Soft Services Facilities Manager

JLL•Raleigh, NC

9d•$65,000 - $85,000•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. Pay: $65000 - $85000 + 10% annual target bonus Location: Research Triangle Park | Raleigh, NC | Cisco buildings What this job involves: The Soft Services Manager (SSM) will have a primary focus on prime customer experience and managing vendor services. The SSM will manage and maintain performance, processes, and quality standards for soft services including lobby ambassador operations, EV charging programs, commuter services, mail and shipping operations, and associated budgets and work orders. The SSM will strive towards innovation of services offered and works with suppliers to integrate the service into operations with a hospitality mind set to dramatically enhance the customer experience. The SSM will own the effective participation in quality assurance programs, drive towards a higher level of service, meet or exceed scoring metrics as stipulated in both Client and Vendor contracts, and manage/track customer relationships.

Requirements

Minimum 4+ years of experience in soft services management, hospitality, or facilities operations with demonstrated vendor management expertise.
Proven experience managing customer-facing service teams, preferably in corporate or commercial real estate environments.
Strong financial acumen including budget development, forecasting, and variance analysis.
Proficiency with facility management systems (CMMS), work order platforms, and Microsoft Office Suite.
Excellent communication, interpersonal, and stakeholder management skills with ability to influence at all organizational levels.
Demonstrated problem-solving abilities with focus on continuous improvement and innovation.

Nice To Haves

Bachelor's degree in Business Administration, Facilities Management, or related field
Experience with sustainability programs and metrics tracking

Responsibilities

Ensure client satisfaction at all levels in the organization; demonstrate leadership, responsiveness and creativity.
Manage KPI's & metrics management and performance of assigned contracts and scope. Including development and administration of data gathering, vendor audit performance tracking, establishing action plans and immediate execution, present monthly metrics when applicable or requested.
Oversee contract performance management, root cause analysis, inspections and audit readiness, communication, and drive overall improvement of productivity.
Perform building inspections and cadenced site walks with vendors to ensure contracted scope is met.
Partner and collaborate with facility management, engineering, food and events, and client teams.
Work in cooperation with Finance and facility team to ensure that financial transactions are processed in an orderly and timely manner. Ensure invoice amounts are correct and processed on time.
Work closely with the client to develop and implement innovative programs, processes and procedures, and manage efficiencies.
Work with the Lobby Ambassador Supervisors to hire, train, and manage performance of team including development of service standards, scheduling coordination, customer service training, and quality assurance oversight.
Establish incident response and escalation procedures to ensure exceptional visitor and employee experiences.
Oversee EV charging station operations including maintenance coordination, vendor management, user access management, billing reconciliation, usage tracking and reporting, capacity planning, and troubleshooting support. Ensure compliance with electrical and safety regulations.
Manager commuter benefit programs including vendor coordination, program enrollment, employee communication and engagement, utilization reporting, cost savings analysis, and sustainability metrics tracking.
Provide oversight of mailroom vendor partner which includes, courier and shipping service vendors, package tracking systems, notification protocols, mail handling security procedures, and shipping cost optimization initiatives.
Manage budgets for all soft services categories including forecasting, monthly variance analysis and reporting, cost containment initiatives, and adherence to financial approval authorities and spending limits.
Maintain regular communication cadence with building occupants and client leadership. Implement employee feedback collection mechanisms and ensure timely response to concerns and suggestions.
Utilize facility management systems for reporting dashboard development, maintenance, and performance tracking across all soft services operations.
Review and maintain SOPs, playbooks, and all business documents to be updated and current.
Support designated regions and remote sites.
Perform additional job duties as requested.