Workplace Experience Manager

JLL•Jersey City, NJ

1d•$152,000 - $162,000•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. Are you a seasoned professional looking for a great opportunity to lead the way for one of our marquee clients? This role presents an incredible opportunity for a leader who lives and breathes hospitality and service and who wants to be on the cutting edge of Workplace Experience Services. The Human Experience Services Director is responsible for all aspects of experience focused services on the X account including soft services, amenity programming, customer experience training and operations. The Director will oversee an integrated service offering that positively impacts how the workplace is experienced by our Client’s employees and guests. Services may include, but are not limited to, reception / guest services, on-site fitness, foodservices, meeting & event planning, mail, print and other high touch employee services. The Human Experience Services Director will be expected to provide superior client service while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skills from the C-Suite down.

Requirements

Bachelor’s degree.
10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred.
Exceptional customer service skills with a passion for hospitality.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
Track record of initiative, integrity and good judgement.
Strong analytical/financial aptitude.
Ability to gather data, assess situations and quickly develop solutions.
Highly collaborative with strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access).
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Responsibilities

Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL.
Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services.
Develops and implements a customer experience training plan that enables exceptional service delivery across the account globally.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Anticipation and response to needs and concerns of multiple clients.
Monitors and manages 3rd party vendor performance related to soft services delivery.
Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
Perform additional job duties, as requested.