Workplace Experience Manager

JLL•New York, NY

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. JLL Workplace Experience Manager Lead an exceptional white-glove workplace experience operation that rivals the finest hotels. As Workplace Experience Manager, you'll orchestrate seamless hospitality services across a premium real estate portfolio—coordinating reception teams, workplace ambassadors, events, and foodservice to create elevated client experiences at every touchpoint. This is a high-visibility, client-facing role where you'll exceed expectations daily by blending outstanding service delivery with innovative technology and sustainable practices. If you thrive on delivering excellence across multiple service disciplines simultaneously, this dynamic position is your opportunity to make an immediate impact. Check out some of your day: Serve as primary point of contact for all workplace experience operations, coordinating reception services, workplace ambassador programs, meeting and event support, and foodservice while delivering superior hospitality with hotel-like attention to detail and proactive engagement across all client touchpoints Oversee reception operations and workplace ambassador program to ensure professional first impressions, exceptional wayfinding assistance, white-glove service throughout the facility, and seamless coordination of light meeting logistics including room setup, technology support, and refreshment services Manage third-party service contractors across all operational areas including foodservice (cafes, catering, micro markets, barista bars, pantry services, vending, and grab-and-go), reception, and event support vendors through established metrics, regular audits, quality assurance processes, and performance reviews to ensure contract compliance and client expectations are met Establish and maintain comprehensive management programs with appropriate staffing levels, operational procedures, and performance measures to ensure work method accuracy, system reliability, service consistency, and alignment with client operating requirements and scope of works Proactively develop and manage client relationships by anticipating needs, responding to concerns with agility and discretion, serving as escalation point for inquiries across all service disciplines, and ensuring expected service levels are consistently achieved and exceeded Drive client-specific initiatives including technology rollouts, benchmarking, and best practice implementation while collaborating with facilities management, HR, and marketing departments to align services with overall workplace experience strategy and monitor spend and financials across all programs Oversee foodservice contractor operations ensuring all food items are transported, handled, and prepared according to highest sanitation requirements while supporting sustainable practices including waste reduction and local sourcing, and managing catering coordination for designated client business meetings and conference center events Ensure compliance with JLL and client Health, Safety, Environment, and Risk Management policies across all operational areas, proactively identify and escalate risks including audit findings, client complaints, vendor service issues, information security concerns, or KPI impacts, and maintain current knowledge of relevant regulations for all team members and contractors

Requirements

5+ years progressive experience in hospitality management, workplace services, or facility experience management with demonstrated leadership in multi-disciplinary service operations
Proven background in contract management, customer service excellence, and people development within fast-paced, client-facing environments
Exceptional hospitality orientation with hotel-like service standards, proactive attention to detail, and polished executive presence to create memorable client experiences and work effectively across all organizational levels in dynamic, fast-paced environments
Strong vendor management capabilities across multiple service disciplines combined with analytical skills to interpret data, drive continuous improvement, and manage competing priorities simultaneously with initiative, flexibility, and leadership
Proficient in workplace experience technology platforms, service management systems, and Microsoft Office

Responsibilities

Serve as primary point of contact for all workplace experience operations, coordinating reception services, workplace ambassador programs, meeting and event support, and foodservice while delivering superior hospitality with hotel-like attention to detail and proactive engagement across all client touchpoints
Oversee reception operations and workplace ambassador program to ensure professional first impressions, exceptional wayfinding assistance, white-glove service throughout the facility, and seamless coordination of light meeting logistics including room setup, technology support, and refreshment services
Manage third-party service contractors across all operational areas including foodservice (cafes, catering, micro markets, barista bars, pantry services, vending, and grab-and-go), reception, and event support vendors through established metrics, regular audits, quality assurance processes, and performance reviews to ensure contract compliance and client expectations are met
Establish and maintain comprehensive management programs with appropriate staffing levels, operational procedures, and performance measures to ensure work method accuracy, system reliability, service consistency, and alignment with client operating requirements and scope of works
Proactively develop and manage client relationships by anticipating needs, responding to concerns with agility and discretion, serving as escalation point for inquiries across all service disciplines, and ensuring expected service levels are consistently achieved and exceeded
Drive client-specific initiatives including technology rollouts, benchmarking, and best practice implementation while collaborating with facilities management, HR, and marketing departments to align services with overall workplace experience strategy and monitor spend and financials across all programs
Oversee foodservice contractor operations ensuring all food items are transported, handled, and prepared according to highest sanitation requirements while supporting sustainable practices including waste reduction and local sourcing, and managing catering coordination for designated client business meetings and conference center events
Ensure compliance with JLL and client Health, Safety, Environment, and Risk Management policies across all operational areas, proactively identify and escalate risks including audit findings, client complaints, vendor service issues, information security concerns, or KPI impacts, and maintain current knowledge of relevant regulations for all team members and contractors