Workplace Experience Lead

JLL; Mountain View (CA); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

401(k) plan with matching company</br>

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off and Holidays

Early access to earned wages via Daily

Job summary

JLL in Mountain View, CA is seeking a Workplace Experience Lead to shape engaging workplace experiences across reception, amenities, meetings and events. You will develop and implement experience strategies, train teams, and coordinate facilities services to support employees and guests at a major accounts.

This role requires a 10+ year track record in soft services or facilities, strong leadership, financial acumen, and excellent communication.

Qualifications

• Bachelor's degree in hospitality, business administration, facility management, or related field.
• 10+ years in Soft Services, Facility Management, Operations, CRE, or hospitality.
• Proven leadership in multi-priority, fast-paced environments.
• Strong analytical and financial aptitude with budget proficiency.
• Excellent verbal and written communication across all levels.

Responsibilities

• Develops experience strategies and oversees FM service delivery.
• Works with Account Leadership and Client to align goals for Facilities on the account.
• Creates business plans and budgets to boost engagement, productivity, and value.
• Leads and trains teams, coordinating with JLL Platform teams for support.
• Sets ambitious, realistic goals to guide operations and performance.
• Manages account implementation, programs, tools and processes across services.
• Builds and manages remote teams to achieve milestones, budgets and timelines.
• Develops and implements customer experience training for global delivery.

Skills

Leadership

Budgeting

Communication

Analytical thinking

Customer experience

Education

Bachelor's degree in Hospitality / Facility Management

Tools

Microsoft 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

The Workplace Experience Lead provides superior client service while overseeing all aspects of experience-focused services on assigned account. This role develops and implements comprehensive strategies for soft services, amenity programming, customer experience training, and operations that create engaging workplace experiences. By managing high-touch employee services such as reception, food services, meetings & events, mail, print, and other amenities, this position directly influences how the client's organization is perceived and valued by both employees and guests.

Your day-to-day tasks will include:

• Responsible for developing experience strategies, programming, and day to day FM service delivery coordination in support of our client's employees and guests. Service delivery coordination may include, but is not limited to, FM, reception, amenities, mail, print, communications and other account support services.
• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Facilities on the account.
• Develops comprehensive business plans and budget that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL.
• Management of team and performance; creation of training programs for teams, including engaging JLL Platform teams for support.
• Establishes challenging, realistic, and obtainable goals to guide operation and performance.
• Manages the operational implementation on the account, developing programs, tools and processes while integrating the underlying services.
• Excels at building and managing teams remotely, while achieving project objectives (e.g., milestones, communications, budgets, and timelines).
• Develops and implements customer experience training plan that enables exceptional service delivery across the account globally.

Required Qualifications:

• Bachelor's degree in hospitality, business administration, facility management, or related field.
• 10+ years of experience in Soft Services, Facility Management, Operations, commercial real estate, or hospitality industry.
• Proven leadership skills with demonstrated ability to manage multiple priorities and deliver results in fast-paced, heavily matrixed environments.
• Strong analytical and financial aptitude with ability to develop and monitor workplace budgets and ensure cost-effective solutions.
• Excellent verbal and written communication skills with ability to communicate professionally across all organizational levels.

Preferred Qualifications:

• Track record of initiative, integrity, and sound judgment in decision-making and problem-solving situations.
• Strong ability to gather data, assess situations quickly, and develop effective solutions in dynamic environments.
• Highly collaborative interpersonal skills with demonstrated success building positive relationships with team members, colleagues, and stakeholders.
• Experience developing and implementing customer service training programs and upskilling initiatives.
• Proficient skills in Microsoft Office Suite including Excel, Word, PowerPoint, Visio, Outlook, and Access.
• Knowledge of industry trends, emerging technologies, and best practices in workplace experience and facility management.
• Experience establishing and maintaining vendor relationships and managing service level agreements.

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

Estimated compensation for this position:

144,000.00 - 160,000.00 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 -Mountain View, CA, San Francisco, CA, Sunnyvale, 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're pursuing.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

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

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. 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 at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.