Senior Market Manager - Workplace Ops

WeWork Reforma Latino (97001), Mexico, Ciudad de Mexico, Ciudad de Mexico
Senior Market Manager - Workplace Ops
At Capital One, we dare to dream, disrupt and deliver a better way. Our goal is simple-bring ingenuity, simplicity and humanity to an industry ripe for change. Our Global Workplace Services (GWS) team is a dynamic organization wheredevelopment matters as much as our ability to provide collaborative and secure environments that drive connection, innovation and business success. Our commitment extends beyond solutions; it embraces a culture of care. We value, celebrate and respect each teammate's unique talents, experience, and contributions.
In GWS, our team manages a diverse portfolio of mixed-use owned and leased properties. We're constantly transforming our workplace to enable our employees to work the way they work best. But it doesn't stop there. We don't just reimagine and create fabulous spaces and amenities, we also manage and operate them and ensure the safety and security of our employees and the community-we're a well-oiled machine! That's why our team is looking to add a Senior Market Manager in Workplace Operations.
As a Senior Market Manager in Workplace Ops, you'll manage the day-to-day relationships with our internal customers and lines of business, and engage with external providers responsible for facilities, space planning, moves, food and beverage services and mail services. You will also help partner on the execution of security strategies that will improve operational effectiveness and ensure the safety of Capital One employees and customers within the community.
The ideal candidate should:

• Lead teams and across levels through strategic and compelling storytelling that drives action/outcomes
• Prioritize the customer experience by getting first hand customer information and considering perspectives to solve immediate needs
• Guide, motivate and inspire others to think differently and deliver results through fact-based recommendations and building consensus
• Quickly establish themselves as a subject matter expert and offer their skills to assist others
• Incorporate prior experience, data, the expertise of others, requirements and good judgment when making decisions
• Model and promote values, shape team culture and celebrate value-driven behavior
• Understand when to change processes in order to innovate and collaborate to ensure solution feasibility
• Drive results by making adjustments to overcome obstacles, holding others accountable, setting milestones and ensuring efforts are aligned to business priorities
• Remove obstacles for team, bring visibility to team impact, and build a spirit of camaraderie
• Set team tone and culture, prioritizing empowerment and psychological safety; and consider expertise from broader team to delegate and create leverage

Key Responsibilities:
Operational Excellence

• Lead third-party providers responsible for facilities, space planning, moves, food and beverage services, hospitality, conferencing, AV and print/mail services
• Measure and report on vendor performance according to service provider scope of work and KPIs
• Own and drive solutions that optimize facility utilization
• Promote operational excellence in customer service and a seamless user experience across providers
• Enable service providers to innovate and deliver transformational results
• Maintain landlord relationships and engage with landlords facilities team as required

Strategy & Relationship Management

• Partner with internal Capital One stakeholders such as Finance, HR, Risk, Legal, IT, Supplier Management and other lines of business
• Serve as the trusted real estate expert and partner for cross-functional teams at all levels, internally and externally
• Deliver high-performing results while balancing customer needs and communicating Global Workplace Services strategies and best practices
• Foster a positive work environment through engagement and team building activities

Project Oversight

• Contribute to the development of the annual CapEx and Opex budgets
• Partner with other GWS teams to create solutions and/or solve problems in a proactive manner
• Recommend opportunities for cost savings but more importantly, efficiency improvements that increase employee productivity

Risk Mitigation

• Mitigate risks by partnering closely with real estate service provider and internal Capital One Risk teams, as to ensure we are well managed at all times
• Manage safety and security issues stemming from incident reports
• Partner with business continuity teams to ensure all facilities are prepared before and after an emergency situation

Basic Qualifications:

• Bachelor's Degree
• At least 10 years of experience in Facilities Management or Relationship Management
• At least 5 years of experience managing facilities for multiple locations

Preferred Qualifications:

• At least 6 years of experience in Project Management, People Management or Supplier Management
• At least 5 years of experience in Workplace Strategy or Strategic Real Estate Planning
• At least 5 years of experience with G Suite tools

At Capital One, we respect individual differences in culture, religion, and ethnicity. Likewise, we promote equal opportunities and development for all personnel. In the hiring process, we seek to provide equal employment opportunities to candidates, regardless of race, color, religion, gender, sexual orientation, marital or civil status, national origin, disability, or any other situation protected by federal, state, or local laws.
For technical support or questions about Capital One's recruiting process, please send an email to [email protected]
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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe, any position posted in the Philippines is for Capital One Service Corp (COPSSC), and any position posted in Mexico is for Capital One Technology Labs Mexico.