Experience Program Manager

JLL•Wichita, KS

1d•Hybrid

About The Position

JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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. Experience Program Manager – JLL Experience Services What this job involves: As an Experience Program Manager within JLL's Experience Services team, you will serve as an on-account role responsible for identifying and pursuing opportunities through strategic advisory services while leveraging industry benchmarking and market insights to provide guidance that supports client expansion and adds value across their portfolio. This position requires you to serve as a trusted business partner focusing primarily on breakroom services and comprehensive workplace amenities while demonstrating strong client-facing capabilities and cultural alignment with client values. You'll drive mutually beneficial outcomes through innovative service delivery while demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation. What your day-to-day will look like: Strategic Program Support & Advisory Services: • Support program strategy, scope, goals, and deliverables that drive client objectives in collaboration with account leadership, client stakeholders, and team members • Support customer engagement initiatives through program development and knowledge sharing while offering expert insights on workplace trends • Provide best practices and innovative solutions to enhance workplace experience for comprehensive client value • Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements • Leverage industry benchmarking and market insights to guide strategic decision-making and client recommendations Performance Management & Financial Oversight: • Create and support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects • Analyze and assess financial statement data to inform planning and decision-making for optimal program performance • Maintain high-quality services through financial management, risk assessment, issue resolution, and continuous improvement • Develop comprehensive reporting and analytics to track program success and identify optimization opportunities Vendor Relations & Partnership Management: • Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects • Ensure vendor partnerships contribute positively to overall workplace experience through operational excellence and performance monitoring • Negotiate and manage vendor contracts while ensuring alignment with client objectives and service level agreements • Conduct regular vendor performance reviews and implement improvement initiatives as needed Client Relationship & Communication Management: • Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels, and identify areas for service enhancement • Anticipate and respond to client stakeholder needs and concerns while transforming problems into opportunities • Project and practice consistent ownership attributes while providing high-level customer service at all points of contact • Communicate proactively across all levels of organization and multiple departments in clear and concise manner Operations & Cross-Functional Collaboration: • Provide team support in operational matters while ensuring smooth day-to-day functioning of workplace services • Work cross-functionally to deliver as one team while integrating experience concepts and supporting all capabilities • Proactively identify gaps and escalate risks and issues at account level including audit findings, client complaints, vendor service issues, information security, and KPI impacts • Coordinate with various JLL service lines to ensure seamless service delivery and client satisfaction Innovation & Continuous Improvement: • Engage in continuous improvement and innovation by leveraging business intelligence and participating in best practice development at Experience Services platform level • Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements • Research and implement emerging technologies and methodologies to enhance workplace experience delivery • Lead pilot programs and testing of innovative service delivery concepts

Requirements

Bachelor's degree or Master's degree preferred, or equivalent combination of education and experience
5+ years prior experience in client advisory services, soft services, facility management or operations preferred
Knowledge of commercial real estate or hospitality industry preferred
Experience with strategic program management and client relationship management
Must be able to travel up to 35% for client meetings, site visits, and program implementation
Target hiring locations: Wichita, KS, Atlanta, GA, and Auburn Hills, MI
Role expected to be majority in-office with some work-from-home flexibility
Strong analytical and financial aptitude for comprehensive data analysis and decision-making
Proficient skills in Microsoft Office Suite including Word, Excel, PowerPoint, Planner, and Outlook
Experience with project management and data visualization tools including Smartsheet for project tracking and maintenance
Ability to create, maintain, and analyze business intelligence (BI) reporting and dashboards to support data-driven decision making
Comfort with digital tools and platforms to enhance service delivery and operational efficiency
Excellent verbal and written communication skills with ability to communicate professionally at all levels of organization
Strong presentation and active listening skills for effective client and stakeholder engagement
Contribution motivated, highly collaborative, and strong interpersonal skills
Track record of initiative, integrity, and good judgment in professional environments
Ability to manage multiple priorities and deliver results in fast-paced heavily matrixed environment
Experience with performance management and KPI development for service delivery optimization
Understanding of workplace trends and employee experience best practices
Capability to work effectively with diverse teams and stakeholders across multiple functions
Candidates must be authorized to work in the United States without employer sponsorship

Responsibilities

Support program strategy, scope, goals, and deliverables that drive client objectives in collaboration with account leadership, client stakeholders, and team members
Support customer engagement initiatives through program development and knowledge sharing while offering expert insights on workplace trends
Provide best practices and innovative solutions to enhance workplace experience for comprehensive client value
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements
Leverage industry benchmarking and market insights to guide strategic decision-making and client recommendations
Create and support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
Analyze and assess financial statement data to inform planning and decision-making for optimal program performance
Maintain high-quality services through financial management, risk assessment, issue resolution, and continuous improvement
Develop comprehensive reporting and analytics to track program success and identify optimization opportunities
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects
Ensure vendor partnerships contribute positively to overall workplace experience through operational excellence and performance monitoring
Negotiate and manage vendor contracts while ensuring alignment with client objectives and service level agreements
Conduct regular vendor performance reviews and implement improvement initiatives as needed
Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels, and identify areas for service enhancement
Anticipate and respond to client stakeholder needs and concerns while transforming problems into opportunities
Project and practice consistent ownership attributes while providing high-level customer service at all points of contact
Communicate proactively across all levels of organization and multiple departments in clear and concise manner
Provide team support in operational matters while ensuring smooth day-to-day functioning of workplace services
Work cross-functionally to deliver as one team while integrating experience concepts and supporting all capabilities
Proactively identify gaps and escalate risks and issues at account level including audit findings, client complaints, vendor service issues, information security, and KPI impacts
Coordinate with various JLL service lines to ensure seamless service delivery and client satisfaction
Engage in continuous improvement and innovation by leveraging business intelligence and participating in best practice development at Experience Services platform level
Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements
Research and implement emerging technologies and methodologies to enhance workplace experience delivery
Lead pilot programs and testing of innovative service delivery concepts