Workplace Experience & Operations Manager

JLL; Auckland; On-site; NZD 120,000 - 170,000; Full time

Benefits offered by this job

Employee discounts

Maternity leave

Health insurance discounts

Social club

Employee assistance program

Novated lease

Volunteer time off

Career opportunities

Premium offices

Job summary

JLL NZ is seeking an experienced Workplace Experience & Operations Manager to lead end-to-end facilities management for a key client across New Zealand. You will manage budgeting, procure-to-pay, and cost optimization while ensuring exceptional service delivery, safety compliance, and proactive client engagement.

You will oversee a high‑performing NZ FM team, coordinate with global and regional stakeholders, and drive continuous improvement across planning, maintenance, and operations.

Qualifications

• 5+ years in Facilities Management (or equivalent).
• Experience leading a facilities management team and client accounts.
• Strong commercial awareness with focus on cost-saving and efficiency.

Responsibilities

• Lead end-to-end delivery of facilities management services for a key client in NZ.
• Oversee budget management, procure-to-pay processes, and cost optimization.
• Ensure service delivery across preventive/reactive maintenance, vendor management, and workplace experience.
• Prepare reports for global, regional and client stakeholders.
• Drive client satisfaction through proactive communication and performance reporting.
• Develop and lead a high-performance NZ FM team, including a direct report.
• Support after-hours emergency response and business continuity.

Skills

Problem solving

Stakeholder management

Communication

Team leadership

Change management

Budget management

Vendor management

Health & safety

Regulatory compliance

Attention to detail

Multi-tasking

Job description

Shaping the future of real estate for a better world!

At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.

We bring to life see a Brighter Way in all that we do by seeking better, smarter, more innovative ways of working. We approach our work in a warmer, more optimistic, and inclusive way.

JLL is a global leader in helping clients envision where people live, work, play, shop, and eat.

What this opportunity involves:

We are seeking an experienced Workplace Experience & Operations Manager to lead the end-to-end delivery of facilities management services for a key client across New Zealand. In this role, you will oversee commercial operations including budget management, procure-to-pay processes, and cost optimization initiatives, while ensuring exceptional service delivery across preventive and reactive maintenance, vendor management, and workplace experience. You will serve as the primary client liaison, driving satisfaction through proactive communication, performance reporting, and continuous improvement. Leading a high-performing FM team, you will foster strong stakeholder relationships while maintaining strict compliance with health and safety standards and regulatory requirements. The role combines strong commercial awareness with operational expertise, supporting effective budget management, financial risk escalation and the delivery of cost-saving and efficiency opportunities without compromising safety or service quality. You will prepare reports for global, regional and client stakeholders while overseeing service delivery across the full operational lifecycle, from planning and preventive maintenance through to reactive works and continuous improvement. This role suits an action-oriented professional with 5+ years in Facilities Management who thrives in fast-paced environments and can balance multiple priorities while maintaining attention to detail. After-hours support may be required to coordinate emergency response and ensure business continuity.

Key Responsibilities include:

Account Management (Commercial/Financial)

• Participate in forecasting and ensure compliance to budget.
• Manage end-to-end procure-to-pay: PO creation, GR/service entry, invoice validation and submission for payment, plus tracking and follow-up to ensure on-time supplier payment.
• Identify, propose, and implement cost saving and efficiency opportunities without compromising risk, safety, or service outcomes.
• Manage and elevate financial risks impacting the account (forecast variances, supplier disputes, unplanned works, etc.).

Operations (Service Delivery)

• Prepare all reports required by Global, Regional, and the client.
• Manage and oversee preventive maintenance, reactive maintenance, and client requests/complaints for the client’s NZ sites.
• Oversee vendor/partner performance and ensure compliance with supply chain approved processes.
• Oversee the workplace experience within the head office environment and support a culture that enhances end-user experience.
• Lead and develop a high-performance NZ FM team (including 1 direct report) using strong day-to-day leadership, coaching, and change management.
• After-hours support may be required to coordinate and respond to emergency incidents (as needed), ensuring timely escalation, supplier mobilisation, and stakeholder communication.
• Understand and oversee projects as required; apply project management fundamentals and best practices.

Client Relationship

• Drive strong client satisfaction through excellent communication, problem solving, and action planning.
• Engage with the client on customer surveys, quarterly KPI’s and other performance platforms to ensure service excellence.
• Maintain an effective communication cadence with key stakeholders; elevate risks and decisions early.

Risk & Compliance

• Ensure the account is compliant with Health & Safety standards, JLL ethics, and regulatory requirements; promote a risk-conscious culture and follow escalation processes.
• Ensure incidents are reported and managed per the client’s and JLL’s requirements; respond quickly and communicate accurately through agreed channels.
• Ensure all team members complete corporate mandatory training.

Sound like you? This is what we’re looking for:

• Strong problem-solving mindset with a practical, calm approach to resolving issues and improving day-to-day service.
• Comfortable managing several priorities at once, staying organised and keeping stakeholders updated as things change.
• Confident communicator who can build positive working relationships and handle challenging conversations professionally.
• Proactive and customer-focused, with a bias for action and a track record of getting things done.
• Resilient and adaptable, able to work well in a fast-moving environment while maintaining attention to detail.
• 5+ years’ experience in Facilities Management (or equivalent).

Benefits:

• Great employee discounts off fitness, wellbeing & other renowned brands
• 18 weeks paid maternity leave
• Private Health Insurance Discounts
• Active Social Club
• Employee assistant program
• Novated Lease for EV cars
• Paid time off for volunteer work
• Career Opportunities with Australia's #1 Commercial Real Estate firm
• Premium offices

What you can expect from us:

As an organization, we don’t just accept that we are a place of many different people, but we embrace it, we celebrate it, and we proactively support the needs that difference brings. JLL is committed to equal opportunity and building an inclusive workplace. This is why, for more than a decade, we continue to rank among the World’s Most Ethical Companies. We support applications from all underrepresented groups, including Aboriginal and Torres Strait Islanders, LGBT+, people with disability and people of all age, religions and race. We are dedicated to offering veterans from all ranks and services a successful civilian career as they transition out of the military. We recognise and appreciate the skills acquired in their service careers as vital and transferable to our workforce.