Program Manager, Workplace Services

JLL•Mountain View, CA

2d•$95,600 - $125,770•Onsite

About The Position

The Program Manager leads the strategic evolution, operational excellence, and continuous improvement of campus front-of-house hospitality and physical logistics. The role connects client leadership, vendor partners, and cross-functional teams to develop reception and mailroom services into frictionless, user-centered service hubs. The position combines hospitality, analytics, and process engineering to build scalable programs, establish operational benchmarks, and provide a welcoming experience for clients and guests. The role owns the long-term vision and roadmap for Reception and Mail programs; improves guest and employee journeys; develops and maintains standard operating procedures; and establishes training, hospitality standards, and quality controls. It also partners with Facilities, client stakeholders, and service providers; monitors KPIs and SLAs; presents performance reports and insights; and supports program budgeting and cost-efficiency efforts. This is an on-site position in Mountain View, California. Visa sponsorship is not provided.

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 through cross-functional teams without direct line-management authority.
High emotional intelligence and excellent presentation and negotiation skills; credibility when working with executive-level client personnel.
Familiarity with modern corporate site services, advanced visitor management software, enterprise mail/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.

Responsibilities

Define and execute the long-term vision, roadmap, and strategic goals for the Reception and Mail programs.
Map and optimize guest and employee journeys, identifying opportunities to reduce friction and improve hospitality.
Develop, implement, and maintain standard operating procedures for reception and mailroom operations, including visitor management, security log audits, incident response, mail routing, bulk mail processing, and package room workflows.
Drive process improvement, operational efficiencies, cost-conscious resource optimization, and use of JLL best practices.
Design and manage onboarding, hospitality standards, and ongoing development protocols for site teams performing Mail and Reception duties.
Verify visitor tracking, security badge protocols, and chain-of-custody mail logs; conduct inspections and audits for compliance with health, safety, and site security requirements.
Partner with the Facilities team to align workplace services with broader site goals.
Manage relationships with client program SMEs and senior executives, translating business objectives into program strategies.
Monitor KPIs and SLAs, analyze metric variances, report on performance, and implement mitigation strategies to meet or exceed targets.
Develop, implement, and present management reports and metrics to the client and account leadership, using data to derive actionable insights.
Collaborate with integrated 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-efficiency opportunities.