Soft Services Manager

JLL•Hillsboro, OR

6d•Onsite

About The Position

This position supports the Soft Services Director and Regional Facilities Directors in delivering comprehensive facilities and experience-focused services for the account team. The scope includes soft services, facilities management, customer experience training, and overall operations. The role assesses, recommends, and implements service offerings that improve workplace experiences for the client's employees and guests. It also collaborates on program development, reviews operational performance, ensures compliance with policies and audit standards, and drives continuous improvement through innovative processes that enhance service delivery and reduce operating costs.

Requirements

High school diploma or equivalent.
At least seven years of experience in facilities, retail, or hospitality.
Knowledge of real estate, facilities soft services, and hospitality services.
Computer proficiency with MS Office (Word, Excel, and PowerPoint) and ability to learn PC- and web-based applications.
Strong customer-service orientation and professionalism, with a strong sense of teamwork.
Self-motivated and energetic, able to thrive in a fast-paced environment and embrace challenges.

Nice To Haves

Bachelor's degree or equivalent work experience in Facilities Management or Hospitality Management.
Experience developing and implementing workplace experience programs.
Familiarity with vendor management and coordination.
Knowledge of facilities management best practices and industry trends.
Experience implementing customer experience training programs.
Background in operational performance assessment and improvement initiatives.
Understanding of compliance standards and audit processes in facilities management.
Experience with change management and continuous improvement methodologies.

Responsibilities

Consult and collaborate with the Soft Services Director and Regional Facilities Directors on developing and executing service delivery programs, while reviewing operations, staffing, performance, and development of the Facility/Workplace Experience program.
Work with all levels of the account team to ensure excellent service delivery and high customer satisfaction across office services, reception and guest services, meeting services, mailroom, vendors, and facilities services.
Support the Soft Services Director and Regional Facilities Managers in implementing short- and long-term client projects and help ensure compliance with client and company policies and minimum audit standards.
Explore and recommend innovative programs, processes, and procedures to reduce operating costs, increase productivity, and improve client and guest workplace experiences.
Promote continuous improvement and innovation by using internal and external resources to bring ideas, best practices, and tools to enhance the workplace experience program.