Workplace Experience Lead

US AMR-Jones Lang LaSalle Americas, Inc.; San Francisco (CA); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

401(k) plan with matching

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL seeks a Workplace Experience Lead to oversee experience-focused services on the assigned account, developing strategies for soft services, amenity programming, training, and operations to create engaging workplace experiences for employees and guests.

You will manage high-touch services such as reception, food, meetings and events, mail, print, and other amenities, lead remote and on-site teams, build plans and budgets, and drive customer service excellence across the account.

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 fast-paced, matrixed environments.
• Strong analytical and financial aptitude to manage budgets.
• Excellent verbal and written communication skills.

Responsibilities

• Develop experience strategies, programming, and day-to-day FM service delivery coordination.
• Work with Account Leadership to align facilities goals and focus areas.
• Create business plans and budgets to enhance engagement, productivity, and value.
• Manage team performance; design training programs and engage platform teams.
• Set challenging, realistic goals to guide operations and performance.
• Lead operational implementation, programs, tools, and processes across services.
• Build and manage remote teams to meet milestones, budgets, and timelines.
• Develop and implement a customer experience training plan for global delivery.

Skills

Leadership

Budgeting

Communication

Analytical skills

Team management

Education

Bachelor's degree (hospitality/ facilities/ business)

Tools

Microsoft Office Suite

Job description

Workplace Experience Lead

$144,000 - $160,000/yearly Posted 9 Days Ago Full Time Less than 10 Applies

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.

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

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.

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 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.

JLL Privacy Notice

Location:

On-site –Mountain View, CA, San Francisco, CA, Sunnyvale, CA

Personalized benefits that support personal well-being and growth:

• 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

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.

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

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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.

Workplace Experience Lead

Applying to

$144,000 - $160,000/yearly Posted 9 Days Ago Full Time Less than 10 Applies