Onsite 24/7 Workplace Experience Leader

Jones Lang LaSalle Incorporated; Tulsa (OK); On-site; USD 78,000 - 98,000; Full time

Benefits offered by this job

401(k) plan with matching company"s

Medical, Dental & Vision Care

Paid parental leave

Paid Time Off

Daily Pay early access

Job summary

JLL is seeking a Workplace Experience Manager / Office Concierge in Tulsa, OK, to lead 24/7 service delivery, client relations and financial stewardship for onsite facilities. You will manage shifts, vendor contracts, and compliance while coordinating with the regional operations team to uphold service standards and drive continuous improvement.

The role requires 5+ years in facilities management or hospitality, experience leading a team, and strong data-driven decision making.

Qualifications

• High School diploma or equivalent
• 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site
• Demonstrated P&L or budget ownership with delegated spend authority
• Experience managing subcontractors including sourcing, score carding and corrective action
• Experience in 24/7 or multi-shift operations
• Working knowledge of lease structures and landlord obligations
• Fluency in operational data: dashboard to root cause to recommendation independently
• Exceptional customer service and professional communication at all levels
• Proficiency in MS Office Suite, CMMS and space management platforms
• Composure under pressure; ability to take incident command with incomplete information
• Strong organizational skills, independent judgment and professional demeanor

Responsibilities

• Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services
• Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves
• Lead JLL and subcontracted teams: manage rosters, coverage, performance and development
• Design 24/7 coverage model and close gaps before they impact service
• Set and audit shift handover standards for seamless continuity
• Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management
• Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps
• Serve as the initial point of contact for Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace
• Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews
• Represent JLL in performance discussions and own response to dissatisfaction
• Anticipate leadership needs; host executive visits and interface with executive assistants
• Author workplace communications ensuring timely delivery to all shifts
• Build annual budget, own monthly forecast and write variance narratives
• Hold delegated spend authority; approve invoices and emergency spend
• Source, negotiate and award subcontracted services within authority
• Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements
• Run vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformers
• Identify and validate savings and cost avoidance
• Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and allocate as needed
• Leased sites: administer after-hours costs and review annual expense reconciliations
• Owned sites: own asset assessments, capital plans and lifecycle recommendations
• Own compliance register and elevate unresolved risks
• Own shift seat strategy, sharing ratios and conflict resolution
• Manage shift-balanced engagement calendar ensuring equal service across all shifts
• Diagnose experience issues from data, design interventions and measure results
• Manage conference room support: setup, AV, catering, supplies and cleanup
• Inventory and stock kitchen/office supplies; manage vendor relationships
• Establish and curate wellness programs such as pop-up clinics and wellness room utilization
• Elevate office community standards by designing programs and fostering collaboration across multiple business units
• Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders
• Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord
• Interpret data, perform root cause analysis and link facility performance to call-handling impact
• Present actionable insights and recommendations to leadership
• Own continuous improvement pipeline and track results
• Represent JLL in audits and own corrective action plans
• Submit and track work orders; coordinate preventative maintenance

Skills

P&L ownership

Budget ownership

Subcontractor management

Shift leadership

MS Office

Education

Bachelor’s degree or equivalent

Tools

CMMS

Space management platforms

MS Office Suite

Job description

JLL is seeking a Workplace Experience Manager / Office Concierge in Tulsa, OK, to lead 24/7 service delivery, client relations and financial stewardship for onsite facilities. You will manage shifts, vendor contracts, and compliance while coordinating with the regional operations team to uphold service standards and drive continuous improvement.

The role requires 5+ years in facilities management or hospitality, experience leading a team, and strong data-driven decision making.