Lead Workplace Experience Ambassador

JLL; San Jose (CA); On-site; USD 74,000 - 117,000; Full time

Benefits offered by this job

401(k) plan with matching

Medical, Dental & Vision Coverage

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking a Lead Workplace Experience Ambassador to drive premier client experiences across a select portfolio. You will map journeys, audit spaces, and design improvements while collaborating with partners to elevate service delivery.

Based in San Jose or Raleigh, you will lead a team, manage events, and ensure timely communication. The role emphasizes hospitality, engagement strategies, and continuous program enhancement within a dynamic real estate environment.

Qualifications

• High school diploma or GED required.
• 5+ years in hospitality, customer service, facilities management, or workplace services in corporate settings.
• Proven ability to lead, motivate, and develop high-performing teams.
• Understanding of employee engagement and workplace participation.
• Excellent organizational and time management abilities.
• Exceptional interpersonal and communication skills with all levels.
• Strong problem-solving abilities and sound judgment.
• Proficiency with workplace management systems, MS Office, and visitor management platforms.
• Adept in social media marketing, content creation, and engagement strategies.
• Flexibility for varying shifts including evenings or weekends.

Responsibilities

• Map employee journeys to identify pain points and improvement opportunities.
• Observe workplace patterns and service effectiveness.
• Conduct research via shadowing, interviews and surveys.
• Create user personas to inform service design.
• Translate insights into actionable workplace recommendations.
• Conduct regular workplace audits using standardized tools.
• Evaluate workspace functionality and amenities.
• Walk floors daily to ensure spaces operate properly.
• Develop data-driven solutions and monitor outcomes.
• Collaborate with facility partners to implement improvements.
• Lead improvement plans with clear objectives, timelines and metrics.
• Coordinate HX events and master calendar to maximize participation.
• Deliver exceptional client experiences and maintain SLA-aligned service.
• Support data collection and reporting aligned with client goals.
• Build relationships with employees and guests through visible engagement.
• Respond to requests within one day with personal follow-up.

Skills

Interpersonal skills

Communication

Organization

Time management

Problem solving

Team leadership

Customer service

Flexibility

Education

High school diploma or GED

Bachelor’s degree in hospitality management or related field

Tools

Microsoft Office Suite

Visitor management platforms

Workplace management systems

Social media marketing

Content creation

Engagement strategies

Job description

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

JLL - Lead Workplace Experience Ambassador (P3)

Location: Flexible, ideally San Jose OR Raleigh

Reports to: Global Workplace Experience & Food Lead

Estimated base salary for this position in San Jose: $95,600 - $117,100 & $73,500 - 90,100 in Raleigh

What this job involves:

JLL's Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams. The Lead Experience Services Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Lead Experience Services Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This role is responsible for the implementation of the experience program across multiple client sites and will be assigned to work from a key client location. This client-facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

What your day-to-day will look like:

Journey Mapping & Observational Analysis

• Map employee journeys to identify pain points and improvement opportunities
• Observe workplace patterns including traffic flow and service effectiveness
• Conduct research through shadowing, interviews, and surveys
• Create user personas to inform service design
• Translate insights into actionable workplace recommendations

Site Audits and Solutions

• Conduct regular workplace audits using standardized assessment tools
• Evaluate workspace functionality, amenities, and environmental conditions
• Walk floors daily to ensure spaces operate properly and identify improvements
• Develop data-driven solutions based on findings and user feedback
• Collaborate with facility partners to implement and monitor solutions

Improvement Plans & Best Practices

• Drive continuous improvement through innovation and optimization
• Create improvement plans with clear objectives, timelines, and metrics
• Lead HX Champions to build engagement and adoption
• Research and share best practices across the JLL network
• Facilitate design thinking workshops to generate creative solutions
• Develop programming that maintains community participation

Communication & Master Calendar

• Maintain master calendar of workplace events, initiatives, and key milestones
• Manage internal social platforms and digital channels
• Create engaging content that drives participation and celebrates successes
• Ensure communications align with brand guidelines
• Coordinate with stakeholders to maximize visibility and avoid conflicts

Engagement Events

• Organize and operationalize engagement events with stakeholders
• Design interactive experiences that strengthen culture and connections
• Manage event logistics including vendors, budget, and registration
• Measure success through attendance, feedback, and impact assessments
• Continuously refine programming based on data

Core Service Excellence

• Serve as primary contact for employee inquiries and workplace feedback
• Deliver services consistent with SLAs and professional standards
• Support data collection and reporting aligned with client goals
• Analyze behavior patterns to identify growth opportunities
• Collaborate across business lines to deliver experience services
• Build relationships with employees and guests through visible engagement
• Respond to all requests within one day with personal follow-up
• Identify and elevate potential risks appropriately

Required qualifications:

• High school diploma or GED equivalent
• 5+ years of experience in hospitality, customer service, facilities management, or workplace servicesin corporate workplace services, commercial real estate, or property management environments
• Proven ability to lead, motivate, and develop high-performing teams in fast-paced environments
• Understanding of employee engagement principles and what motivates workplace participation
• Excellent organizational and time management abilities
• Exceptional interpersonal and communication skills with the ability to interact professionally with all organizational levels
• Strong problem-solving abilities and sound judgment in handling complex situations and competing priorities
• Proficiency with workplace management systems, Microsoft Office Suite, and visitor management platforms
• Adept in social media marketing, content creation, and engagement strategies
• Flexibility to work varying shifts including occasional evenings or weekends based on client needs

Preferred qualifications:

• Bachelor's degree in hospitality management, business administration, or related field
• Demonstrated experience implementing workplace experience programs or service improvement initiatives

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

Estimated compensation for this position:

73,500.00 - 117,100.00 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 -Raleigh, NC, San Jose, CA

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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