Regional Workplace Experience Manager
 JLL | |
 United States, Kansas, Wichita | |
 Jan 07, 2025 | |
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Job Description | Regional Workplace Experience Manager
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. Job Summary The Regional Workplace Experience Manager is an on-account role within JLL's Experience Services team. This position is dedicated to delivering exceptional workplace experiences for our client while upholding core values of teamwork, ethics, and excellence. Working closely with internal and external partners, you will assess and help guide current and future workplace amenities operations, ensuring operational excellence while identifying innovative and creative services to meet and expand on client requirements. This role works with a diverse portfolio of services, including reception/guest services, onsite fitness, foodservices, meetings & events, mail, print, and other high-touch employee services. Key Responsibilities Support program strategy, scope, goals, and deliverables that drive client's objectives in collaboration with account leadership, client stakeholders, and team members. Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services. Aptitude for maintaining high-quality services, financial management, risk assessment, issue resolution, and continuous improvement to maintain high-quality services and ultimately ensuring that vendor partnerships contribute positively to the overall workplace experience Create and support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects. Analyze and assess financial statement data to inform planning and decision making. Support customer engagement initiatives through program development and knowledge sharing, offering expert insights on workplace trends, best practices, and innovative solutions to enhance their workplace experience. Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects. Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements. Work cross-functionally to deliver as one-team, integrating experience concepts and supporting all capabilities. Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements. Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations. Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities. Proactively identify gaps, escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, and any impact on the account KPIs). Proactively communicate across all levels of the organization and across multiple departments in a clear and concise manner. Project and practice consistent ownership attributes, which provide a high level of customer service at all points of contact. Knowledge, Skills & Abilities Bachelor's Degree, or master's degree, preferred, or equivalent combination of education and experience. 5+ years prior experience in soft services, facility management or operations, and/or knowledge of commercial real estate or hospitality industry, preferred. Must be able to travel up to 25%. Target hiring locations: Wichita, KS, Atlanta, GA, and Auburn Hills, MI. This role is expected to be majority in-office with some WFH flexibility. Ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment. Contribution motivated, highlight collaborative, and strong interpersonal skills. Excellent verbal and written communication skills, with the ability to communicate professionally at all levels of an organization, including strong presentation and active listening skills. Track record of initiative, integrity, and good judgement. Strong analytical/financial aptitude. Proficient skills in Microsoft Office Suite (including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook). The above-referenced summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities Dec '24 | |