Role Description

This position will work within the global Real Estate & Workplace Services team (REWS). As a member of the San Francisco Real Estate & Workplace Services team, you will interchangeably work independently & with an experienced, cross-functional team to manage & successfully execute multiple ongoing tasks & projects supporting the physical workplace demands for our North American Studios. The ideal candidate will be an exceptional communicator, highly organized, detail oriented, self-motivated, & possess a well demonstrated ability to respond effectively to changing workloads & priorities. A positive attitude with the ability to think outside of the box will be critical in this dynamic, collaborative, creative, ever-changing, & sometimes ambiguous environment. Dropbox was founded on the principles of doing business responsibly, honestly & ethically. We are committed to working with the highest standards of integrity while promoting & maintaining exceptional quality of service both virtually & in-person at Dropbox Studios. Dropbox Studios are collaborative spaces where employees gather for in-person team meetings, large group events, & community building.  These spaces are instrumental in how we drive community & culture every day in our Virtual First experience. This role will lead the people & functions that make up the Facilities team, to include Building Engineering services, Facilities & Event services, Subtenant services, Mailroom, Janitorial operations & will report to the Head of Workplace.  

Responsibilities

Vendor Management

• Manage & oversee the general Studio Facilities Operations in NAMER & all contracted facilities personnel
• Take a leading contributory role in the development & implementation of strategies, policies, management systems, & procedures for the improvement of the Workplace team
• Ensure Key Performance Indicators (KPIs) are being met on a quarterly basis by the contracted facilities services team
• Drive NAMER facilities personnel vendor procurement, contract negotiations & performance management; including but not limited to defining SLAs, KPIs & QBR processes

Operations

• Assist with collaboration between cross functional partners to ensure the smooth operation of our San Francisco & Seattle Studios
• Maintain strong cross-functional partnerships across the REWS team by communicating goals, wins & opportunities to maximize safe & clean work environments
• Studio Facilities Operations: Act as a Facilities liaison for subtenants for building engineering support; Consult & make recommendations on the facilities systems & controls, including HVAC, Lighting, plumbing systems, and cleaning procedures, etc.; Vendor/Subtenant Management
• Monitor, respond to, & execute tickets through work order system to ensure assignment & completion of tickets as needed while meeting SLAs
• Provide stellar & compassionate customer service to employees raising facilities concerns & requests with clear communication, & a can do attitude
• Act as liaison to the landlord for daily operations including COIs, vendor access requests, & one off requests
• Serve as the manager and point of contact for daily facilities vendors including janitorial, repairs & maintenance, & furniture
• Provide as needed facilities support to cross functional teams for events, special projects, & any other office related needs
• Use guidelines set by management to aid in implementation of preventive maintenance & life cycle optimization strategies 
• Maintain facilities PM schedule, services & contracts; ensure appropriate Facilities PM plan is associated with each asset requiring preventive maintenance
• Ensure all purchase orders are receipted, matched, modified or re-issued within reasonable time frame to ensure compliance with both vendor contract terms & submission deadlines to Dropbox client
• Trains & follows up with vendors on billing procedures as needed; ensure copy of PO to each vendor as it contains Amazon invoicing & billing instructions 
• Responsible for maintaining Dropboxs facilities services & contracts. Provide strategic direction & leadership to on-site vendors & manage the daily operations of facility
• Forecast & track monthly/quarterly finances; Encourage & develop new ideas & initiatives with all hard services suppliers with the objective of enhancing service levels & improving cost efficiency

Requirements

• 5+ years experience in a customer facing facilities coordinator position, preferably in an office setting
• 5+ years customer service experience
• Solid knowledge & understanding of MEP systems
• Creative, critical thinker with advanced analytical skills
• Excellent written & oral communication skills & the ability to meet tight deadlines & prioritize workloads
• Self-motivated, able to work both independently & collaboratively within a team as projects dictate
• Strong financial, contract management skills. 
• Ability to lead, develop & grow team members & functions of a geographically distributed team
• 3+ year experience managing vendors including coordination, trouble shooting, & adhering to a budget
• Solid knowledge of property management, leases, construction terms & practices, with strong working knowledge of sophisticated building systems.
• Must possess strong leadership, analytical, & critical thinking skills
• Exposure to Health & Safety regulatory requirements
• Must be a self-starter with the ability to think strategically & deliver programs & services in an operationally pragmatic manner
• Enthusiasm for solving unique & complex facilities challenges & implementing creative cost-effective solutions
• Must have the skills set & qualities of being empathic & have a natural passion for delivering exceptional service
• Must possess the ability to foster & be a steward of a culture of trust, honesty & integrity
• Nights & weekend availability may be required for special events & projects