with the ability to break down complex ideas into understandable and actionable message.

• Successful track record of managing within a capital and operating budget accounting framework. Knowledge and experience of budget and finance management, including capital planning, accrual and forecasting processes, analysis of risks and opportunities is required.

• Comfortable working in multi-tasking environment with multiple stakeholders, situational ambiguity, and project complexity.

• Proactive self-starter, analytical, numerate, tenacious with the ability to work under own initiative as the position has a high level of autonomy.

• Strong work ethic, uncompromising integrity, and hands-on approach to business that respects individuals at all levels and does not hesitate to pitch-in and do what is necessary.

Preferred Qualifications:

• An undergraduate degree in engineering, construction management, architecture or a related field is preferred.

Qualifications

Salary Range: $130,000.00 to $205,000.00 annually bonus equity (if applicable) benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries

• Bonus incentives

• 6% Company Match on retirement savings plan

• Free financial coaching and financial well-being support

• Comprehensive medical, dental, vision, life insurance, and disability benefits

• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy

• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)

• Free and confidential counseling support through our Healthy Minds program

• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Job: Real Estate

Primary Location: US-Arizona-Phoenix

Other Locations: US-Florida-Sunrise

Schedule Full-time

Req ID: 24007497