Workplace Experience Lead

JLL•San Francisco, CA

3d•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. What this job involves The Workplace Experience Lead provides superior client service while overseeing all aspects of experience-focused services on assigned accounts. 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. Your day-to-day tasks will include: Collaborating with account leadership and client stakeholders to align on workplace experience vision and develop detailed, actionable programs for all Experience services including a business plans with specific goals, strategic initiatives, and timelines. Executing and monitoring business plan success by coordinating cross-functional teams, tracking key performance indicators (KPIs), and analyzing data to assess strategy effectiveness and make continuous improvements. Managing Experience Services operations to ensure processes, procedures, and systems are aligned across the account while establishing relationships with external vendors and service providers to support workplace programs. Leading and mentoring a team of workplace professionals by providing coaching, professional development opportunities, clear performance expectations, and accountability for successful service delivery. Developing and implementing customer experience training plans that enable exceptional service delivery, while maintaining appropriate staffing levels in accordance with client service level agreements. Proactively identifying and escalating account-level risks and issues such as audit findings, client complaints, vendor service issues, and KPI impacts while transforming problems into opportunities. Seeking feedback from clients and stakeholders to understand satisfaction levels, driving service improvements, and engaging in continuous innovation by leveraging business intelligence and adopting best practices.

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.

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

Collaborating with account leadership and client stakeholders to align on workplace experience vision and develop detailed, actionable programs for all Experience services including a business plans with specific goals, strategic initiatives, and timelines.
Executing and monitoring business plan success by coordinating cross-functional teams, tracking key performance indicators (KPIs), and analyzing data to assess strategy effectiveness and make continuous improvements.
Managing Experience Services operations to ensure processes, procedures, and systems are aligned across the account while establishing relationships with external vendors and service providers to support workplace programs.
Leading and mentoring a team of workplace professionals by providing coaching, professional development opportunities, clear performance expectations, and accountability for successful service delivery.
Developing and implementing customer experience training plans that enable exceptional service delivery, while maintaining appropriate staffing levels in accordance with client service level agreements.
Proactively identifying and escalating account-level risks and issues such as audit findings, client complaints, vendor service issues, and KPI impacts while transforming problems into opportunities.
Seeking feedback from clients and stakeholders to understand satisfaction levels, driving service improvements, and engaging in continuous innovation by leveraging business intelligence and adopting best practices.