Workplace Experience Manager

JLL•Boston, MA

2d•Onsite

About The Position

As a Workplace Experience Manager at JLL, you will play a pivotal role in overseeing and optimizing workplace experiences at assigned sites while supporting the Workplace team across the organization. This role requires you to act as the lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services with a focus on enhancing the well-being of client employees and guests. You'll supervise day-to-day operations of Workplace Experience Ambassadors while maintaining the client's workplace of the future environment and cultivating a culture that aligns with client's company values and brand that reflects JLL's commitment to creating exceptional workplace experiences and transformative solutions for modern work environments.

Requirements

Bachelor's degree in hospitality or related field preferred
Minimum 5 years relevant work experience required in similar workplace experience or hospitality management roles
Demonstrated ability to provide high level of customer satisfaction in professional service environment
Excellent verbal and written communication skills for effective client and team interaction
Proficient in Microsoft Office programs including Word, Excel, PowerPoint, and Outlook
Strong analytical, organization, and administration skills for comprehensive workplace management
Strong interpersonal skills for effective relationship building and team leadership
Strong attention to detail with ability to work in fast-paced environment while maintaining quality standards
Good judgment in confidential situations and proven experience interacting with senior management
Ability to multitask effectively while maintaining focus on client experience and service delivery
Professional demeanor with capability to represent client brand and company values

Nice To Haves

Experience with workplace technology systems including reservation platforms, digital signage, and facility management systems
Background in corporate real estate services or integrated facility management
Knowledge of sustainability practices and workplace wellness programs
Certification in hospitality management, facility management, or related professional credentials
Experience with event planning and corporate communications

Responsibilities

Act as lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services
Supervise day-to-day operations and duties of Workplace Experience Ambassadors on team while ensuring exceptional service delivery
Maintain client's workplace of the future environment while cultivating culture that aligns with client's company values and brand
Collaborate with SMEs to maintain consistently welcoming and functional Innovation Hub and Customer Briefing Center
Ensure facilities are always prepared to host customer visits with professional presentation and optimal functionality
Uphold safety and security procedures while prioritizing employee and guest experience and services
Coordinate site resources, activities, events, and communications for comprehensive workplace management
Maintain and coordinate site calendar of events while ensuring seamless execution and stakeholder communication
Liaise with local leaders, vendors, and facility management to ensure seamless office operations
Collaborate with facility management and IT to monitor and maintain facility operation systems including AV, HVAC, security cameras, badge system, reservation system, and digital signage
Identify opportunities to enhance workplace experience and create initiatives to streamline processes for client employees
Support data collection, analysis, and reporting to align with client's objectives and performance metrics
Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements
Monitor policies, regulations, and performance metrics to provide flawless execution and stable service delivery for Client
Collaborate with facility management to confirm compliance with global and regional sustainability objectives
Ensure adherence to environmental standards and corporate responsibility initiatives
Support implementation of sustainable workplace practices and employee engagement programs
Transform to Workplace Team of the future while developing existing talent and bringing new capabilities into Experience Services team
Ensure highly proactive, responsive, dynamic, and agile team for optimal client and stakeholder management
Actively encourage environment that supports teamwork, cooperation, performance excellence, and personal success
Develop team through performance assessments and training while managing staff workload through correct resourcing
Develop succession plan for key team members and onsite vendors for comprehensive talent management
Proactively develop and manage Client relationships ensuring expected service levels are achieved consistently
Comply with all requirements of Client contract while meeting or exceeding Key Performance Indicators
Deliver exceptional quality of service to Client as reflected by Client feedback and leadership assessment
Proactively manage team to deliver surprises and delights that exceed client expectations