Workplace Experience Manager

Jones Lang LaSalle Incorporated; Richardson (TX); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

401(k) plan with matching

Medical, Dental & Vision Care

Paid parental leave

Paid Time Off and Holidays

Daily Pay

Job summary

JLL is seeking a Workplace Experience Manager / Office Concierge to lead a 1,000-person state-of-the-art facility in Richardson/Dallas area. You will own 24/7 service delivery, direct on-site teams, manage vendors and drive continuous improvement to meet client expectations across shifts and events.

Required are 5+ years in workplace experience or facilities/hospitality with leadership exposure, plus budget ownership and strong communication skills.

Qualifications

• 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team.
• Demonstrated P&L or budget ownership with delegated spend authority.
• Experience managing subcontractors including sourcing, scorecarding and corrective action.
• Experience in 24/7 or multi-shift operations.
• Working knowledge of lease structures and landlord obligations.
• Exceptional customer service and professional communication at all levels.
• Proficiency in MS Office, CMMS and space management platforms.

Responsibilities

• Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services.
• Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves.
• Lead JLL and subcontracted teams: manage rosters, coverage, performance and development.
• Design 24/7 coverage model and close gaps before they impact service.
• Set and audit shift handover standards for seamless continuity.
• Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management.
• Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps.
• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace.
• Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews.
• Represent JLL in performance discussions and own response to dissatisfaction.
• Anticipate leadership needs; host executive visits and interface with executive assistants.
• Build annual budget, own monthly forecast and write variance narratives.
• Hold delegated spend authority; approve invoices and emergency spend.
• Source, negotiate and award subcontracted services within authority.
• Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements.
• Run vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformers.
• Identify and validate savings and cost avoidance.
• Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and elevate as needed.
• Leased sites: administer after-hours costs and review annual expense reconciliations.
• Owned sites: own asset assessments, capital plans and lifecycle recommendations.
• Own compliance register and elevate unresolved risks.
• Own shift seat strategy, sharing ratios and conflict resolution.
• Manage shift-balanced engagement calendar ensuring equal service across all shifts.
• Diagnose experience issues from data, design interventions and measure results.
• Manage conference room support: setup, AV, catering, supplies and cleanup.
• Inventory and stock kitchen/office supplies; manage vendor relationships.
• Establish and curate wellness programs such as pop-up clinics and wellness room utilization.
• Elevate office community standards by designing programs and fostering collaboration across multiple business units.
• Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses.

Skills

Workplace experience

Team leadership

Budget ownership

Subcontractor management

24/7 operations

Lease knowledge

Data analysis

Customer service

MS Office

CMMS

Education

Bachelor’s Degree in related field

Tools

CMMS

Space management platforms

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 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.

Position

JLL - Workplace Experience Manager / Office Concierge (M1)

Location

Richardson, TX 75082 and Dallas, TX

Work Schedule

Onsite, M-F 8 - 5 PM + on-call

Reports to

Regional Operations Director

Direct Reports

Facilities Coordinators, on-site experience team; functional oversight of subcontractors

Estimated base salary range

$85,000 - $105,000

What this job involves:

As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellence—a 1,000-person state of the art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events. At this critical facility a service failure at 03:00 impacts the client’s business operations not just goodwill.

What your day-to-day will look like:

• Site Leadership & Accountability

  Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services. Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves. Lead JLL and subcontracted teams: manage rosters, coverage, performance and development. Design 24/7 coverage model and close gaps before they impact service. Set and audit shift handover standards for seamless continuity. Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management. Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps.

• Client Relationship & Governance

  Serve as the initial point of contact for all 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. Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews. Represent JLL in performance discussions and own response to dissatisfaction. Anticipate leadership needs; host executive visits and interface with executive assistants.

• Commercial & Financial Ownership

  Build annual budget, own monthly forecast and write variance narratives. Hold delegated spend authority; approve invoices and emergency spend. Source, negotiate and award subcontracted services within authority. Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements. Run vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformers. Identify and validate savings and cost avoidance.

• Landlord & Asset Stewardship

  Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and elevate as needed. Leased sites: administer after-hours costs and review annual expense reconciliations. Owned sites: own asset assessments, capital plans and lifecycle recommendations. Own compliance register and elevate unresolved risks.

• Workplace Experience

  Own shift seat strategy, sharing ratios and conflict resolution. Manage shift-balanced engagement calendar ensuring equal service across all shifts. Diagnose experience issues from data, design interventions and measure results. Manage conference room support: setup, AV, catering, supplies and cleanup. Inventory and stock kitchen/office supplies; manage vendor relationships. Establish and curate wellness programs such as pop-up clinics and wellness room utilization. Elevate office community standards by designing programs and fostering collaboration across multiple business units.

• Risk, Safety & Continuity

  Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders. Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord.

• Data, Insight & Improvement

  Interpret data, perform root cause analysis and link facility performance to call-handling impact. Present actionable insights and recommendations to leadership. Own continuous improvement pipeline and track results. Represent JLL in audits and own corrective action plans. Submit and track work orders; coordinate preventative maintenance.

Required Qualifications:

• High School diploma or equivalent
• 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site
• Demonstrated P&L or budget ownership with delegated spend authority
• Experience managing subcontractors including sourcing, score carding and corrective action
• Experience in 24/7 or multi-shift operations
• Working knowledge of lease structures and landlord obligations
• Fluency in operational data: dashboard to root cause to recommendation independently
• Exceptional customer service and professional communication at all levels
• Proficiency in MS Office Suite, CMMS and space management platforms
• Composure under pressure; ability to take incident command with incomplete information
• Strong organizational skills, independent judgment and professional demeanor

Preferred Qualifications:

• Bachelor’s Degree in a related area or equivalent combination of education and experience.
• Experience with work order systems, vendor coordination and facility operations
• Knowledge of invoice processing and accounts payable
• Experience with onboarding processes or emergency preparedness/incident command
• Background in hospitality or workplace services in corporate/mission-critical environments

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.

• 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.

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.