Workplace Experience Manager

Workplace Experience Manager - JLL

What this job involves: As a Workplace Experience Manager at JLL, you will play a pivotal role in overseeing and optimizing workplace experiences at assigned sites while supporting the Workplace team across the organization. This role requires you to act as the lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services with a focus on enhancing the well-being of client employees and guests. You'll supervise day-to-day operations of Workplace Experience Ambassadors while maintaining the client's workplace of the future environment and cultivating a culture that aligns with client's company values and brand that reflects JLL's commitment to creating exceptional workplace experiences and transformative solutions for modern work environments.

What your day-to-day will look like:

Onsite Operations and Client Experience:

* Act as lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services

* Supervise day-to-day operations and duties of Workplace Experience Ambassadors on team while ensuring exceptional service delivery

* Maintain client's workplace of the future environment while cultivating culture that aligns with client's company values and brand

* Collaborate with SMEs to maintain consistently welcoming and functional Innovation Hub and Customer Briefing Center

* Ensure facilities are always prepared to host customer visits with professional presentation and optimal functionality

Safety, Security, and Facility Coordination:

* Uphold safety and security procedures while prioritizing employee and guest experience and services

* Coordinate site resources, activities, events, and communications for comprehensive workplace management

* Maintain and coordinate site calendar of events while ensuring seamless execution and stakeholder communication

* Liaise with local leaders, vendors, and facility management to ensure seamless office operations

* Collaborate with facility management and IT to monitor and maintain facility operation systems including AV, HVAC, security cameras, badge system, reservation system, and digital signage

Process Improvement and Data Management:

* Identify opportunities to enhance workplace experience and create initiatives to streamline processes for client employees

* Support data collection, analysis, and reporting to align with client's objectives and performance metrics

* Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements

* Monitor policies, regulations, and performance metrics to provide flawless execution and stable service delivery for Client

Sustainability and Compliance:

* Collaborate with facility management to confirm compliance with global and regional sustainability objectives

* Ensure adherence to environmental standards and corporate responsibility initiatives

* Support implementation of sustainable workplace practices and employee engagement programs

Management Responsibilities and Team Development:

* Transform to Workplace Team of the future while developing existing talent and bringing new capabilities into Experience Services team

* Ensure highly proactive, responsive, dynamic, and agile team for optimal client and stakeholder management

* Actively encourage environment that supports teamwork, cooperation, performance excellence, and personal success

* Develop team through performance assessments and training while managing staff workload through correct resourcing

* Develop succession plan for key team members and onsite vendors for comprehensive talent management

Client and Stakeholder Management:

* Proactively develop and manage Client relationships ensuring expected service levels are achieved consistently

* Comply with all requirements of Client contract while meeting or exceeding Key Performance Indicators

* Deliver exceptional quality of service to Client as reflected by Client feedback and leadership assessment

* Proactively manage team to deliver surprises and delights that exceed client expectations

Required Qualifications:

Education and Experience: * Bachelor's degree in hospitality or related field preferred

* Minimum 5 years relevant work experience required in similar workplace experience or hospitality management roles

* Demonstrated ability to provide high level of customer satisfaction in professional service environment

Communication and Technical Skills: * Excellent verbal and written communication skills for effective client and team interaction

* Proficient in Microsoft Office programs including Word, Excel, PowerPoint, and Outlook

* Strong analytical, organization, and administration skills for comprehensive workplace management

* Strong interpersonal skills for effective relationship building and team leadership

Personal Attributes: * Strong attention to detail with ability to work in fast-paced environment while maintaining quality standards

* Good judgment in confidential situations and proven experience interacting with senior management

* Ability to multitask effectively while maintaining focus on client experience and service delivery

* Professional demeanor with capability to represent client brand and company values

Preferred Qualifications:

* Experience with workplace technology systems including reservation platforms, digital signage, and facility management systems

* Background in corporate real estate services or integrated facility management

* Knowledge of sustainability practices and workplace wellness programs

* Certification in hospitality management, facility management, or related professional credentials

* Experience with event planning and corporate communications

Physical Requirements:

* Ability to conduct routine facility walkthroughs and assessments

* Capability to respond to client needs and emergency situations in timely manner

* Flexibility to work outside regular business hours for events and special client requirements

Location: On-site