Workplace Manager

JLL•Chicago, IL

3d•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. Job Summary The Manager, Workplace Facilities will be responsible for managing facilities within a designated regional portfolio while championing exceptional workplace experiences and hospitality-driven service delivery. The candidate must be able to organize and prioritize multiple tasks, effectively manage through stressful situations, and consistently make effective, high-quality decisions while fostering an environment that prioritizes employee satisfaction, engagement, and wellbeing. Must understand the complex client and customer relationships and develop open, effective, and consistent communication with client and customer representatives, ensuring every interaction reflects JLL's commitment to hospitality excellence. Qualified candidates will have overall responsibility for site budgets, accounting and finance, maintenance and operations, contract services, material, equipment and supplies purchases, occupancy services administration and helpdesk, plus comprehensive oversight of workplace experience programs, hospitality services coordination, and employee engagement initiatives. Some travel will also be required to specified sites.

Requirements

Superior people management skills with demonstrated ability to inspire and develop diverse teams
Superior client relationship management skills with hospitality industry best practices knowledge
Strong understanding of workplace culture development, employee engagement metrics, and satisfaction measurement tools
Ability to plan and manage within budget and time constraints, including experience with hospitality and amenity program budgeting
Experience with managing multiple vendors and small capital projects, preferably including hospitality service providers
Familiarity with workplace analytics, space utilization software, and employee feedback platforms
Proficiency with Excel, Word and experience with Computerized Maintenance Management System (CMMS) highly desired
Excellent communication and organizational skills with demonstrated ability to manage complex stakeholder relationships
Understanding commercial leases, routine accounting methods, and trade union protocols
Ability to work without direct supervision while maintaining high service standards
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Bachelor's degree or equivalent education and experience, preferably in Facilities Management, Hospitality Management, or related field
5+ years of experience in facilities or property management, with demonstrated experience in employee experience or hospitality services preferred
Professional license or certification such as Certified Facilities Manager (CFM), Certified Property Manager (CPM), Certified Workplace Executive (CWE), or hospitality management certification

Responsibilities

Create and maintain superior client service practices with hospitality-first mindset
Develop and manage annual operating and capital expense budgets, including dedicated allocations for employee experience and hospitality programs
Manage a staff of diverse professionals while fostering inclusive, engaging work environments
Coordinate the operational aspects of the property in a manner which protects, maintains, and improves the value of the client's assets while enhancing occupant experience
Ensure all site management and operations practices follow company and client standards, with elevated focus on service excellence
Perform monthly reporting, forecasting, and asset management on all sites
Implement preventive, ongoing, and anticipated maintenance/repair programs with minimal disruption to workplace experience
Partner with and guide Experience Services programs including concierge services, guest reception protocols, and visitor experience management
Oversee employee amenity programs such as fitness facilities, wellness rooms, lactation spaces, quiet zones, and collaborative areas
Manage seasonal and cultural celebrations, holiday decorations, team-building activities, and community engagement events
Establish and monitor service level agreements for hospitality touchpoints including response times for requests, cleanliness standards, and amenity availability
Coordinate with HR teams to support employee onboarding experiences, workplace orientations, and transition support services
Manage employee feedback systems including satisfaction surveys, suggestion programs, and regular pulse checks on workplace experience
Oversee technology integration for enhanced employee experience such as mobile apps, digital wayfinding, room booking systems, and service request platforms
Develop crisis communication plans and employee support protocols for emergency situations or significant workplace changes
Develop multi-year capital improvement project plans and manage the process to complete capital projects with focus on experience enhancement
Coordinate space planning initiatives that prioritize employee collaboration, privacy needs, accessibility, and diverse work styles
Manage third-party vendor contracted services as required, including periodic bidding and insurance updates for both operational and hospitality services
Monitor performance per scopes of work and contractual agreements, ensuring service quality meets hospitality standards