Manager, Client Experience-Facilities & Resolution Centers

JAMS; New York (NY); On-site; USD 90,000 - 140,000; Full time

Job summary

JAMS is looking for a Facilities Manager to sustain high-quality RC facilities, partner with the National Facilities Team, and support design, construction, renovation, and upkeep of Resolution Centers. You will collaborate on budgets, events, room rentals, signage, and facility improvements while ensuring a welcoming environment for clients and panelists.

In this role you will lead on-site operations, support IT/AV needs for hybrid hearings, supervise Client Experience Specialists, and

Qualifications

• Bachelor’s Degree in Business, Hospitality, or related discipline.
• 6-10 years of working in facilities, administration, or client service.
• 1-3 years for internal candidates, proven ability as a Client Experience Specialist or similar position.
• 1-3 years experience in the hospitality industry.
• Great communicator, able to lead a team in different geographical areas.
• Computer literate and proficient in all software programs required for the position.
• Ability to operate video-conferencing software, including function of web meeting rooms.
• Prior experience with multimedia support (screen share, HDMI splitters, multi-monitor displaying).
• Technical expertise to work with Trial Support vendors or Practice Support employees for hybrid hearings.
• Ability to test and troubleshoot technical issues with Remote IT support.
• 20% Occasional travel to other RCs in its assigned region.

Responsibilities

• Manages team performance through regular feedback and performance reviews.
• Creates and leads JAMS standards; manages budgets and onboarding protocols.
• Coordinates with other departments for event planning and on-site logistics.
• Maintains front desk and facilities standards; supports client experience staff.
• Manages complex projects within the region and provides case management to panelists.
• Provides client and panelist technical support for in-person, remote, and hybrid cases.
• Assists management with feedback collection and market trend analysis.
• Supports administrative tasks and on-site coverage as needed.
• Acts as on-site contact for complex room requests; coordinates with IT.
• Oversees Resolution Centers and liaises with building management and vendors.
• Participates in committees on facilities, technology, and client relations.
• Collaborates nationwide to ensure best practices in facilities management.
• Develops and leads Client Experience Forum with Talent Development.
• Performs other duties in scope as assigned.

Skills

Team leadership

Budget management

Event planning

Client experience

IT support

Communication

Video conferencing

Education

Bachelor’s Degree in Business, Hospitality, or related discipline

Tools

Video conferencing software

HDMI splitters

Multi-monitor display

Job description

JAMS is looking for a Facilities Manager to sustain high-quality RC facilities, partner with the National Facilities Team, and support design, construction, renovation, and upkeep of Resolution Centers. You will collaborate on budgets, events, room rentals, signage, and facility improvements while ensuring a welcoming environment for clients and panelists.

In this role you will lead on-site operations, support IT/AV needs for hybrid hearings, supervise Client Experience Specialists, and