Workplace Program Supervisor - Merch Shop

Job Description

The Workplace Program Supervisor provides high-touch customer service,
operational leadership, oversight, and strategic guidance for our client’s specialized Merch
Shop. This position bridges internal client needs with exceptional program delivery, empowering
users to seamlessly navigate brand guidelines, curated vendor ecosystems, complex swag
policies, and international shipping protocols. The Supervisor manages day-to-day team
workflows, optimizes process documentation, drives training frameworks, and oversees ticketing
and alias management systems, and acts as a central liaison between cross-functional partners,
vendors, coordinators, and program leadership. Our goal is to cultivate a seamless, high-quality
experience for internal stakeholders and teams worldwide

● Provides operational and strategic support for the delivery of specialized merchandising
and swag programs, including online/onsite retail stores and custom team swag
guidelines and risk/security reviews.
● Utilizes critical thinking and deep subject matter expertise to see complex merchandising
initiatives and resource rollouts through from conception to completion.
● Oversees comprehensive customer service delivery across internal channels, including
ticketing systems, alias email logs, scheduling, and direct consultations. Guides team
members in crafting expert responses to nuanced client inquiries regarding swag
policies, preferred vendor minimum order quantities, tax implications, and international
shipping rules.
● Maintains, optimizes, and scales comprehensive Master Process Documents, training
plans, learning modules, visual flowcharts, and reference guides for incoming
coordinators.
● Builds and sustains relationships and manages communications with internal
cross-functional partners and preferred vendors, ensuring adherence to strict brand
guidelines, contract compliance, PII handling, and risk assessment standards.
● Manages internal marketing and communications channels—such as program updates,
newsletters, and FAQ repositories—to ensure stakeholders remain informed of policy
shifts and new offerings.
● Directs day-to-day program operations, mentoring team members and establishing
workflows, governance standards, and quality controls for administrative execution,
including meeting coordination, database integrity, and feedback form dashboard
analytics.
● Oversees financial accuracy, budget allocation, and vendor expenditure audits across
program lines
● Drives high-level organization and proactive communication across all team shifts, site
adjustments, and cross-functional expansions.
● Ability to work in a fast-paced environment and in ambiguity; highly adaptable and
flexible.
● Delivers onsite events related to swag and branded merch experiences throughout the
Bay Area and manages event coordination, set up, communications and day-of
responsibilities.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the position is $85,000 annually [or $40.86 per hour] and the maximum salary for the Workplace Program Supervisor, Merch Shop position is $95,000 annually [or $45.67 per hour]. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. 

Qualifications

Supervisory Responsibilities: Provides formal supervision to individual employees within a
single functional or operational area. Recommends staff recruitment, selection, promotion,
advancement, corrective action and termination. Plans and monitors appropriate staffing levels
and utilization of labor, including overtime. Prepares and delivers performance appraisal for
staff. Mentors and coaches team members to further develop competencies. Leads by example
and models behaviors that are consistent with the company's values.
Education and Experience: HS Diploma or GED required. A minimum of 2 - 3 years related
experience (e.g.Concierge, Hospitality, Room Management, or Customer Service roles) is
required. Associates or Bachelors degree preferred.

Certificates and/or Licenses: None

Communication Skills: Ability to tailor communications based on audience; Strong vendor
facing and user facing communication skills. Respond to common inquiries or complaints from
clients, co-workers, and/or supervisor. Effectively present information to an internal department
and/or large groups of employees. Comfortable meeting and interacting with new people. Warm
and engaging demeanor, and the ability to assess circumstances, empathize and offer help.
Financial Knowledge: Requires basic knowledge of financial terms and principles. Ability to
calculate simple figures such as percentages.

Reasoning Ability: Understand and carry out general instructions in standard situations. Solve
problems in standard situations, which requires basic analytical skills with strong reasoning and
critical thinking.

Scope of Responsibility: Decisions made with general understanding of procedures and
company policies to achieve set results and deadlines. Errors in judgment may cause short term
impact to co-workers and supervisors. Strong team player; thrives on collaboration.
Not required but preferred:
● Facilities or space management
● Proficient with Google sheets, Google Workspace (Gmail, Calendar, Slides, Docs Sheet)
and Excel
● Creative writing or retail background
● Experience with AI tools

Additional Information

If you require any adjustments or support in connection with your application or the recruitment process, please contact [email protected]. We are committed to ensuring that all candidates can participate fully in the process.

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

We value human interaction to understand each candidate's unique experience, skills and aspirations.

We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates

disclose any use of AI in the application and interview process.