What This Job Involves
As the Program Manager, you will lead the strategic evolution, operational excellence, and continuous improvement of front-of-house hospitality and physical logistics across the campus. In this role, you will bridge the gap between client leadership, vendor partners, and cross-functional teams to turn traditional reception desks and mailrooms into frictionless, user-centric, high-touch service hubs.
You bring a blend of hospitality mindset, analytical rigor, and process engineering to build scalable programs, set operational benchmarks, and deliver a welcoming first impression for every client and guest.
Program Oversight & Service Delivery
- Program Ownership: Define and execute the long-term vision, roadmap, and strategic goals for the Reception and Mail programs.
- User Journey & Experience Design: Map and continuously optimize the end-to-end guest and employee journey. Identify touchpoints to remove friction, enhance hospitality, and maintain a seamless experience.
- Standard Operating Procedures: Proactively develop, implement, and maintain unified SOPs for both the Reception (visitor management, security log audits, incident response) and Mail Room (routing, bulk mail processing, package room workflows) programs.
- Process Improvement: Shape and deploy a process-management mentality focused on driving efficiencies, cost-conscious resource optimization, and leveraging JLL best practices.
- Training & Hospitality Standards: Design, own, and manage the onboarding, hospitality service standards, and continuous development protocols for site teams executing Mail and Reception duties to ensure high-quality, hospitality-driven service delivery.
- Quality Control & Compliance: Verify the accuracy of visitor tracking, security badge protocols, and chain-of-custody mail logs. Conduct regular inspections and audits to ensure compliance with health, safety, and site security requirements.
- Cross-Functional Integration: Partner with the Facilities team to align workplace services with broader site goals.
Client Relationships & Performance Management
- Client Engagement: Proactively manage relationships with the Client's Program SMEs and senior executives, translating their business objectives into actionable program strategies.
- KPI & SLA Compliance: Monitor program performance using data-driven insights. Deeply understand and report on contract KPIs, analyze metric variances, and implement mitigation strategies to meet or exceed targets.
- Reporting & Data Intelligence: Develop, implement, and present a suite of management reports and metrics to the Client and account leadership, visualizing data to derive actionable intelligence.
- Partner & Vendor Governance: Collaborate closely with integrated facilities partners and external service providers to ensure vendor delivery meets client's safety, security, and hospitality expectations.
- Budget Support: Support program budgeting, track capital and operational expenditures, and identify opportunities for scalable cost efficiency.
Qualifications
- Experience: Minimum 4- 6 years of leadership in high-touch, hospitality environments. Demonstrated expertise with VIP service standards and building white-glove service culture from the ground up.
- Process Management: Demonstrated success in process engineering or workflow optimization.
- Analytical Skills: Strong ability to extrapolate and visualize data to identify potential operational gaps and proactively formulate contingency plans.
- Influence Without Authority: Exceptional leadership and team-building skills with a track record of driving results through cross-functional teams without direct line-management authority.
- Communication & Credibility: High emotional intelligence with excellent presentation and negotiation skills; must be highly credible when interface-sharing with executive-level client personnel.
- Industry Knowledge: Familiarity with modern corporate site services, including advanced visitor management software, enterprise mail/package tracking platforms, and postal regulations.
- Flexibility: A future-forward mindset capable of balancing strict operational rigor with the speed, responsiveness, and flexibility required in a fast-paced corporate environment.
- Education (Preferred): Bachelor's degree in Hospitality Management is preferred.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Expected compensation for this position:95,600.00 - 125,770.00 USD per year
Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location:On-site -San Francisco, CA
Job Tags: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 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
