Senior Workplace Ambassador

JLL•Riverwoods, IL

1d•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. What this job involves The Senior Workplace Ambassador is responsible for delivering exceptional client experience daily through enhanced engagement, proactive communication, and high-touch service within a select portfolio of properties. This client-facing role serves as the on-site Experience Services contact for client employee inquiries, issues, and feedback, with the primary goal of positively impacting the care and comfort of employees and guests. You'll equip and inspire a team of Ambassadors to consistently deliver superior customer service while fostering a positive work culture and strong team dynamic. The position combines passion for hospitality-focused service, brilliant people skills, and enthusiasm for creating frictionless workplace environments through meaningful relationships, operational excellence, and continuous improvement.

Requirements

Bachelor's degree or equivalent experience
5+ years of prior relevant experience in hospitality, facility/property management, building operations, and/or commercial real estate knowledge
Proven leadership experience including onboarding, coaching, scheduling, and team management responsibilities
Proficient in Microsoft Office Suite including Teams, Excel, PowerPoint, Word, OneNote, and Outlook
Brilliant people skills with ability to build meaningful, lasting relationships with diverse stakeholders
Strong communication skills, both written and verbal, to engage effectively with clients, employees, and service partners
Demonstrated ability to deliver high-touch customer service in a client-facing environment

Nice To Haves

Experience managing service level agreements and performance metrics in workplace or hospitality settings
Background in work order management systems and administrative support functions
Familiarity with soft services delivery including food services, mailroom, and vendor relationship management
Experience with data collection, analysis, and reporting to align with organizational goals and objectives
Knowledge of business intelligence tools and best practices development for service delivery efficiencies
Experience identifying and mitigating operational risks related to privacy, security, and business continuity
Background in continuous improvement methodologies and process re-engineering initiatives

Responsibilities

Serving as the primary on-site Experience Services contact for client employee inquiries, troubleshooting issues, and gathering feedback to ensure care and comfort of employees and guests
Leading and inspiring a team of Ambassadors through onboarding, timekeeping, delegating, scheduling, coaching, and teambuilding to consistently deliver high-touch customer service
Conducting routine walkthroughs and assessments of workspace and soft services delivery to ensure compliance with service level agreements, policies, and performance metrics
Building meaningful, lasting relationships with client employees and guests for intuitive service delivery, anticipating needs and exceeding expectations through visible engagement
Partnering with soft services providers (food services, mailroom, etc.) to establish and reinforce expectations of service excellence and create value for the client
Recognizing opportunities in the workplace experience and creating programming to reduce friction for clients' employees while supporting data collection and analysis
Making empowered operational adjustments, developing and documenting standard operating procedures, and briefing leadership on key local developments and client workplace strategy execution