What this job involvesThe Workplace Experience Lead provides superior client service while overseeing all aspects of experience-focused services on assigned account. This role develops and implements comprehensive strategies for soft services, amenity programming, customer experience training, and operations that create engaging workplace experiences. By managing high-touch employee services such as reception, food services, meetings & events, mail, print, and other amenities, this position directly influences how the client's organization is perceived and valued by both employees and guests.
Your day-to-day tasks will include:- Responsible for developing experience strategies, programming, and day to day FM service delivery coordination in support of our client's employees and guests. Service delivery coordination may include, but is not limited to, FM, reception, amenities, mail, print, communications and other account support services.
- Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Facilities on the account.
- Develops comprehensive business plans and budget that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL.
- Management of team and performance; creation of training programs for teams, including engaging JLL Platform teams for support.
- Establishes challenging, realistic, and obtainable goals to guide operation and performance.
- Manages the operational implementation on the account, developing programs, tools and processes while integrating the underlying services.
- Excels at building and managing teams remotely, while achieving project objectives (e.g., milestones, communications, budgets, and timelines).
- Develops and implements customer experience training plan that enables exceptional service delivery across the account globally.
Required Qualifications:- Bachelor's degree in hospitality, business administration, facility management, or related field.
- 10+ years of experience in Soft Services, Facility Management, Operations, commercial real estate, or hospitality industry.
- Proven leadership skills with demonstrated ability to manage multiple priorities and deliver results in fast-paced, heavily matrixed environments.
- Strong analytical and financial aptitude with ability to develop and monitor workplace budgets and ensure cost-effective solutions.
- Excellent verbal and written communication skills with ability to communicate professionally across all organizational levels.
Preferred Qualifications:- Track record of initiative, integrity, and sound judgment in decision-making and problem-solving situations.
- Strong ability to gather data, assess situations quickly, and develop effective solutions in dynamic environments.
- Highly collaborative interpersonal skills with demonstrated success building positive relationships with team members, colleagues, and stakeholders.
- Experience developing and implementing customer service training programs and upskilling initiatives.
- Proficient skills in Microsoft Office Suite including Excel, Word, PowerPoint, Visio, Outlook, and Access.
- Knowledge of industry trends, emerging technologies, and best practices in workplace experience and facility management.
- Experience establishing and maintaining vendor relationships and managing service level agreements.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated compensation for this position:144,000.00 - 160,000.00 USD per year
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:On-site -Mountain View, CA, San Francisco, CA, Sunnyvale, CA
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're pursuing.
Accepting applications on an ongoing basis until candidate identified.
