Experience Coordinator

JLL • Mountain View, CA

3d • Onsite

About The Position

The Experience Coordinator is a client-facing, hospitality-focused role responsible for helping deliver a seamless and positive workplace experience for the client’s executives, employees, and guests. The position blends hands-on service delivery, operational support, and client engagement, and helps strengthen engagement and partnership among JLL’s team, service partners, and the client. The coordinator works with Facilities and Experience teams to provide responsive service, support operations, analyze service data, and continuously improve delivery.

Requirements

• 2–3 years of relevant experience in hospitality, facility/property management, or building operations.
• Exceptional customer service skills and professionalism, with a passion for hospitality.
• Strong collaboration skills and strong verbal and written communication skills.
• Strong organization and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.
• Ability to work independently and solve problems creatively.
• Ability to adapt quickly to new devices, technology, and applications.
• Proficiency in Google Suite and Microsoft Office Suite, including Teams, Excel, PowerPoint, Word, OneNote, and Outlook.
• Adherence to a professional appearance policy.
• Must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

Nice To Haves

• Associate’s or bachelor’s degree preferred.

Responsibilities

• Manage and respond proactively to Executive ticket requests, ensuring prompt resolution, high-level service, and SLA compliance.
• Build relationships with the Executive team and anticipate needs to exceed expectations.
• Liaise with Facilities teams, provide updates on ongoing initiatives, and promptly escalate concerns.
• Support Facilities teams with data-driven insights through ticket trend analysis, CSAT data, and reporting.
• Partner with the broader Experience team to foster a positive work culture and deliver a high-touch customer experience.
• Provide administrative support and manage work orders, ensuring services are responsive and consistent with SLAs and brand standards.
• Identify and escalate potential risks to prevent disruption to client operations, including conducting building walks and completing other tasks assigned by the Experience Manager.
• Communicate effectively and support team members to promote accountability across the team.
• Share best practices and contribute to team development.
• Collect, analyze, and report data-driven insights to track KPIs and support leadership’s strategic initiatives.
• Improve and innovate service delivery by adopting best practices, tools, and process improvements.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and vision care
• Paid parental leave at 100% of salary
• Paid time off and company holidays
• Early access to earned wages through Daily Pay
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree