Soft Services Manager

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Soft Services Manager - JLL

What this job involves - The Soft Services Manager, as part of Jones Lang LaSalle's Integrated Facility Management team, is responsible for delivering exceptional soft services operations at the Johnson & Johnson La Jolla Research & Development Campus. This role serves as the primary operational leader for all non-technical facility services, ensuring seamless delivery of janitorial, workplace experience, pest control, shipping & receiving, landscape, cafe operations, and OP/MAC services that support Johnson & Johnson's mission of innovation and discovery. The position requires a dynamic leader who can balance JLL operational excellence standards with Johnson & Johnson's expectations, managing multiple service providers while maintaining the highest standards befitting a premier pharmaceutical research facility. As the face of JLL soft services on campus, this role builds strong client relationships, drives continuous improvement, and demonstrates the value of integrated facility management.

What your day-to-day will look like:

• Client Relationship Management: Serve as primary JLL contact for Johnson & Johnson campus leadership, conducting regular performance reviews, addressing stakeholder needs, and ensuring alignment between JLL service delivery and client objectives.
• Strategic Program Leadership: Develop comprehensive soft services strategies with KPIs and service level agreements, creating operational roadmaps that support pharmaceutical research environments including cleanroom and laboratory operations.
• Janitorial & Cleaning Operations: Direct janitorial services across laboratories, cleanrooms, and research facilities, managing subcontractors and implementing specialized cleaning protocols compatible with pharmaceutical research requirements.
• Workplace Experience Programs: Oversee campus amenity spaces, employee engagement initiatives, events coordination, and satisfaction surveys to enhance productivity and wellbeing in partnership with Johnson & Johnson stakeholders.
• Integrated Pest Management: Administer pest control programs compliant with pharmaceutical industry standards, managing subcontractors and documentation while protecting the research environment.
• Logistics & Shipping Operations: Manage all campus receiving operations for research materials and deliveries, ensuring secure handling, proper chain of custody, and coordination with research teams on time-sensitive materials.
• Landscape & Cafe Services: Direct grounds maintenance with sustainable practices and oversee campus cafe operations, ensuring food quality, health compliance, and alignment with employee wellness initiatives.
• Vendor & Financial Management: Manage all soft services subcontractors for performance and compliance, while developing and controlling annual budgets to optimize costs and demonstrate value to the client.
• Safety, Compliance & Sustainability: Ensure OSHA and pharmaceutical industry compliance across operations, while implementing sustainability initiatives including waste reduction, recycling, and green product selection aligned with both JLL and Johnson & Johnson environmental goals.
• Team Leadership & Performance Reporting: Lead and develop JLL staff, foster operational excellence culture, and provide comprehensive monthly and quarterly reporting with KPIs demonstrating service performance and continuous improvement.

Required Qualifications

• Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, or related field required.
• Minimum 7-10 years of progressive facilities management experience with at least 5 years in supervisory or management roles overseeing multiple service disciplines.
• Demonstrated success managing complex vendor relationships, multi-million dollar budgets, and client-facing service delivery in integrated facility management environments.
• Comprehensive understanding of soft services operations including janitorial standards for specialized environments, food service management, logistics operations, integrated pest management, landscape management, and workplace experience programming.
• Knowledge of OSHA regulations, environmental compliance, pharmaceutical industry standards, and contract management principles.
• Understanding of integrated facility management service delivery models.
• Exceptional client relationship management and customer service orientation. Strong leadership and team development abilities with experience managing in matrix organizations.
• Excellent vendor management, contract administration, and negotiation skills.
• Strong budget management and financial acumen with P&L accountability.
• Outstanding communication skills with ability to interact effectively with all organizational levels from researchers to C-suite executives.
• Proven problem-solving abilities and crisis management skills with sound judgment under pressure.
• Strong project management capabilities with ability to manage multiple priorities simultaneously.
• Analytical mindset with data-driven decision-making approach.
• Proficiency in Microsoft Office Suite, facilities management software platforms, and business intelligence tools.
• Commitment to continuous improvement and operational excellence.

Preferred Qualifications

• Experience in third-party facility management, contract services, or outsourced operations.
• Experience in research, laboratory, pharmaceutical, or healthcare environments.
• Proficiency with computerized maintenance management systems (CMMS) such as Corrigo, Maximo, or similar platforms. Familiarity with JLL systems and processes.
• Certified Facility Manager (CFM), Facility Management Professional (FMP), or other relevant professional certifications. Experience with JLL systems, processes, and service delivery methodologies.
• Knowledge of laboratory operations, cleanroom protocols, and pharmaceutical manufacturing environments. LEED certification or sustainability credentials.
• Experience implementing technology solutions for service delivery optimization.
• Previous experience working on Johnson & Johnson accounts or similar pharmaceutical/biotech clients.

Location: San Diego, CA

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.