Director, IFM & Workplace Experience

JLL•Mountain View, CA

6d•$192,000 - $250,000•Onsite

About The Position

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Every day, we set the highest standard for all site operations, experience, customer service, financial acumen, and technical knowledge for our fast moving big tech Client. We pride ourselves on delivering excellence in the care and comfort of every guest, client, and employee that we interact with, while maintaining incredible facilities and fast moving teams. As a senior leader within a tech-forward culture, the IFM Director promotes high performance and operational rigor while ensuring the highest standards across all service delivery in his/her portfolio. The IFM Director will also double-hat as Transformation Lead on initiatives including but not limited to Workplace Experience across the account. This role requires an enthusiastic, highly collaborative professional who can lead through culture, people leadership, integration, hospitality and connection. You will bring complete transparency and accountability to everything we do—seamlessly blending mechanical and hard services with magical workplace experiences to achieve a unified, best-in-class integrated facilities environment.

Requirements

Minimum of 10+ years of experience in integrated facilities management, property operations, corporate hospitality leadership, or a closely related field.
At least 5 years of dedicated supervisory experience managing multi-disciplinary facilities or guest service teams is required.
A Bachelor’s Degree or Diploma in Facility Management, Property Management, Business Operations, Engineering, or a hospitality-related field is highly desirable.
Proficient in workplace management systems, computerized maintenance management systems (CMMS), and Google Suite tools, with the ability to interpret real-time data, tickets, and space utilization charts.
Exceptional capability to build and manage multi-million dollar operational budgets, forecast expenditures, manage vendor contracts, and generate actual-vs-budget variance reports.
Outstanding verbal and written communication skills.
Proven experience in navigating complex client matrices, addressing high-stakes friction points, and speaking confidently in front of senior leaders and employee forums.
Ability to perform active site walkthroughs to audit mechanical rooms, workspace aesthetics, and infrastructure zones across multiple campus locations to verify compliance with JLL and client quality standards.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Professional industry certifications (e.g., IFMA CFM, PMP) are a significant advantage.

Responsibilities

Oversee and manage the assigned site(s) in strict accordance with all agreed policies, procedures, and contract scopes, ensuring hard facilities maintenance and soft employee experiences operate as a singular, cohesive program. The successful candidate will oversee all Operations, Events, Engineering, Reception, Mailroom, Sustainability, Occupancy Planning and Moves Adds Changes, and the culture of the workplace.
Drive the workplace experience by infusing hospitality-first mindsets into routine facility tasks, turning day-to-day operations and real-time help desk feedback into frictionless, positive brand experiences.
Coordinate, collaborate, and unify diverse onsite partner programs—including Workspace Services, Food Services, Fitness, Massage, Transportation, Space Management, Property Management, and Security—to break down operational silos and deliver a single-team approach.
Partner actively with Space Management and move teams during building moves, adds, changes, and site activations, managing live "Day 1" details to positively shift employee perception and ensure seamless operational readiness.
Take overall operational accountability for critical site systems, including mechanical, electrical, plumbing, carpentry, HVAC, generator operations, and life-safety systems.
Ensure absolute compliance with all health and safety, environment, and risk management policies and procedures. Maintain local health and safety requirements and lead emergency preparedness protocols and business continuity at the site.
Manage third-party vendor performance to ensure services are delivered to the highest standards. Meticulously document, manage, and escalate instances of poor performance and contract deviations, while identifying continuous process and cost efficiencies.
Oversee repairs, routine maintenance, and minor capital works from inception to completion, resolving issues promptly.
Proactively develop, manage, and nurture relationships with the client’s leadership, ensuring expected service levels are consistently achieved.
Comply with all requirements of the client contract, bringing deep visibility to outcomes to meet or exceed established Key Performance Indicators (KPIs).
Assist with the development, implementation, and quarterly tracking of the site’s comprehensive Annual Management Plan, making data-driven recommendations to drive sub-regional success.
Manage and own the comprehensive annual capital and operating expenditures for the assigned site(s) strictly within agreed budgets, ensuring extreme financial transparency.
Manage annual budgeting and quarterly forecasting processes. Review and approve variance reports, ensuring strict alignment within delegated financial and contractual authorities.
Lead, manage, develop, and supervise a professional, friendly, creative, and detail-oriented facilities team, serving as an ambassador for JLL by adopting and maintaining the core values of Teamwork, Ethics, and Excellence.
Provide exceptional onboarding, technical training (including Space Management RASCI alignments), and strategic team-building initiatives to set personnel up for operational success.
Actively participate in individual performance management programs and personal development planning, driving team cohesion and professional growth.