Soft Services Manager

JLL•San Diego, CA

2h•Onsite

About The Position

The Soft Services Manager, as part of Jones Lang LaSalle's Integrated Facility Management team, is responsible for delivering exceptional soft services operations at the Johnson & Johnson La Jolla Research & Development Campus. This role serves as the primary operational leader for all non-technical facility services, ensuring seamless delivery of janitorial, workplace experience, pest control, shipping & receiving, landscape, café operations, and OP/MAC services that support Johnson & Johnson's mission of innovation and discovery. The position requires a dynamic leader who can balance JLL operational excellence standards with Johnson & Johnson's expectations, managing multiple service providers while maintaining the highest standards befitting a premier pharmaceutical research facility. As the face of JLL soft services on campus, this role builds strong client relationships, drives continuous improvement, and demonstrates the value of integrated facility management.

Requirements

Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field required.
Minimum 7-10 years of progressive facilities management experience with at least 5 years in supervisory or management roles overseeing multiple service disciplines.
Demonstrated success managing complex vendor relationships, multi-million dollar budgets, and client-facing service delivery in integrated facility management environments.
Comprehensive understanding of soft services operations including janitorial standards for specialized environments, food service management, logistics operations, integrated pest management, landscape management, and workplace experience programming.
Knowledge of OSHA regulations, environmental compliance, pharmaceutical industry standards, and contract management principles.
Understanding of integrated facility management service delivery models.
Exceptional client relationship management and customer service orientation.
Strong leadership and team development abilities with experience managing in matrix organizations.
Excellent vendor management, contract administration, and negotiation skills.
Strong budget management and financial acumen with P&L accountability.
Outstanding communication skills with ability to interact effectively with all organizational levels from researchers to C-suite executives.
Proven problem-solving abilities and crisis management skills with sound judgment under pressure.
Strong project management capabilities with ability to manage multiple priorities simultaneously.
Analytical mindset with data-driven decision-making approach.
Proficiency in Microsoft Office Suite, facilities management software platforms, and business intelligence tools.
Commitment to continuous improvement and operational excellence.
Candidates must be authorized to work in the United States without sponsorship.
This position does not provide visa sponsorship.

Nice To Haves

Experience in third-party facility management, contract services, or outsourced operations.
Experience in research, laboratory, pharmaceutical, or healthcare environments.
Proficiency with computerized maintenance management systems (CMMS) such as Corrigo, Maximo, or similar platforms.
Familiarity with JLL systems and processes.
Certified Facility Manager (CFM), Facility Management Professional (FMP), or other relevant professional certifications.
Experience with JLL systems, processes, and service delivery methodologies.
Knowledge of laboratory operations, cleanroom protocols, and pharmaceutical manufacturing environments.
LEED certification or sustainability credentials.
Experience implementing technology solutions for service delivery optimization.
Previous experience working on Johnson & Johnson accounts or similar pharmaceutical/biotech clients.

Responsibilities

Serve as primary JLL contact for Johnson & Johnson campus leadership, conducting regular performance reviews, addressing stakeholder needs, and ensuring alignment between JLL service delivery and client objectives.
Develop comprehensive soft services strategies with KPIs and service level agreements, creating operational roadmaps that support pharmaceutical research environments including cleanroom and laboratory operations.
Direct janitorial services across laboratories, cleanrooms, and research facilities, managing subcontractors and implementing specialized cleaning protocols compatible with pharmaceutical research requirements.
Oversee campus amenity spaces, employee engagement initiatives, events coordination, and satisfaction surveys to enhance productivity and wellbeing in partnership with Johnson & Johnson stakeholders.
Administer pest control programs compliant with pharmaceutical industry standards, managing subcontractors and documentation while protecting the research environment.
Manage all campus receiving operations for research materials and deliveries, ensuring secure handling, proper chain of custody, and coordination with research teams on time-sensitive materials.
Direct grounds maintenance with sustainable practices and oversee campus café operations, ensuring food quality, health compliance, and alignment with employee wellness initiatives.
Manage all soft services subcontractors for performance and compliance, while developing and controlling annual budgets to optimize costs and demonstrate value to the client.
Ensure OSHA and pharmaceutical industry compliance across operations, while implementing sustainability initiatives including waste reduction, recycling, and green product selection aligned with both JLL and Johnson & Johnson environmental goals.
Lead and develop JLL staff, foster operational excellence culture, and provide comprehensive monthly and quarterly reporting with KPIs demonstrating service performance and continuous improvement.