Workplace Experience Manager

JLL; Andover (MA); On-site; USD 110,000 - 130,000; Full time

Job summary

JLL is seeking a Workplace Experience Manager in Andover, MA, responsible for overseeing and optimizing workplace experiences, managing a team, and ensuring high-quality service delivery. Candidates should have a relevant degree and significant experience in similar roles, with a focus on enhancing employee well-being and engagement.

Benefits

401(k) plan with matching contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary

Paid Time Off and Company Holidays

Qualifications

• Minimum 5+ years relevant work experience required in similar roles.
• Demonstrated ability to provide high customer satisfaction.
• Good judgment in confidential situations and interaction with senior management.

Responsibilities

• Oversee and optimize workplace experiences.
• Supervise day-to-day operations of the Workplace Experience Ambassadors.
• Coordinate site resources, activities, events, and communications.

Skills

Communication

Analytical skills

Interpersonal skills

Attention to detail

Education

Bachelor’s degree in hospitality or related field

Tools

Microsoft Office

Job description

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

Location: Andover, MA

The Workplace Experience Manager will play a pivotal role in overseeing and optimizing workplace experiences at the site while supporting the Workplace team across the organization.

S ite Responsibilities:

• Act as the lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services, with a focus on enhancing the well-being of client employees and guests .

• Supervise day - to - day operations/duties of the Workplace Experience Ambassadors on team.

• Maintain client’s workplace of the future environment, while cultivating a culture that aligns with client’s company values and brand.

• Collaborate with the SMEs to maintain a consistently welcoming and functional Innovation Hub and Customer Briefing Center, ensuring it is always prepared to host customer visits.

• Act as a role model for safety and security procedures.

• Prioritize experience and services for employees and guests .

• Coordinate site resources, activities, events, and communications.

• Maintain and coordinate the site calendar of events.

• Identify opportunities to enhance the workplace experience and create initiatives to streamline processes for client employees.

• Support data collection, analysis, and reporting to align with the client's objectives .

• Liaise with local leaders, vendors, and facility management to ensure seamless office operations.

• In collaboration with facility management, confirm compliance with global and regional sustainability objectives .

• Collaborate with facility management and IT to monitor and maintain facility operation systems such as AV, HVAC, s ecurity cameras, badge system, reservation system and digital signage.

• Conduct routine walkthroughs and assessments of the 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 c lient.

Lead Responsibilities :

• Support t ransform ation to the Workplace t eam of the future .

• Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite v endors .

• Collaborate with HR to proactively manage any performance issues among the team.

• Ensure the team acts in a highly proactive, responsive, dynamic, and agile manner, supporting the goals of the client.

• Support continuous improvement of the Workplace Experience team by contributing to program and process development and deployment.

• Pro-actively develop and manage c lient relationships , ensuring that expected service levels are achieved .

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators .

• Deliver an exceptional quality of service to the c lient, as reflected by c lient feedback .

• Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success .

• Proactively manage the team to deliver surprises and delights .

Qualifications:

• B achelor’s degree in ho spitality or another related field

• Minimum 5+ years relevant work experience required in similar roles

• Excellent verbal and written communication skills

• Proficient in Microsoft Office programs including but not limited to Word, Excel, PowerPoint, and Outlook

• Strong analytical, organization and administration skills

• Demonstrated ability to provide a high level of customer satisfaction

• Strong interpersonal skills

• Possess strong attention to detail, with an ability to work in a fast-paced environment

• Good judgment in confidential situations and proven experience interacting with senior management

Estimated total compensation for this position:

110,000.00 – 130,000.00 USD per year

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

On-site –Andover, MA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!

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

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