Senior Program Manager, Mail & Reception

JLL•Seattle, WA

22d•$145,300 - $178,100•Onsite

About The Position

The Senior Program Manager, Mail & Reception ensures success by setting the vision of the team, creating processes and procedures, ensuring all escalations are handled in a timely manner, and managing to KPIs to measure success. You will serve as the key point of contact for the client, requiring strong communication skills, self-starter mentality, and quick problem-solving abilities for success. This role will partner with key vendors who deliver the service and ensure we are staffed and have the necessary resources to provide mail and reception services, ensuring full staffing during hours of operation. You will be a change agent able to hit the ground running in a fast-paced organization and take the programs to a new level by identifying service, communication and process improvement opportunities throughout the programs. You will be responsible for operational performance, achieving SLAs and KPIs as they relate to service deliverables while providing centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business. Your ability to drive innovative solutions in Mailroom and Reception services while fostering a culture of continuous improvement and innovation is essential to success in this role.

Requirements

Minimum 10 years of experience in Facilities Management role or Program Management role
Subject Matter Expert managing mailroom and reception services across campus and remote environments
Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
Proven ability to define and execute change strategies
Previous experience with cross-functional teams to dive deep and find solutions to complex problems
Exceptional communication skills with ability to support cross-functional teams through influence, advice, and modeled behavior versus micromanagement; excellent interpersonal skills; calm under pressure
Track record of championing speed, flexibility and frugality in the face of rapid change and extremely heavy workload
Proven self-starter with strong organizational skills, capacity to prioritize, set aggressive goals and consistently deliver results
Demonstrated ability to think strategically and successfully execute tactics
Effective resource management and project management skills
Client focus and relationship management with ease of interaction with a wide range and wide level of client staff
Ability to manage conflict and balance between client and firm requirements with customer-oriented attitude
Excellent planning and organizational skills to prioritize work and meet tight deadlines
Proven ability to manage multiple and complex operational matters on a daily basis
Capacity to deal with ambiguity and solve complex problems effectively
Analytical with proven ability to solve problems using a quantitative approach
Proven ability to employ holistic approaches and look at long-term solutions.

Nice To Haves

Experience in corporate campus or multi-building environments
Background in soft services program management
Experience with Business Intelligence and Data Analytics platforms
Knowledge of courier and logistics management
Previous experience managing vendor relationships and service level agreements
Certification in project management (PMP) or facilities management (CFM, FMP)
Experience implementing innovative service delivery models
Background in change management methodologies.

Responsibilities

Serve as transformation leader and change agent able to hit the ground running in a fast-paced organization and take programs to a new level
Identify service, communication and process improvement opportunities throughout the programs
Take responsibility for operational performance, achieving SLAs and KPIs as they relate to service deliverables
Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager)
Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals while driving and monitoring progress
Drive innovative solutions in Mailroom and Reception services and lead the implementation of best practices and breakthrough innovations
Utilize Business Intelligence and Data Analytic tools to uncover hidden value
Support development, implementation and delivery of training and coaching plans for program professionals
Review current service support models to ensure accuracy and reliability of delivery with particular emphasis on consistency and strategic partnerships
Provide daily leadership of all mail services and reception functions across the region, ensuring that all agreed service levels and service standards are met and complied with
Maintain frequent contact with key business partners and stay up-to-date with their departmental mail and reception requirements
Ensure all Mail Services and Reception teams are appropriately trained to deliver exceptional customer experiences
Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, and service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity
Oversee the liaison with courier partners to maintain excellence of service delivery
Suggest ways to make mail processes and records more effective and efficient
Ensure good communication between the mail room and reception teams across buildings
Provide regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times
Continuously evaluate and reinvent service capabilities delivered to clients and client employees.