Jackie Riegel Kittek, a facilities manager at global services firm CAI, is passionate about women’s empowerment in the industry. According to her, “When we celebrate women role models, we inspire the next generation to pursue a career in this field.”
It’s an important goal, given that women account for only 25% of the FM workforce in North America. However, Riegel Kittek serves as a prime example of why closing that gender gap is poised to improve the industry overall.
Based in Pennsylvania, CAI has more than 8,700 associates worldwide and offers a host of services to public and commercial clients. Riegel Kittek’s main responsibilities at the company include vendor management and overseeing maintenance and repairs of buildings and equipment for CAI’s locations within the U.S., India, and the Philippines. Beyond those staples of her job, she can be found supervising renovation and construction projects while budgeting and forecasting for them; maintaining compliance with health and safety regulations; refining emergency preparedness and optimizing space plans; and coordinating all aspects of lease administration.
Riegel Kittek has been in the industry for 15 years working in various verticals. She was in the e-commerce supply chain sector, where she was responsible for managing logistics and ensuring warehouse operations were efficient and effective. She then transitioned into construction management, overseeing the planning, coordination, and execution of construction projects. Before joining CAI about four years ago, she served as the facilities manager for a community bank, maintaining and improving the bank’s physical infrastructure.
Notably, Riegel Kittek recently completed Mercy University’s Women in Leadership Program, which equips professionals with strategies to improve performance, resolve conflicts, and refine managerial skills. She has also earned a certificate in property management from Ashworth College and the ProFM credential.
To learn more about Riegel Kittek and her take on industry issues, please read the “Faces of Facilities” interview below:
How did you get your start in the field?
In the wake of the 2008-2009 recession, I found myself in a junior-level role within the facilities department of a community bank. When the facilities manager left, I seized the opportunity to step up and lead a major project that was typically overseen by them. This hands-on experience proved to be invaluable, providing me with insights on the intricacies of facilities management. I was fortunate to have a mentor who guided me through this transition, equipping me with the skills and confidence I needed to help me continue advancing. Reflecting on my journey, I often say that taking the initiative when the opportunity arose was a pivotal moment that shaped my career.
Who has been your biggest influence in the industry, and why?
The biggest influence in my career so far is a former manager, who wasn’t directly in the facilities field. They took a chance on me and gave me the opportunity to work in the facilities department. Their mentorship was invaluable as they guided me through construction projects, contracts, leases, budgeting, and many other facets of the job. They created a judgement-free space for me to ask questions and provided me with great feedback. I refer to many of those lessons daily, and their impact on my career has been profound and lasting.
What’s your best mistake, and what did you learn from it?
My best mistake that stands out as a significant learning experience occurred when I cut corners on a project. It resulted in project delays and strained relationships with vendors and colleagues. I owned it, took responsibility, and now use it to my advantage. It taught me that shortcuts are never the solution; instead, being transparent and setting realistic expectations are crucial for success—it’s better to under-promise and over-deliver than the reverse. My fear of informing my leadership team about a potential delay led to even greater setbacks.
Today, I can confidently speak to how long and involved a task will take and what I need to get it completed correctly. It’s important to fail fast so that those learning moments can help guide you in the future.
What are some of the biggest facilities management issues at your organization?
At CAI, we founded and fund an elementary school to serve underserved children and give them an educational foundation to grow from. When I first joined CAI, I quickly saw the gap in facilities management for the school. The administrative staff had been juggling facilities-related projects alongside their educational duties. After discussing this with my manager, I stepped up to support the school’s needs, allowing the administration to focus on providing quality education. This has been one of the most rewarding aspects of my role, as it creates a safe and efficient learning environment for the students.
This in and of itself presents unique responsibilities outside of managing office spaces. A school setting primarily focuses on creating a safe, healthy, and conducive learning environment for students. We have to be meticulous when planning and executing building projects so that we don’t disrupt the school day, or only minimally if needed. This often involves working after hours, on weekends, or during school holidays to avoid hindering the educational process. Safety and security are also heightened concerns in schools, necessitating strict access control, comprehensive surveillance, and thorough emergency preparedness plans.
What’s your favorite part about working in the industry?
