Soft Services Manager

JLL; Santa Clara (CA); On-site; USD 107,000 - 134,000; Full time

Benefits offered by this job

401(k) match

Medical/Dental/Vision

Parental leave

PTO & holidays

Daily Pay

Job summary

JLL is seeking a Senior Facilities Lead to oversee soft services, facilities management, and workplace experience programs for the Santa Clara account. You will drive service delivery excellence, collaborate with regional directors, and implement cost-saving initiatives while maintaining high staff and guest satisfaction.

Ideal candidates bring extensive facilities/industry experience, strong customer service orientation, and the ability to lead cross-functional teams in a fast-paced environment

Qualifications

• High school diploma or equivalent.
• Minimum of seven years of facilities, retail, or hospitality industry experience.
• Knowledge of real estate, facilities soft services, and hospitality services.
• MS Office (Word, Excel, PowerPoint) and ability to learn PC/web-based applications.
• Strong teamwork and customer service orientation.
• Self-motivated, high energy in a fast-paced environment.

Responsibilities

• Consult with the Soft Services Director and Regional Facilities Directors on service delivery program development and execution.
• Collaborate with account team to ensure excellence in service delivery and high customer satisfaction across office services, reception/guest services, meeting services, mailroom, vendors, and facilities services.
• Support implementation of short and long-term client projects and ensure compliance with policies and audit standards.
• Explore and recommend innovative programs, processes, and procedures to reduce costs and improve workplace experiences.
• Foster continuous improvement by leveraging internal/external resources to enhance the workplace experience program.

Skills

Facilities experience

Customer service

Teamwork

Self-motivation

Education

Bachelor's degree or equivalent in FM or Hospitality

Tools

MS Office

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.

What this job involves

This position supports the Soft Services Director and Regional Facilities Directors in delivering comprehensive facilities and experience-focused services for the account team, encompassing soft services, facilities management, customer experience training, and overall operations. The Soft Services Lead assesses, recommends, and implements service offerings that positively impact workplace experiences for the client’s employees and guests. This role involves collaborating on program development, reviewing operational performance, ensuring compliance with policies and audit standards, and driving continuous improvement through innovative processes that enhance service delivery while reducing operating costs.

Your day-to-day tasks will include:

• Consulting and collaborating with the Soft Services Director and Regional Facilities Directors on service delivery program development and execution while reviewing operations, staffing, performance, and development of the Facility/Workplace Experience program
• Working with all levels of the account team to ensure excellence in service delivery and high customer satisfaction across office services, reception/guest services, meeting services, mailroom, vendors, and facilities services
• Supporting the Soft Services Director and Regional Facilities Managers in implementing short and long-term projects for the client while assisting in ensuring compliance with client and company policies and minimum audit standards
• Exploring and recommending innovative programs, processes, and procedures to reduce short and long-term operating costs, increase productivity, and improve client and guest workplace experiences
• Engaging in a culture of continuous improvement and innovation by leveraging available internal and external resources to bring ideas, best practices, and tools to enhance the workplace experience program

Required Qualifications:

• High school diploma or equivalent
• Minimum of seven years of facilities, retail, or hospitality industry experience
• Knowledge of real estate, facilities soft services, and hospitality services
• Computer proficiency with MS Office (Word, Excel, PowerPoint) and ability to learn PC and web-based applications
• Strong belief in customer service and professionalism with a strong sense of teamwork
• Self-motivated, self-starter qualities with high energy who thrives in a fast-paced environment and embraces challenges

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience in Facilities Management or Hospitality Management
• Experience with workplace experience program development and implementation
• Familiarity with vendor management and coordination
• Knowledge of facilities management best practices and industry trends
• Experience in implementing customer experience training programs
• Background in operational performance assessment and improvement initiatives
• Understanding of compliance standards and audit processes in facilities management
• Experience with change management and continuous improvement methodologies

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

Estimated compensation for this position:

107,200.00 – 134,000.00 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 –Santa Clara, 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

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