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 Global Real Estate and Workplace Experience (GREWE)

Global Real Estate and Workplace Experience (GREWE) is the global team at American Express (Amex) responsible for the full lifecycle of planning, execution, and operations of Amex real estate. 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. Real estate and is part of the broader Global Servicing Group organization which delivers shared business services to colleagues across the enterprise.

GREWE partners closely with stakeholders in Colleague Experience Group (CEG), Technology, and Global Security, as well as rely extensively on our network of vendor partners to deliver a safe, productive and desirable work environment.

Job Description

Based in Phoenix and reporting to the Director of Operations, US West, South & LAC, this position will oversee Amex’s third-party relationships with real estate service providers. As the central facilities lead in the Americas West market, this position is responsible for working with vendors to maintain Amex offices and provide a seamless, best-in-class experience to colleagues. The scope of this role includes facilities management, engineering, janitorial, and light construction projects, as well as supporting the delivery of hospitality services. This role will over see the FM Operations across our Phoenix, Salt Lake City, San Francisco and Palo Alto locations.

This role requires a hospitality mindset, creative problem solving, and a strong focus on safety and compliance. In addition, this position will partner closely with regional and global GREWE functions (Relationship manager, transaction management, design and construction, workplace services, etc.), CEG (medical, benefits, etc.), Global Security Services, Regulatory Agencies, Country Leaders, and Country Executive Teams/Boards.

Roles & Responsibilities

Customer & Colleague Relationship Management for GREWE Facilities Operations

• 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 to support 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:

• 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.

Financial Management:

• Oversee 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 to Director of FM, variance explanations and bottom up operating budget calculations as required.

• Support financial records keeping for energy management and review; negotiation in conjunction with Global Procurement.

• Maintain financial records for all contracts.

• 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.

• 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.

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

• Fluent in Spanish and English – required

• Proficient in Portuguese (preferred)

• Ability to travel throughout LAC and United States

• 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

• Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Qualifications

Salary Range: $80,000.00 to $155,000.00 annually bonus 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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Real Estate

Primary Location: US-Arizona-Phoenix

Schedule Full-time

Req ID: 24017299