One of my favorite parts about working in the facilities management industry is the opportunity to truly collaborate with everyone, which ties directly into CAI’s first principle in our 1-3-5 core value philosophy. I get to meet and interact with colleagues from all levels and backgrounds across the organization. Whether it’s strategic planning with executives or working with maintenance staff on daily operations, I love getting to know everyone and working together toward a common goal. We make a real impact on our shared workspaces, enhancing productivity and overall well-being. Seeing the satisfaction and comfort of those who use our spaces every day is incredibly fulfilling.
What changes would you like to see in the FM industry?
More workplace accessibility, community partnerships, and women leaders in facility management.
It’s already happening, but I like to see the continued effort of widely accepted inclusive and accessible workplaces. This involves creating spaces that accommodate neurodivergent individuals and colleagues with both invisible and visible disabilities including more sensory-friendly areas, quiet spaces, personal needs rooms, etc.
It’s also important to invite others into our facilities and teach them all that is involved in facilities management. For example, at our headquarters, we partner with a special learning school to have children and young adults with special needs get real-work experience. Throughout the year, these students come and assist us with various maintenance jobs around the building. They also meet with colleagues and have in-depth conversations about their jobs. It’s rewarding to see the students get excited about the impact they’re making.
I recently completed a women in leadership course. I want to see more empowered women leaders in our field and receiving more of the resources they need including mentorship programs, leadership trainings, and networking opportunities. When we celebrate women role models, we inspire the next generation to pursue a career in this field.
How can company leaders make facilities management a value within their organization?
When leaders share success stories and employee feedback about facility improvements, it highlights the positive impact on employee well-being and productivity. Consistent communication to the workforce about how facilities management directly benefits colleagues’ daily work fosters better collaboration and understanding of the working environment. Through consistently demonstrating the value, analyzing feedback, and adopting new technologies to improve the workplace’s performance, facilities management and business leaders can work together to make new investments that improve office spaces.
Where do you see the industry heading in five years? Are you noticing any major trends?
The facilities management field is set for significant transformation over the next five years, driven by technological advancements and the evolving needs of hybrid work environments. With hybrid models requiring adaptable workspaces and collaborative tools, we need to embrace IoT integration, predictive analytics, and smart buildings to optimize operations and improve energy efficiency. Additionally, the pandemic has us doubling down on health and safety protocols with touchless building access, advanced air filtration, and automated consistent cleaning will remain crucial.
For colleagues who work more often in an office space, the employee experience needs to be top of mind to increase engagement: ergonomic furniture, office amenities, wellness programs, and many other items.
But whether your workplace is online, on-site, or both, cybersecurity measures need to stay vigilant. Partner with your cybersecurity team to keep up with the latest trends and security solutions to keep your colleagues and company assets safe.
What are you most proud of?
I am very proud of my growth, setting a strong example for women in facilities and consistently contributing to positive work environments throughout my career.
One of my most rewarding experiences was relocating the privately owned and operated elementary school CAI founded for underserved children. It involved collaboration on the building design and many months of behind-the-scenes work to deliver a welcoming school that nurtures learning and development. Because of our efforts, the students’ futures will be profoundly impacted for the better.
Do you have any advice for people entering the profession?
Embracing reasonable risks and committing to continuous learning are crucial for driving innovation. Effective communication and a collaborative approach with team members, contractors, and stakeholders ensure smooth project execution and a cohesive working environment. Always ask questions to better understand and admit to mistakes to build trust and improve for next time. Learning from failures and viewing them as opportunities will make you more resilient and better equipped for future challenges.
Anything else you’d like to add?
Facilities management is a dynamic and ever-evolving field that blends excitement, challenges, and immense rewards. No two days are alike, which brings many opportunities to learn and grow. While the role can be challenging, particularly when managing complex projects or addressing urgent issues, the satisfaction from creating and maintaining environments that boost productivity and well-being makes it all worthwhile. The tangible impact of your work, whether it’s designing efficient workspaces or ensuring seamless operations, brings a profound sense of accomplishment and fulfillment.
Are you or a colleague an FM professional interested in being profiled for the “Faces of Facilities” series? Please contact Editor Joe Bebon at JBebon@BLR.com.