Workplace Experience Manager

JLL•Richardson, TX

11d•$85,000 - $105,000•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 / Office Concierge (M1) Transform at JLL as an integrated Facility Operations Manager on a telecommunications client account in our Technology vertical! Location: Richardson, TX 75082 Work Schedule: Onsite, M-F 8 - 5 PM + on-call Reports to: Regional Operations Director Direct reports: Facilities Coordinators, on-site experience team; functional oversight of subcontractors Estimated base salary range: $85,000 - $105,000 What this job involves: As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellence—a 1,000-person state of the art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events. At this critical facility a service failure at 03:00 impacts the client’s business operations not just goodwill.

Requirements

High School diploma or equivalent
5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site
Demonstrated P&L or budget ownership with delegated spend authority
Experience managing subcontractors including sourcing, score carding and corrective action
Experience in 24/7 or multi-shift operations
Working knowledge of lease structures and landlord obligations
Fluency in operational data: dashboard to root cause to recommendation independently
Exceptional customer service and professional communication at all levels
Proficiency in MS Office Suite, CMMS and space management platforms
Composure under pressure; ability to take incident command with incomplete information
Strong organizational skills, independent judgment and professional demeanor

Nice To Haves

Bachelor’s Degree in a related area or 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/mission-critical environments

Responsibilities

Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services
Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves
Lead JLL and subcontracted teams: manage rosters, coverage, performance and development
Design 24/7 coverage model and close gaps before they impact service
Set and audit shift handover standards for seamless continuity
Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management
Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps
Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews
Represent JLL in performance discussions and own response to dissatisfaction
Anticipate leadership needs; host executive visits and interface with executive assistants
Author workplace communications ensuring timely delivery to all shifts,
Build annual budget, own monthly forecast and write variance narratives
Hold delegated spend authority; approve invoices and emergency spend
Source, negotiate and award subcontracted services within authority
Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements
Run vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformers
Identify and validate savings and cost avoidance
Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and escalate as needed
Leased sites: administer after-hours costs and review annual expense reconciliations
Owned sites: own asset assessments, capital plans and lifecycle recommendations
Own compliance register and escalate unresolved risks
Own shift seat strategy, sharing ratios and conflict resolution
Manage shift-balanced engagement calendar ensuring equal service across all shifts
Diagnose experience issues from data, design interventions and measure results
Manage conference room support: setup, AV, catering, supplies and cleanup
Inventory and stock kitchen/office supplies; manage vendor relationships
Establish and curate wellness programs such as pop-up clinics and wellness room utilization
Elevate office community standards by designing programs and fostering collaboration across multiple business units
Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders
Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord
Interpret data, perform root cause analysis and link facility performance to call-handling impact
Present actionable insights and recommendations to leadership
Own continuous improvement pipeline and track results
Represent JLL in audits and own corrective action plans
Submit and track work orders; coordinate preventative maintenance