Event Services Program Manager

JLL•Nashville, TN

2d•$84,600 - $103,600•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. As the Event Services Program Manager, you will play a key role within the Meetings & Events team, managing a team of Event Services Specialists who deliver customer-facing services that drive efficiencies for seamless workflow processes and the continued adoption of the Meetings & Events program globally. At JLL, we are collectively shaping a brighter way — for our clients, ourselves, and our fellow employees. In this role, you will oversee the intake process for offsite meetings and events (events that do not take place within corporate space), ensuring your team delivers the highest level of customer service with an event experience focus. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. You will serve as the escalation point for the Event Services team, identifying solutions with a customer-obsessed focus to deliver exceptional experiences while driving team utilization of event technologies, document management, and communication tools. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. The ideal candidate thrives in a fast-paced and constantly evolving environment, bringing a highly consultative and collaborative approach with the ability to manage a team to ensure objectives are met, navigate escalations effectively, and exceed customer expectations. We support each other's wellbeing and champion inclusivity and belonging across teams. This position requires strategic thinking, strong leadership capabilities, and deep knowledge of the meetings and events industry to support the overall Travel and Events organization goals, initiatives, and strategy.

Requirements

2–4 years college degree or 4–6 years of equivalent work experience demonstrating professional competency in events, hospitality, or related customer service fields
Minimum 2–4 years of experience working in meetings/events industry with understanding of event planning processes, vendor management, and customer service expectations
Prior people management or supervisory experience with demonstrated ability to lead, motivate, and develop a team to achieve performance objectives
User experience with common meeting management systems and tools with ability to quickly learn and adopt new event technologies
Self-motivated, flexible, and adaptable with ability to thrive in a dynamic, fast-paced environment and adjust priorities as business needs evolve
Customer-obsessed and process-driven mindset with commitment to delivering exceptional service while maintaining operational efficiency and consistency
Excellent organizational skills, adept at managing time and establishing priorities across multiple concurrent initiatives and team member needs
Excellent leadership, communication, and interpersonal communications skills with ability to influence stakeholders at all levels and navigate complex situations
Excellent computer skills in all Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook) with ability to leverage technology for reporting and analysis
Experience in handling customer escalations and resolving complex issues with professionalism, empathy, and solution-oriented approach.

Nice To Haves

Meeting & Event or Hospitality industry experience with deep understanding of event logistics, venue sourcing, and attendee experience best practices
Knowledge of Meeting and Event technology tools such as Cvent highly valued with ability to leverage platforms for event registration, attendee management, and reporting
Experience or knowledge of the Travel industry with understanding of how meetings and events integrate with broader travel program management
Experience working in a strategic meeting management (SMM) or centralized meeting/event program desired with exposure to program governance and compliance
International Meeting & Event experience valued with understanding of global event considerations including cultural nuances, time zones, and regional requirements
Computer proficiency in Smartsheet, Quip and Visio desirable with ability to use collaboration and workflow tools to enhance team productivity
Strong problem-solving and decision-making abilities with capacity to analyze situations, weigh options, and implement effective solutions under pressure
Knowledge of project management methodologies and tools with ability to apply structured approaches to event services delivery and process improvement initiatives
Industry certification such as CMP (Certified Meeting Professional) or related credential demonstrating commitment to professional development.

Responsibilities

Oversee the team of Event Service Specialists who manage intake for offsite meetings/events, ensuring direction and training for the highest level of customer service with an event experience focus
Motivate a team built around collaboration, clear and consistent communication, continuous improvement, and respect while conducting regular performance evaluations and providing constructive feedback to support professional growth
Serve as the escalation point for the Event Services team to identify and solution with a customer-obsessed focus for exceptional experiences while managing complex requests and ensuring service delivery excellence
Drive team utilization of event technologies, document management and communication tools while designing and delivering customized training programs for team members to enhance capabilities
Provide strategic consultation and guidance for complex requests to ensure service delivery and excellent customer experiences while serving as the first point of contact for customer escalations and concerns
Support global operating procedures, document processes, and provide recommendations for continuous process improvements while developing and maintaining standard operating procedures (SOPs) for event services operations
Establish relationships and cross-collaborate with key internal teams to ensure seamless coordination across the Travel and Events organization
Contribute to the development of data and reporting frameworks that monitor performance and inform strategic decision-making related to event services delivery
Collaborate with events services vendors to ensure seamless integration of their services into the client's event management process while maintaining quality standards and vendor accountability.