Soft Services Manager

JLL•Wilmington, NC

2d•$83,300 - $120,000•Onsite

About The Position

The Soft Services Manager is responsible for the strategic oversight, management, and optimization of our non-engineering services within the Soft Services scope of the facilities portfolio. This role ensures the delivery of high-quality, cost-effective, and customer-focused Soft Services with a heavy focus on enhancing the workplace experience and support the organization's objectives. The Soft Services Manager will develop and implement programs, manage vendor relationships, monitor performance, provide financial oversight and reporting, and drive continuous improvement.

Requirements

Bachelor's degree preferred > Facilities Management, Business Administration, or a related field.
Soft Services experience a plus
5+ years of experience in facilities management
Proven experience in program management, vendor management, and budget management.
Strong knowledge of Soft Service operations
Excellent communication, interpersonal, and customer service skills.
Proficiency in Microsoft Office Suite and facilities management software.
Relevant certifications (e.g., CFM, FMP) are a plus.
Proficient in using CMMS platforms (specifically Corrigo) for work order management, data-driven reporting, and vendor accountability.
Proven track record of navigating complex stakeholder environments (e.g., coordinating between Janitorial, Food, and Sustainability teams).
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Bachelor's degree preferred
Soft Services experience a plus
Relevant certifications (e.g., CFM, FMP) are a plus.

Responsibilities

Develop and implement comprehensive programs aligned with organizational goals and industry best practices.
Utilize Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure and monitor the effectiveness of assigned Programs.
Create and maintain program documentation, including policies, procedures, and guidelines.
Gain deep understanding of the Statement of Work (SOW) across the portfolio, ensuring expertise for operational teams.
Manage relationships with vendors, ensuring contract compliance and service quality.
Conduct regular vendor performance reviews and address any issues or concerns.
Negotiate contracts and pricing with vendors to achieve cost savings and optimal value.
Monitor and analyze vendor performance data to identify trends, issues, and opportunities for improvement.
Prepare regular reports on program performance, including KPIs, SLAs, and cost metrics.
Implement corrective actions and preventative measures to address performance gaps.
Leverage the Computerized Maintenance Management System to track work orders, monitor real-time SLA adherence, and analyze cleaning performance data to drive continuous improvement.
Serve as the primary point of contact for Janitorial and Waste Services Programs-related inquiries and issues.
Build and maintain strong relationships with internal stakeholders, understanding their needs and expectations.
Conduct regular customer satisfaction surveys and use feedback to improve service delivery.
Act as the primary liaison between vendors, Facilities teams, Food/Cafe operations, and Sustainability departments to define scope boundaries, manage service expectations, and resolve operational conflicts regarding shared spaces.
Perform weekly walking and driving tour(s) of the Site weekly to determine areas lacking attention or will need more attention in the near future.
Prepare lists of area and services which are issues or concerns on the Site, and provide to the Account Director.
Develop and manage the forecast and the budget, ensuring cost-effective resource allocation.
Monitor expenses and identify opportunities for cost savings and efficiency improvements.
Approve invoices and ensure accurate billing from vendors.
Provide monthly reporting on financial variances, accruals, and drive quarterly re-forecasts.
Ensure compliance with all applicable laws, regulations, and company policies related to agreed services.
Identify and mitigate risks associated with vendor delivery.
Implement and maintain safety and security protocols for IFM operations.
Conduct quality control audits to ensure adherence to KPI/SLA requirements.
Stay abreast of industry trends and best practices.
Identify and implement opportunities for innovation and process improvement.
Lead cross-functional teams to drive continuous improvement initiatives.