Workplace Experience Manager

JLL • Richardson, TX

1d • $85,000 - $105,000 • Onsite

About The Position

JLL is hiring a Workplace Experience Manager to lead integrated facility operations at a 24/7 Center of Excellence, a 1,000-person call center facility, for a telecommunications client in its Technology vertical. The manager is the accountable JLL lead for service delivery, combining hospitality-focused workplace experience with facility and site management authority. The role oversees JLL and subcontracted teams across shifts, vendors, budgets, client relationships, compliance, workplace services, risk response, and continuous improvement.

The position is onsite in Richardson, Texas, with a Monday–Friday, 8 a.m.–5 p.m. schedule plus on-call availability. It reports to the Regional Operations Director and has direct reports including Facilities Coordinators and the on-site experience team, as well as functional oversight of subcontractors. The estimated base salary range is $85,000–$105,000.

Requirements

• High school diploma or equivalent.
• At least 5 years of experience in workplace experience, facilities management, or hospitality, including at least 2 years leading a team or site.
• Demonstrated P&L or budget ownership with delegated spending authority.
• Experience managing subcontractors, including sourcing, scorecarding, and corrective action.
• Experience in 24/7 or multi-shift operations.
• Working knowledge of lease structures and landlord obligations.
• Ability to independently interpret operational data, move from dashboards to root cause, and develop recommendations.
• Exceptional customer service and professional communication skills at all levels.
• Proficiency in Microsoft Office Suite, CMMS, and space management platforms.
• Composure under pressure and ability to take incident command with incomplete information.
• Strong organizational skills, independent judgment, and professional demeanor.
• Authorization to work in the United States without visa sponsorship.

Nice To Haves

• Bachelor’s degree in a related area or an equivalent combination of education and experience.
• Experience with work order systems, vendor coordination, and facility operations.
• Knowledge of invoice processing and accounts payable.
• Experience with onboarding processes or emergency preparedness/incident command.
• Background in hospitality or workplace services in corporate or mission-critical environments.

Responsibilities

• Maintain single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services.
• Own and update the site operating plan, service standards, escalation matrix, and operational playbook.
• Lead JLL and subcontracted teams by managing staffing coverage, performance, and development; design and maintain the 24/7 coverage model.
• Set and audit shift handover standards, resolve operational bottlenecks and workplace conflicts, and ensure facilities operations meet applicable requirements.
• Maintain compliance documentation and proactively address regulatory gaps.
• Serve as the initial point of contact for client employee inquiries, service issues, troubleshooting, and feedback.
• Own the client site leadership relationship, chair performance reviews, represent JLL in performance discussions, and respond to dissatisfaction.
• Anticipate leadership needs, host executive visits, interface with executive assistants, and author workplace communications for all shifts.
• Build the annual budget, own the monthly forecast, prepare variance narratives, and exercise delegated spending authority, including approval of invoices and emergency spending.
• Source, negotiate, and award subcontracted services within delegated authority; ensure contracts, statements of work, invoices, and KPIs meet client requirements.
• Manage vendor scorecards and quarterly reviews, coordinate corrective actions or replacement of underperforming vendors, and identify and validate savings and cost avoidance.
• For leased sites, interpret leases, enforce landlord obligations, chair quarterly landlord reviews, escalate issues, administer after-hours costs, and review annual expense reconciliations.
• For owned sites, manage asset assessments, capital plans, and lifecycle recommendations.
• Own the compliance register and escalate unresolved risks.
• Manage shift seating strategy, sharing ratios, conflict resolution, and a shift-balanced engagement calendar.
• Use data to diagnose workplace experience issues, design interventions, and measure results.
• Manage conference room setup, audiovisual support, catering, supplies, and cleanup.
• Inventory and stock kitchen and office supplies and manage related vendor relationships.
• Establish and curate wellness programs, including pop-up clinics and wellness room utilization.
• Develop programs that support office community standards and collaboration across business units.
• Remain available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, implement corrective actions, and provide timely status updates to account leadership and stakeholders.
• Recommend shelter-in-place, evacuation, or closure actions and coordinate with the client and landlord.
• Interpret operational data, connect facility performance to call-handling impact, and present actionable insights and recommendations to leadership.
• Own the continuous improvement pipeline and track outcomes.
• Represent JLL in audits and own corrective action plans.
• Submit and track work orders and coordinate preventative maintenance.

Benefits

• 401(k) plan with matching company contributions.
• Medical, dental, and vision care.
• Paid parental leave at 100% of salary.
• Paid time off and company holidays.
• Early access to earned wages through Daily Pay.
• Supportive culture and benefits package prioritizing mental, physical, and emotional health.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED