Program Manager, Workplace Services

JLL • San Francisco, CA

1d • Onsite

About The Position

The Program Manager leads the strategic evolution, operational excellence, and continuous improvement of campus reception and mail services. The role connects client leadership, vendor partners, and cross-functional teams to develop user-centric service hubs that deliver a welcoming and efficient experience for clients, guests, and employees.

The position owns the long-term vision and roadmap for Reception and Mail programs; optimizes guest and employee journeys; establishes standard operating procedures, hospitality standards, training, and quality controls; and drives process improvements and resource efficiency. It also partners with Facilities and service providers to align delivery with site goals and safety, security, and hospitality expectations.

The Program Manager builds client relationships, translates business objectives into program strategies, monitors KPIs and SLAs, analyzes and reports performance data, supports budget tracking, and identifies cost efficiencies. The role is based on-site in San Francisco, California. The position does not provide visa sponsorship; candidates must be authorized to work in the United States without sponsorship.

Requirements

• At least 4–6 years of leadership experience in high-touch hospitality environments.
• Demonstrated expertise with VIP service standards and building a white-glove service culture.
• Demonstrated success in process engineering or workflow optimization.
• Strong ability to analyze and visualize data, identify operational gaps, and formulate contingency plans.
• Exceptional leadership and team-building skills, with a track record of driving results across teams without direct line-management authority.
• High emotional intelligence and excellent presentation and negotiation skills; credibility when interfacing with executive-level client personnel.
• Familiarity with modern corporate site services, advanced visitor-management software, enterprise mail and package-tracking platforms, and postal regulations.
• Ability to balance operational rigor with responsiveness and flexibility in a fast-paced corporate environment.
• Must be authorized to work in the United States without visa sponsorship.

Nice To Haves

• Bachelor’s degree in Hospitality Management preferred.

Responsibilities

• Define and execute the long-term vision, roadmap, and strategic goals for the Reception and Mail programs.
• Map and continually optimize the end-to-end guest and employee journey, removing friction and improving hospitality.
• Develop, implement, and maintain unified standard operating procedures for reception and mail operations, including visitor management, security log audits, incident response, mail routing, bulk mail processing, and package-room workflows.
• Drive process improvement, operational efficiency, cost-conscious resource optimization, and use of JLL best practices.
• Design and manage onboarding, hospitality service standards, and continuous development protocols for site teams.
• Verify visitor tracking, security badge protocols, and mail chain-of-custody logs; conduct inspections and audits for health, safety, and site-security compliance.
• Partner with Facilities to align workplace services with broader site goals.
• Manage relationships with client program subject-matter experts and senior executives, translating business objectives into actionable strategies.
• Monitor contract KPIs and SLAs, analyze performance variances, and implement mitigation strategies to meet or exceed targets.
• Develop and present management reports and metrics, using data to produce actionable insights for the client and account leadership.
• Collaborate with facilities partners and external service providers to ensure delivery meets client safety, security, and hospitality expectations.
• Support program budgeting, track capital and operational expenditures, and identify scalable cost efficiencies.

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: Manager
• Education Level: No Education Listed