JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
This client facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality culture to the workplace. The Workplace Experience Manager is a leader on the platform team responsible for governing, overseeing and supporting services impacting the employee and guest experience such as, Meeting Services, Concierge/Reception, Reprographics, Mailroom, Reservation Management, Food and Beverage, Janitorial and vendor partnership to include support of services in meeting strategic business objectives and key performance indicators.
This position requires interaction with the Account Leadership team, Client, Vendors, Operational, and Support staff and will be a fast-paced environment consistent with handling multiple demands and priorities, candidate must be able to process and develop information to meet their needs, as well as coordinate various account level facility activities and projects. The candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and consistently make effective, high-quality decisions.
We are seeking a talented and proactive person with excellent organizational and leadership skills. In this role, you will be responsible for overseeing all aspects of the workplace experience and facility management, ensuring a seamless and engaging environment for employees and visitors. You will manage a team of direct reports and collaborate with various stakeholders to optimize workplace efficiency, safety, and satisfaction.
Key Responsibilities
Oversee the soft services team and related vendor partner relationships by providing a seamless interface with field teams supporting the client’s real estate through organization, leadership, responsiveness, and creativity.
Ensures a seamless and consistent level of service is provided at every user touchpoint.
Cross-train account team members and lead all account services in all employee-facing services (i.e. reception, community, wellness, break areas, meetings, office and event spaces)
Ensure the employee experience from pre- arrival to departure is enhanced through personalized responses to day-to-day requests.
Develop and execute workplace experience strategies and programs aligned with organizational goals to enhance employee satisfaction, engagement, and productivity.
Lead, develop and implement innovative programs, processes and procedures that reduce costs, increase efficiency, productivity, or quality and/or reduce risk regarding local, state, and/or federal laws and regulations by working closely with the team, vendors, contractors, consultants, and Client.
Manage, coordinate, and execute services, reporting, audits, cost savings, small projects, centralized initiatives, and associated Client relationships.
Establish and maintain strong relationships with key stakeholders (e.g. employees, vendors, Client contacts) to understand their needs and proactively address workplace related issues or concerns.
Ensure vendor management routines and Service Level Agreements are met and work is completed satisfactorily for the Client.
Develop and execute appropriate reporting routines to support platform, region, account, and/or Client goals and objectives.
Assist in Platform Compliance/Operations audit(s) as applicable.
In consultation and collaboration with soft services leadership, oversee the operation, staffing, performance and development of the service delivery staff and field team processes.
Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration.
Performs additional job duties, as requested including execution of selected work orders.
Perform the Services after normal business hours and during weekends as necessary or appropriate to provide, perform, and deliver the Services, or as reasonably requested by the Client.
Participate in Employee training programs to improve skill levels and competencies.
Foster a positive and inclusive team culture, promoting collaboration, innovation, and continuous improvement.
Lead and motivate a team of direct reports, providing guidance, support, and performance feedback.
Facilitate training and development programs to enhance team members' skills and knowledge in workplace experience and facility management.
Conduct regular surveys and gather feedback to measure workplace satisfaction and identify areas of improvement, recommending and implementing appropriate actions.
Continuously monitor and assess workplace trends and best practices to identify opportunities for improvement and innovation.
Manage all facility-related tasks, including maintenance, security, repairs, and renovations, to ensure a safe, well-maintained, and compliant workplace environment.
Develop and implement facility management strategies, policies, and procedures to optimize efficiency and minimize operational costs.
Oversee the selection, negotiation, and management of all facility service providers, contractors, and vendors.
Conduct regular inspections and audits of the facility to identify maintenance issues, safety hazards, and compliance gaps, taking corrective actions as necessary.
Ensure adherence to local regulations, building codes, and safety standards, keeping up to date with industry developments and implementing necessary changes.
Coordinate and manage facility emergencies, including evacuation drills, crisis response, and business continuity planning.
Maintain accurate records and documentation related to facility management, including budgets, contracts, permits, and licenses.
Qualifications
A minimum of 5 years prior experience in hospitality, tourism, events operations property management, or c- suite, client facing Facilities Management experience
College Degree strongly preferred in business, hospitality, communications, or real estate. Relevant certifications, such as CFM (Certified Facility Manager), are a plus.
Proficiency in Microsoft Office Suite (Excel, Work, PowerPoint, Outlook, and Access)
At least 3 years of people management experience plus proven experience in workplace experience management, facility management, or a related field.
Strong attention to details, organized, flexible, problem solving and agility to take on new projects.
Strong strategic and analytical thinking
Proven track record of excellent internal and external customer service
Proficiency in facility management software and tools for tracking and reporting.
Customer focused mentality with a passion for hospitality
Excellent verbal and written communication skills with the ability to communicate professionally in a clear and concise manner.
Strong team player with the ability to grasp new ideas and change direction quickly, in a fast-paced environment.
High degree of innovation and independence and the ability to work with minimal supervision.
Ability to work effectively in a fast paced and dynamic environment, managing multiple priorities and deadlines.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.