Workplace Experience Site Lead

JLL•Atlanta, GA

8d•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 Experience Services team members are “experts who create value through lasting partnerships.” At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. This Workplace Experience Site Lead is responsible for driving a proactive workplace experience vision and championing hospitality standards across the assigned site. This role serves as the strategic leader for on-site experience-related programs and services, focusing on delivering exceptional, human-centric experiences that delight employees and guests while consistently achieving agreed upon outcomes. This on-site role elevates beyond operational management to encompass strategic leadership, team development, stakeholder engagement, communications and change enablement, technology integration, and governance oversight, while maintaining safe working practices throughout all service delivery. The role acts as a key partner to site leadership and onsite teams, driving consistent implementation of experience programs and fostering a culture of continuous improvement and innovation. A critical aspect of this role is leading the team through transformation, introducing proactive service models, and establishing clear governance frameworks. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation.

Requirements

Minimum 5 years in hospitality, experience services, or facility management with large-scale operations, preferred
Bachelor’s Degree, or equivalent combination of education and experience
Minimum 3-5 years of people management experience skills
Proficiency with Microsoft Office Suite, workplace management systems and technology platforms for project tracking and to enhance service delivery and operational efficiency
Contribution motivated, highly collaborative, and strong interpersonal skills
Excellent communication, presentation, and stakeholder management
Ability to manage competing priorities and deliver results in a fast-paced, matrixed environment
Strong analytical, organizational, and financial management capabilities
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Experience leading workplace transformation initiatives, preferred

Responsibilities

Build and deliver an evolving workplace experience strategy, translating client priorities into an executable roadmap that transforms the experience for our client’s employees and guests
Lead cultural transformation from reactive to proactive service delivery models, establishing standard work, service recovery practices and performance accountability
Identify value-add opportunities for Experience Services enhancement using data, voice-of-customer insights, and operational performance trends
Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans
Design customer journeys that optimize employee and guest interactions with defined success measures
Collect, analyze, and act upon user feedback to drive continuous improvement, measure impact and close the loop with stakeholders
Ensure the team provides exceptional, proactive customer service at all touchpoints that build community and elevate the experience, while meeting expected service levels and quality standards
Improve stakeholder communication processes for information flow across all organizational levels, using clear governance and decision-making processes
Create proactive communication plans for workplace programs and events, including success metrics and feedback mechanisms
Equip teams with the knowledge, tools, and resources to lead and manage change effectively
Build cross-functional relationships with Security, IT, Facilities, and service partners
Provide clear touchpoints and coordination across the workplace ecosystem, ensuring desired outcomes are met
Manage and develop onsite Experience Services team performance and professional growth
Build high-performing, agile teams capable of delivering elevated employee experiences
Develop succession plans and talent pipelines for key team positions to ensure service continuity
Foster teamwork, collaboration, and performance excellence recognizing results and addressing performance gaps with timely action plans
Maintain and continuously refine operational playbooks, standard operating procedures, and best practices while ensuring data integrity across all experience-related systems
Govern food service, mail/print, and amenity vendors including contract and performance management, and financial oversight to ensure service excellence and compliance
Manage financial plans, forecasts, and financial performance for experience programs, ensuring alignment with client objectives and delivering cost-effective solutions
Capture and analyze performance metrics to provide actionable insights and structured leadership reporting that drives continuous improvement and informed decision-making