CX Workplace and Revenue Manager

CX Manager

Position Summary

At Highwoods, we're in the work-placemaking business, creating environments where people can connect, collaborate, and thrive. The CX Workplace & Revenue Manager is responsible for the operational performance, utilization, and revenue growth of Highwoods' customer-facing amenities, parking operations, placemaking initiatives, and The Commons flexible workspace platform. Reporting to the Director of Customer Experience, this role focuses on transforming shared spaces and experiences into measurable business opportunities that enhance property value, strengthen customer engagement, and generate ancillary revenue.

Working closely with Market Leaders, Property Management, and Leasing teams, this position develops and executes strategies that increase utilization, drive revenue, and support vibrant workplace destinations across the portfolio. Key areas of responsibility include The Commons business operations, parking revenue optimization, amenity space monetization, placemaking activations, retail partnerships, and performance analytics.

Key Responsibilities

Revenue & Placemaking Strategy

• Develop and execute portfolio-wide placemaking and revenue strategies that enhance the customer experience while producing measurable business outcomes.

• Establish key performance indicators related to amenity utilization, ancillary revenue, parking revenue, customer engagement, customer retention, and workplace experience.

• Build business cases and ROI analyses demonstrating the value of customer experience investments, placemaking initiatives, and amenity programming.

• Identify opportunities to increase ancillary revenue streams while strengthening customer satisfaction and engagement.

• Partner with Market Leaders, Property Management, and Leasing teams to align placemaking initiatives with business objectives and market opportunities.

• Research industry trends and emerging workplace strategies that support Highwoods' position as a leader in customer experience and work placemaking.

Amenity Space Strategy & Revenue Optimization

• Lead the strategic management, promotion, utilization, and monetization of Highwoods' amenity spaces, including conference centers, wellness facilities, rooftop venues, parks, lounges, entertainment spaces, and other shared customer environments.

• Develop portfolio-wide pricing frameworks, reservation standards, operating procedures, and service expectations.

• Drive customer awareness, engagement, and utilization through strategic marketing and promotion initiatives.

• Partner with Leasing teams to position amenity offerings as competitive differentiators that support customer attraction and retention.

• Analyze utilization trends and revenue performance to identify opportunities for optimization and growth.

• Establish enterprise-level standards and best practices while supporting Property Management teams responsible for local execution and customer service delivery.

The Commons (Flexible Workspace) Operations & Growth

• Lead the business strategy, operational performance, and growth of The Commons, Highwoods' flexible workspace platform.

• Oversee pricing strategy, inventory management, occupancy performance, customer onboarding standards, and overall operational effectiveness.

• Partner with Leasing teams to drive occupancy, customer adoption, and market awareness.

• Evaluate expansion opportunities, new workspace offerings, and service enhancements that drive revenue growth and customer value.

• Manage personnel supporting The Commons operations and ensure consistent service delivery across markets.

Community Activation, Placemaking & Destination Programming

• Develop and lead placemaking initiatives that activate parks, outdoor spaces, retail environments, and shared destinations, creating vibrant places where customers and the surrounding community want to gather.

• Cultivate partnerships with restaurants, retailers, sponsors, community organizations, and cultural institutions to enhance programming, engagement, and visibility.

• Collaborate with Market Leaders, Leasing, and Property Management teams to align activations with market objectives and property strategies.

• Lead the planning and performance of large-scale placemaking programs, measuring success through engagement, brand awareness, property activation, and business impact.

• Serve as a consultant and support for destination-focused activations, while local teams support execution and on-site operations.

Parking Business Operations & Revenue Strategy

Parking is often the first and last interaction customers have with a Highwoods property. This role ensures parking is managed as both a critical customer experience touchpoint and a strategic revenue-generating business.

• Lead the strategic oversight and financial performance of parking operations across the portfolio, focusing on revenue growth, utilization, operational excellence, and customer experience.

• Manage and support the SmartPark team, establishing priorities, performance expectations, and best practices.

• Partner with Market Leaders and Property Management teams to optimize parking operations, pricing strategies, and revenue opportunities.

• Oversee parking technology platforms, access control systems, vendor relationships, and related service contracts.

• Monitor key performance metrics, identify improvement opportunities, and implement initiatives that enhance operational efficiency and financial results.

Retail Partnerships & Destination Experience

• Collaborate with Leasing teams to strengthen the connection between retail offerings and overall customer experience.

• Develop strategies that increase engagement with on-site restaurants, retailers, and service providers.

• Create partnerships and promotional programs that enhance the value proposition of Highwoods properties.

• Support placemaking initiatives that transform Highwoods properties into destinations where customers want to gather, work, connect, and thrive.

• Identify sponsorships, merchant collaborations, and revenue-generating opportunities that support both customer experience and business objectives.

Qualifications

Education & Experience

• Bachelor's degree in Business, Hospitality, Real Estate, Customer Experience, or related field preferred.

• 4+ years of experience in customer experience, hospitality, commercial real estate, property operations, business operations, revenue management, or related disciplines.

• Experience managing revenue-generating programs, shared spaces, hospitality operations, or customer-focused initiatives.

• Demonstrated experience leading cross-functional projects and influencing teams without direct authority.

• Experience with financial reporting, budgeting, revenue analysis, and operational performance management.

Knowledge, Skills & Abilities

• Strong business acumen with the ability to connect customer experience investments to measurable business outcomes.

• Strategic thinker with a passion for creating engaging workplaces and destinations.

• Excellent analytical, financial modeling, and data interpretation skills.

• Strong project management and organizational capabilities.

• Exceptional communication, presentation, and relationship-building skills.

• Ability to balance operational execution with long-term strategic planning.

• Proficiency with property operations, reservation, CRM, and business intelligence platforms.