Workplace Experience Manager

Jones Lang LaSalle Incorporated; Tulsa (OK); On-site; USD 78,000 - 98,000; Full time

Benefits offered by this job

401(k) plan with matching company"s

Medical, Dental & Vision Care

Paid parental leave

Paid Time Off

Daily Pay early access

Job summary

JLL is seeking a Workplace Experience Manager / Office Concierge in Tulsa, OK, to lead 24/7 service delivery, client relations and financial stewardship for onsite facilities. You will manage shifts, vendor contracts, and compliance while coordinating with the regional operations team to uphold service standards and drive continuous improvement.

The role requires 5+ years in facilities management or hospitality, experience leading a team, and strong data-driven decision making.

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

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 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
• Author workplace communications ensuring timely delivery to all shifts
• 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 allocate 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; provide timely status updates to Account Leadership and key stakeholders
• Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord
• 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

Skills

P&L ownership

Budget ownership

Subcontractor management

Shift leadership

MS Office

Education

Bachelor’s degree or equivalent

Tools

CMMS

Space management platforms

MS Office Suite

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.

JLL - Workplace Experience Manager / Office Concierge (M1)

Location: Tulsa, OK 74116

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: $78,000 - $98,000

What this job involves:

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
• Author workplace communications ensuring timely delivery to all shifts

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 allocate 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

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

Location: On-site –Tulsa, OK

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.

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.

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.