Director of Communications and Programs

JLL•New York, NY

20h•Remote

About The Position

As Director of Communications and Programs, you will drive strategic communications, governance excellence, and employee engagement across our workstreams in support of delivery to our Financial Services client. Reporting to the account-based COE workstream lead, you will ensure consistent, high-quality communications that build transparency and reinforce JLL's trusted partnership with our client. Your expertise in communications and program management will serve as a central resource for governance reporting, employee onboarding, and feedback management while fostering a culture of continuous improvement.

Requirements

Bachelor's degree in Communications, Business Administration, Organizational Development, or related field
7+ years of strategic communications and program management experience in professional services, facilities management, or corporate environments supporting complex client accounts
Demonstrated success developing communication strategies and governance materials (presentations, reports) that drive engagement, change management, and stakeholder alignment with strong attention to detail and visual design principles
Experience managing feedback programs and translating data into actionable improvement initiatives
Strong organizational and project management capabilities with ability to manage multiple priorities, deliverables, and cross-functional relationships simultaneously
Exceptional written and verbal communication skills with ability to tailor messaging for diverse audiences and build collaborative partnerships
Experience designing and implementing employee onboarding and training programs
Proficiency in Microsoft Office applications, presentation software, and communication platforms
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Advanced degree in Communications, Business Administration, or related field
Experience in integrated facilities management or real estate services industry
Familiarity with Medallia or similar customer feedback management platforms
Experience supporting governance frameworks for large-scale client accounts
Background in change management and organizational development
Proficiency with AI-powered tools and platforms (e.g., Claude, ChatGPT, or similar) to enhance content development, workflow efficiency, and communication effectiveness

Responsibilities

Develop and implement comprehensive communication plans that support partnership and account goals, change management initiatives, and stakeholder engagement.
Mitigate operational and compliance risks through timely, accurate dissemination of policies, procedures, and regulatory requirements.
Provide expert oversight and content development for all client deliverables, establishing standardized formats and reporting standards.
Lead efforts to refresh and right-size the reporting matrix, prioritizing quality over quantity through routine evaluations.
Ensure timely delivery of high-quality, transparent reporting that fosters trust and alignment.
Provide programmatic and content oversight for all governance presentations—including QBRs, Management Level Governance meetings, and MBRs.
Support for other client reporting needs as assigned.
Partner with workstream teams to translate client feedback into actionable improvement plans, closing the loop with clients and demonstrating our responsiveness.
Track trends and metrics to identify opportunities for service enhancement and risk mitigation.
Design and execute a standardized, account-level onboarding and orientation program that ensures new hires are efficient, safe, and engaged from day one.
Coordinate with hiring managers and HR to ensure all communications and day-one readiness activities are completed consistently across the account.
Measure onboarding effectiveness and new hire satisfaction, implementing improvements based on feedback.
Partner with HR and L&D teams to promote, communicate, and track participation in required and optional training programs.
Support the rollout of new L&D initiatives with targeted communications that drive engagement and accountability.