Heidi Gugelman has spent her entire career in facilities management, building deep experience and strong relationships along the way. Now a Regional Facilities Manager overseeing offices across the US and Canadian northeast for a global client, she brings a people-first mindset to everything she does. Recently recognised with a WaveMaker award, Heidi shares insights into her journey in FM, the lessons that have shaped her leadership style, and why supporting people remains at the heart of her work every day.

Tell us about yourself and your current role.

I’ve been in facilities management my entire career. In the last six years, I’ve been Regional Facilities Manager overseeing the US and Canadian northeast offices for a global client.

Describe a typical day in your work life.

Are there typical days in FM? I think the unpredictability and variety is why many of us enjoy this industry.  Although the activities and challenges are different each day, the constant is the people. It’s vital to be there to support your team and your clients.  The services we provide may be the how of what we do, but the people are the why.

How do you deal with pressure or stressful situations?

Humour. There is seldom a situation that can’t be improved by approaching things with a lighter touch and a bit of laughter.

Who have been your strongest influences in life?

My parents. I was raised to believe I could do or be anything I wanted. Also, the most important thing is to do whatever I choose to the best of my ability and with integrity.  It’s still foundational to how I approach my life.

What led you to your current career path?

Like many people in FM, I came to it by accident.  My first job out of high school was a receptionist. Reception was part of the wider facilities offer, and I worked my way up from there. Having that kind of grounding has given me an understanding of how FM works from the bottom up, and the importance of our front-line workers who act as both the face of Macro, and often as the face of our clients as well

What are you most proud of accomplishing?

Being selected for Macro’s Developing Success leadership program was a very proud moment for me. Being recognised for my leadership potential was deeply meaningful, and successfully completing the 18‑month program gave me greater confidence in my abilities and reaffirmed my commitment to growing as a leader.

What are the most important life lessons you’ve learned?

To treat everyone with kindness, compassion, and integrity. If you can’t do those things, it doesn’t really matter how skilled you are or what other talents you might have.

What’s something about yourself that you want to improve?

Adapting to the increasing pace of technological change. To not be overwhelmed, and give in to the temptation to stick with what’s familiar.

What do you like about Macro?

The ability to be a part of an organisation where I – and anyone in the business – can make a difference.  

What do you enjoy most about your current role at Macro?

The people! I’ve had the privilege of collaborating with clients, colleagues and suppliers across countries and industries, and those relationships have enriched my life immeasurably. 

How do you drive for a better way?

By asking myself, regardless of the situation, if what we’re doing makes sense, and if there’s a way to approach it that is more efficient, less expensive, or adds more value.

What has been your proudest achievement at Macro so far?

Being recognised with an EMMI (Every Moment Macro Impact) early in my career with Macro. While I’ve had other notable achievements, that moment stood out for its personal impact. Being invited to dinner with the Operations Director in New York was incredibly motivating, not just because of the recognition, but because someone at a senior level took the time to connect with the winners. It was a powerful reminder that giving your time is one of the most meaningful ways to show appreciation. It taught me how impactful it can be to acknowledge others, and how even simple acts of recognition can inspire and energise people in lasting ways.

What motivates you every day?

The opportunity to make a difference, to both team members and clients.

What skills do you need to be good at your job?

Listening is the most important skill. If you don’t understand the true needs of your clients and your team, how well you perform your tasks doesn’t really matter.

What does your WaveMaker award mean to you?

It’s important to me to do everything I’m involved in to the best of my ability. I found it immensely gratifying to be part of the team that worked together to set a new client up for success, and being acknowledged for the contributions I made to that was very gratifying.