Senior Workplace Experience Ambassador

Jones Lang LaSalle Incorporated; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) with match

Medical/Dental/Vision

Parental leave

Paid time off

Daily Pay

Job summary

Jones Lang LaSalle (JLL) in Charlotte, NC is seeking a Senior Workplace Experience Ambassador to deliver exceptional client experiences through proactive engagement and high-touch service. You will partner with clients, service partners, and teammates to create a hospitality-focused workplace and elevate daily operations.

The role emphasizes leadership of Ambassadors, day-to-day operations, and program development to improve workplace experience and client satisfaction.

Qualifications

• Bachelor’s degree or equivalent with 5+ years in hospitality, facilities, or real estate operations.
• Strong customer service philosophy and guest-focused mindset.
• Proven ability to lead and coach a team in a fast-paced environment.

Responsibilities

• Serve as on-site Experience Services contact for client employees and guests.
• Develop programs to reduce friction and elevate workplace experience.
• Ensure services align with SLAs, brand standards, and local regulations.
• Lead and mentor Ambassadors, manage onboarding, scheduling, and coaching.
• Support events, vendor relationships, and continuous improvement initiatives.

Skills

Customer service

Hospitality

Communication

Team leadership

Operations

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Teams

Excel

PowerPoint

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 people and empowering them to thrive, 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.

Senior Workplace Experience Ambassador

The Sr. Workplace 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 Sr 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 client-facing role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality-focused workplace environment.

Key Responsibilities

• Serve as an on-site Experience Services contact for client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of client employees and guests
• Recognize opportunities in the workplace experience and create programming to reduce friction for clients’ employees
• Ensure Experience/Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image, and compliant with applicable local laws, rules, and regulations
• Equip and inspire a team of Ambassadors to consistently deliver high-touch customer service by fostering a positive work culture and strong team dynamic
• Leadership responsibilities include, but are not limited to, functions such as onboarding, timekeeping, delegating, scheduling, coaching, and teambuilding
• Empowered to make operational adjustments as necessary, develops and documents standard operating procedures, and updates playbook accordingly
• Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy
• Supports data collection, analysis, and reporting to ensure alignment with the clients’ goals and objectives
• Achieve and exceed goals, including performance goals, team goals, and the client’s goals and objectives
• Carries a culture card as a tangible representation of values, standards, and principles to ensure memorable experiences
• Strive to continually improve Experience Service performance
• Ensuring Exceptional Service Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams
• Builds meaningful, lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations
• Visibly engaged and well-known in the workplace
• Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies, and regulations, and performance metrics to provide flawless execution and stable service delivery for the client
• Receives and responds to all requests or issues within a specific period of time, including a personal follow-up to client employees to ensure timely responses to questions/requests
• Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.)
• Assistance and flexibility with client events and catering as needed to ensure flawless delivery
• Serve as training center concierge for internal/external events
• Assists with third-party vendor relationships and service partners to provide maximum service delivery
• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re‑engineering, and other ideas that provide service delivery efficiencies
• Identify potential risks and escalated, as appropriate, to ensure no privacy breach, security incident, or disruption to the client’s operations occurs
• Provide operational excellence through administrative support, as well as work order management
• Perform additional job duties, as requested

Requirements

• Bachelor’s degree or equivalent 5+ years of prior relevant experience in hospitality, facility/property management, building operations, and/or knowledge of commercial real estate, preferred
• Ability to quickly adapt to new devices, technology, and applications
• Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)

Schedule: Monday - Friday 8 a.m. - 5 p.m.

Location: On-site –Charlotte, NC

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

Benefits

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.

• 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

Equal Employment Opportunity

Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Accommodation Statement

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us.