Facilities Manager
About Kustomer
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences– not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.
Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
About the Role
The Facilities Manager will be responsible for workplace services at all of Kustomer’s locations, currently including our corporate headquarters in New York City, and several satellite offices in the east and west coast. The ideal candidate will demonstrate exemplary hands-on leadership, people management, critical thinking, innovation and multi-tasking abilities. Candidate must demonstrate proven success in a dynamic and fast paced environment with impeccable communication skills. This role reports to the VP of Finance and is based in New York City.
You’ll be responsible for:
- Managing our Office Experience Associate as well as sharing overall office responsibilities (this is a hands-on role)
- Developing and maintaining great working relationships with landlord and property management representatives and external service vendors
- Maintaining a high level of collaboration and coordination with other Kustomer managers and employees
- Ensuring performance of facilities maintenance inspections of public and common areas, by making sure “walk-throughs” are performed, and there is compliance with local health and safety regulations. Modeling company safety policies and participating in Emergency Response Team efforts
- Developing and implementing operational guidelines to deliver best-in-class services to Kustomer employees, visitors and guests
- Managing building vendors, janitors, and maintenance staff. Providing oversight and support to customer functions and events as needed
- Managing day-to-day operations of Kustomer’s HQ and other satellite offices by establishing and implementing standard procedures for team operations, service delivery and reporting
- Proactively partner with key providers and effectively implement vendor management best practices. Coordinate and oversee the work of vendors, business partners and contractors
- Coordinating the full range of Facilities Operations/Services programs that provide high impact to the Kustomer employee experience
- Contributing to developing metrics and benchmarks for measuring employee satisfaction, and workplace standards
- Driving ad-hoc projects and assignments as needed
Your qualities:
- You have 5+ years Facilities Management or property management experience; BA/BS degree preferred
- Experience delivering best in class customer service
- Comfort working in a fast-paced, deadline-driven environment where priorities change frequently
- Outstanding organizational, interpersonal, written and verbal communication skills
- Proficient with Microsoft Office Suite and Google Docs
- Ability to problem solve, deal with ambiguity successfully and accept change in a fast-paced environment
- Good project management skills with ability to juggle multiple projects/tasks across various user groups
- Must be a scrappy, hands-on self-starter and Kustomer enthusiast who thrives on working in a fast-paced environment
- Demonstrate a “can do” attitude about all things, and show a willingness to roll up your sleeves to get the job done
- Strong team player with service-oriented attitude and customer focus.
Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.
We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.