Workplace Experience Lead

JLL•San Francisco, CA

2d•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. The Workplace Experience Lead provides superior client service while overseeing all aspects of experience-focused services on assigned account. This role develops and implements comprehensive strategies for soft services, amenity programming, customer experience training, and operations that create engaging workplace experiences. By managing high-touch employee services such as reception, food services, meetings & events, mail, print, and other amenities, this position directly influences how the client's organization is perceived and valued by both employees and guests.

Requirements

Bachelor's degree in hospitality, business administration, facility management, or related field.
10+ years of experience in Soft Services, Facility Management, Operations, commercial real estate, or hospitality industry.
Proven leadership skills with demonstrated ability to manage multiple priorities and deliver results in fast-paced, heavily matrixed environments.
Strong analytical and financial aptitude with ability to develop and monitor workplace budgets and ensure cost-effective solutions.
Excellent verbal and written communication skills with ability to communicate professionally across all organizational levels.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Track record of initiative, integrity, and sound judgment in decision-making and problem-solving situations.
Strong ability to gather data, assess situations quickly, and develop effective solutions in dynamic environments.
Highly collaborative interpersonal skills with demonstrated success building positive relationships with team members, colleagues, and stakeholders.
Experience developing and implementing customer service training programs and upskilling initiatives.
Proficient skills in Microsoft Office Suite including Excel, Word, PowerPoint, Visio, Outlook, and Access.
Knowledge of industry trends, emerging technologies, and best practices in workplace experience and facility management.
Experience establishing and maintaining vendor relationships and managing service level agreements.

Responsibilities

Responsible for developing experience strategies, programming, and day to day FM service delivery coordination in support of our client’s employees and guests.
Service delivery coordination may include, but is not limited to, FM, reception, amenities, mail, print, communications and other account support services.
Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Facilities on the account.
Develops comprehensive business plans and budget that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL.
Management of team and performance; creation of training programs for teams, including engaging JLL Platform teams for support.
Establishes challenging, realistic, and obtainable goals to guide operation and performance.
Manages the operational implementation on the account, developing programs, tools and processes while integrating the underlying services.
Excels at building and managing teams remotely, while achieving project objectives (e.g., milestones, communications, budgets, and timelines).
Develops and implements customer experience training plan that enables exceptional service delivery across the account globally.