Experience Program Manager

JLL•Wichita, KS

13d•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. JLL Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. Job Summary The Experience Program Manager is an on-account role within JLL’s Experience Services team. This onsite role is responsible for supporting program operations and client advisory services, leveraging industry benchmarking and market insights to provide guidance that supports client objectives and adds value across their portfolio. This position serves as a trusted business partner, focusing primarily on breakroom services and comprehensive workplace amenities. The role requires strong client-facing capabilities, cultural alignment with client values, and the ability to drive mutually beneficial outcomes through reliable service delivery. This role requires 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.

Requirements

Contribution motivated, highly collaborative, and strong interpersonal skills
Excellent verbal and written communication skills, with the ability to communicate professionally at all levels of an organization, including strong presentation and active listening skills
Ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment
Bachelor’s Degree, or equivalent combination of education and experience
Must be able to travel up to 25%
Strong analytical/financial aptitude
Proficient skills in Microsoft Office Suite (including but not limited to 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

Nice To Haves

2-3 years prior experience in operations, facility management, food service operations, client advisory services, and/or hospitality industry

Responsibilities

Support program strategy, implementation, scope management and deliverables that drive client objectives in collaboration with account leadership and client stakeholders
Support customer engagement initiatives through program development and knowledge sharing, offering insights into workplace trends, best practices, and innovative solutions to enhance workplace experience
Assess client needs to recommend optimal onsite foodservice solutions, including vending, micro market options, coffee service, and equipment recommendations
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements
Support creation and adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
Analyze program financial data to support program planning and provide recommendations that align with client vision
Maintain high-quality services through operational management, risk assessment, issue resolution, and continuous improvement
Establish and maintain relationships with vendors, service providers, and consultants to support workplace programs and projects
Ensure vendor partnerships contribute positively to the overall workplace experience through operational excellence and performance monitoring
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, transforming problems into opportunities
Present program recommendations and options to stakeholders, explaining benefits and implementation considerations
Project and practice consistent ownership attributes, providing high-level customer service at all points of contact
Communicate proactively across all levels of the organization and multiple departments
Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services
Work cross-functionally to deliver as one team, integrating experience concepts and supporting all capabilities
Proactively identify gaps and escalate risks and issues at the account level (audit findings, client complaints, vendor service issues, information security, and KPI impacts)
Support new site setup and breakroom program implementation
Support continuous improvement and innovation by participating in best practice development at the Experience Services platform level
Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements