Head of Workplace Experience & Service Strategy

JLL; Charlotte (NC); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

401(k) plan with matching

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking a Workplace Experience Director/Lead to oversee all experience-focused services on the account, shaping a comprehensive strategy for soft services, amenities, training, and operations. This role manages reception, on-site fitness, food services, meetings, mail and other high-touch services, ensuring excellent client outcomes.

Responsibilities include leading a team, developing business plans, tracking KPIs, and maintaining stakeholder relationships.

Qualifications

• Bachelor's degree in hospitality or related field per job requirements.
• 10+ years in Soft Services, Facility Management or Operations, preferably in real estate or hospitality.
• Proven leadership to manage multiple priorities in a fast-paced, matrixed environment.
• Strong integrity, judgement and financial acumen.
• Excellent written and verbal communication and collaboration skills.

Responsibilities

• Collaborate with account leadership and client stakeholders to align on workplace experience vision.
• Develop and implement business plans with goals, timelines, resources and steps.
• Execute and monitor the business plan with cross-functional teams and governance.
• Monitor KPIs, analyze data and adjust strategies for improved outcomes.
• Manage Experience Services operations and optimize processes across the account.
• Lead relationships with vendors, service providers and consultants.
• Stay informed on industry trends to drive service enhancements.
• Develop budgets and control expenses per financial guidelines.
• Coach and mentor a team of workplace professionals globally.
• Implement customer experience and upskilling training programs.

Skills

Leadership

Project management

Budgeting

Client relationship

Strategic planning

Communication

Education

Bachelor's degree in hospitality or related field

Tools

Microsoft Office Suite

Job description

JLL is seeking a Workplace Experience Director/Lead to oversee all experience-focused services on the account, shaping a comprehensive strategy for soft services, amenities, training, and operations. This role manages reception, on-site fitness, food services, meetings, mail and other high-touch services, ensuring excellent client outcomes.

Responsibilities include leading a team, developing business plans, tracking KPIs, and maintaining stakeholder relationships.