Workplace Services Manager

JLL•North Seattle, WA

6d•Onsite

About The Position

The Workplace Services Manager (WSM) is responsible for delivering an exceptional workplace experience through the management of workplace services programs, service providers, customer relationships, and operational performance. The WSM oversees daily operations, drives service excellence, ensures compliance with client requirements, and promotes a culture of safety, hospitality, accountability, and continuous improvement. This is a full-time, on-site position.

Requirements

Equivalent combinations of education, professional training, certifications, and relevant work experience will be considered.
5+ years of experience in Workplace Services, hospitality, facilities services, vendor management, or operations management.
2+ years of supervisory or leadership experience.
Experience managing service providers, contracts, and supplier relationships.
Demonstrated proficiency using a Computerized Maintenance Management System (CMMS) to manage work orders, service requests, reporting, and operational records.
Experience using Microsoft 365 and workplace technology platforms.
Strong customer-service, communication, organizational, and analytical skills.
Ability to manage multiple priorities and build effective relationships with stakeholders.

Nice To Haves

Bachelor's degree in Business, Hospitality, Facilities Management, Engineering, or a related field preferred but not required.
Familiarity with GXP/GMP

Responsibilities

Provide leadership of occupancy planning, janitorial, security, reception, hospitality, badge access, landscaping, pest control, and waste and recycling programs.
Ensure workplace services are delivered in accordance with contractual requirements, site procedures, customer expectations, and regulatory standards.
Conduct routine inspections and audits to verify service quality, compliance, and operational readiness.
Utilize the Computerized Maintenance Management System (CMMS) to manage service requests, work orders, vendor documentation, reporting, and performance metrics.
Ensure emergency response procedures, after-hours support, and business continuity requirements are maintained.
Manage service providers in accordance with contracts, scopes of work, service-level agreements, and performance expectations.
Monitor vendor performance through inspections, audits, customer feedback, and CMMS data.
Maintain accurate operational records, service documentation, and vendor communications.
Develop and implement corrective action plans to address service deficiencies and improve performance.
Support procurement activities, contract administration, vendor onboarding, and service transitions.
Build productive relationships with suppliers, contractors, and client stakeholders.
Champion a customer-focused workplace experience that supports employee engagement, productivity, and satisfaction.
Manage reception, hospitality, visitor services, and customer-facing workplace programs.
Respond to service concerns in a timely and professional manner and ensure effective issue resolution.
Analyze customer feedback and operational data to identify opportunities for service improvement.
Promote a culture of hospitality, responsiveness, professionalism, and continuous improvement.
Lead by example and foster a culture centered on safety, accountability, teamwork, and inclusion.
Provide coaching, leadership, and professional development opportunities for employees.
Promote employee engagement and continuous improvement through proactive leadership.
Conduct investigations, root cause analyses, and corrective actions as required.
Ensure compliance with all performance-management processes, policies, and workplace expectations.
Support workforce planning, scheduling, staffing, and service coverage requirements.
Manage workplace services budgets, operating expenses, and contracted-service costs.
Monitor expenditures and identify opportunities to improve efficiency and reduce costs.
Review invoices and financial documentation for accuracy and contractual compliance.
Develop and report KPIs, service-level metrics, vendor-performance indicators, and workplace-service trends.
Present operational results, risks, and improvement initiatives during governance meetings.
Drive operational excellence through process improvements, technology utilization, and service innovation.