With 67% of companies now offering a hybrid work model according Flex Index data, companies are increasingly relying on Workplace Experience Managers to lead them through this transformation.

Going way beyond just managing facilities, today's workplace experience manager helps create engaging work environments for employees at home and in the office. They handle everything from physical office spaces to digital collaboration tools and ensure employees stay involved and productive, regardless of location.

As we strive to support leaders to create a happier future of work, I wanted to take a closer look at this role and how you can excel in it.

Let’s dive in.

The Evolving Role of Workplace Experience Managers

Companies need workplace experience managers more than ever. That makes sense, because the “workplace” is getting increasingly harder to define. With a laptop and a phone, for many of us, the office can be anywhere.

A workplace experience manager is a vital link between what organizations and employees want and how workplaces function. Their role has grown beyond basic office management to include:

• Workplace design and optimization
• Technology integration and digital experience
• Employee well-being and cultural initiatives
• Cross-departmental collaboration
• Strategic planning and implementation

These managers bring unique value because they work at the crossroads of facilities management, human resources, and IT:

• Connect different teams and learn about work patterns and priorities that other leaders might overlook. 
• Create consistent experiences across different work locations in hybrid work settings. 
• Build and roll out workplace strategies that align with modern work habits while cutting costs and impacting the environment. 

To do this, their work goes beyond physical spaces and includes digital collaboration tools, wellness programs, and ways to encourage social connection among scattered teams – usually in partnership with or instead of the Employee Experience Manager.

What does success look like in this role?

A good question to ask is whether employees have what they need to get their work done effectively.

To get more specific, you can measure a workplace experience manager's effect through better employee satisfaction, boosted productivity, and improved talent retention. This aligns closely with what workplace experts Luc Kamperman and Dr. Gleb Tsipursky advice as the new office metrics to track – precisely the 'office' is no longer merely a physical place.

And, as Brian Elliott, former Slack SVP and Future Forum Co-founder, emphasized recently in a conversation about workplace culture:

“Trust between employees and their leaders is the most crucial factor for innovation, productivity, and willingness to adopt new tools in the workplace.” – Brian Elliott

Since 70-75% of what employees perceive as "culture" stems from team interactions, trust and supportive environments are paramount – something the Workplace Experience Manager directly impacts.

Technology, Data, and Listening

Given the above, it's probably little surprises that technology plays a big role for Workplace Experience Managers. They blend various tools to create productive spaces that work well for remote and office teams, including:

• Collaboration platforms (Slack, Microsoft Teams)
• Desk booking and room scheduling software
• Advanced analytics and IoT sensors
• Digital signage and interactive kiosks
• Centralized request management systems

Companies now prioritize inclusive experiences to connect remote and office employees, and smart offices with connected technology alongside collaboration software make shared work easier to optimize. 

Analytics help optimize space and track movement patterns. These insights help workplace managers distribute resources and better plan engagement activities. 

For example, Grammarly uses employee surveys and third-party studies to understand how people work to optimize office space. As their Workplace Experience Manager for the United States, Tiffany Owyang Lam told FlexOS:

“‍We’ve been collecting feedback through surveys and have also hired an architectural firm to observe how people work and gather data. This data has helped us understand the needs of our team members and has been critical in shaping the design of our spaces.” – Tiffany Owyang Lam, Grammarly

But it’s not just about the office space – this data can inform every part of the employee experience:

“We’ve used this data to design a more flexible and supportive environment. Outside of design, the team can change how we service the experiences as well and see what needs to be communicated to help change behaviors.”  – Tiffany Owyang Lam, Grammarly

This insights-based approach helps create workplace solutions that meet employee needs and promotes transparency and continuous growth.

Becoming a Workplace Experience Manager

Becoming a workplace experience manager requires a unique blend of technical, interpersonal, and strategic skills. With these strengths, you can lead teams in creating dynamic, flexible work environments that support employees and adapt to changing workplace trends:

Holistic Understanding of the Workplace Ecosystem

First of all, great Workplace Experience Managers have a broad understanding of how physical and digital environments intersect. You’ll need a foundation in facilities management, but you’ll also need to understand HR priorities and IT needs to create an integrated employee experience.

People-Centric Leadership and Communication Skills

At the core, this role is about people. To excel, you’ll need to engage with employees across all levels, actively listening to their needs and translating feedback into action. Strong communication skills will help you advocate for employees and connect with senior leadership to shape the company’s workplace strategy.

Proficiency with Modern Technology and Tools

Digital tools are essential for managing hybrid work effectively. A workplace experience manager should be comfortable with everything from collaboration tools like Microsoft Teams and Slack to office utilization tools, hot desk booking software, and IoT-powered analytics. Familiarity with HR tech and employee management platforms is also a plus, as these tools help inform decisions around employee well-being.

Project Management and Strategic Planning Abilities

Workplace Experience Managers are project managers at heart. Whether overseeing an office redesign or implementing new workplace policies, they need to plan, execute, and evaluate projects with strategic goals in mind. Having a clear vision, strong organizational skills, and the ability to measure outcomes are key.

Data-Driven Decision-Making

Collecting and interpreting data is crucial for making informed choices. By using analytics, surveys, and observational studies, workplace experience managers can continuously refine office layouts, employee services, and even policies to align with actual usage and employee preferences.

And as hybrid work is still evolving, staying ahead means continuously learning (so, make sure you subscribe to our HR & hybrid work newsletter “Future Work”!) Regularly upskilling in areas like digital collaboration, space utilization, and employee engagement trends will help you anticipate changes and keep workplace strategies relevant.

Conclusion

In the past decade, workplace experience managers have become vital shapers of modern work environments. 

And while challenging, the role offers an opportunity to engage in the intersection of people, places, and technology – making it potentially one of the most impactful and future-proof careers.

Are you in?

If you’re considering becoming one or moving up in this world, reach out – we’d love to interview you to provide more context to this story.