Workplace Experience Soft Services Manager

JLL; Atlanta (GA); Remote; USD 110,000 - 160,000; Full time

Job summary

An established industry player is seeking a Workplace Experience Soft Services Manager to enhance client experiences through innovative service management. This remote role involves overseeing soft services operations, including Electric Vehicle management and vendor relations, while ensuring operational excellence. The ideal candidate will have a strong background in hospitality management, excellent leadership skills, and the ability to collaborate effectively with clients at all levels. Join a dynamic team dedicated to setting the standard for superior workplace experiences and make a significant impact in the real estate sector.

Qualifications

• 10+ years of experience in hospitality or soft services management.
• Strong leadership background with contract management and customer service.

Responsibilities

• Plan and direct Experience Service amenities and manage operations.
• Analyze financial data and create client-facing reports on findings.

Skills

Hospitality Management

Soft Services Management

Leadership Skills

Communication Skills

Analytical Skills

Tools

Microsoft Office Suite

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 find a place where they belong. Whether you have 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.

Pay: $110,000 - $160,000 / year + annual target bonus

Location: Remote

Travel: as needed; likely around 25%

JLL Workplace Experience team members are “experts who create value through lasting partnerships.” At JLL, our goal is to provide workplace experiences that are memorable for our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

As the Workplace Experience Soft Services Manager, you will be responsible for planning and directing Experience Service amenities, including Electric Vehicle (EV) management, Commuter Incentives, Reception Services, Mail & Shipping operations within your region. You will assess and guide current and future workplace amenities operations, ensuring operational excellence, and identifying innovative services to expand client requirements. Working closely with internal and external partners, you will develop solutions and analyze ROI. This role involves setting the overall strategy, priorities, and direction for Soft Services operations within the Americas, based on client input and the Global HX Strategy. The ideal candidate is adaptable to change, willing to take measured risks, and capable of influencing decision-making.

Key Responsibilities

1. Define and support program strategy, scope, goals, and deliverables aligned with client objectives, collaborating with senior leaders and teams.
2. Oversee campus operations, implementing scalable processes for workplace programs, including management of Operations, Business Performance, Guest Experience, and Vendor Relations to meet or exceed KPIs and ensure positive customer sentiment.
3. Support the adoption of KPIs, training teams to assess performance and operational effectiveness.
4. Analyze financial data to inform planning and decision-making.
5. Create and present client-facing reports on findings, impacts, and recommendations for Workplace Experience requests.
6. Document processes and conduct analyses to solve business issues.
7. Lead team meetings, discuss objectives, and conduct training on quality, safety, and customer experience issues.
8. Communicate project details clearly across organization levels and departments.
9. Complete reports as per policy and deadlines.
10. Maintain high customer service standards at all contact points.

Knowledge, Skills & Abilities

• 10+ years of progressive experience in hospitality or soft services management.
• Experience managing commercial electric vehicle (EV) chargers is a plus.
• Ability to work effectively with clients at all organizational levels.
• Experience working with third-party vendors.
• Strong leadership background, including contract management, customer service, and people development.
• Excellent communication, presentation, and listening skills.
• Initiative, responsibility, flexibility, and leadership qualities.
• Strong analytical skills.
• Proficiency in Microsoft Office Suite.

Estimated Total Compensation: $132,120 – $191,520 USD per year. Compensation is an estimate, not guaranteed, and depends on various factors including experience, location, and internal equity.

Locations: Remote – Atlanta, GA; Dallas, TX; Raleigh, NC

If this role resonates with you, we encourage you to apply, even if you don’t meet all requirements. We are interested in your potential and what you bring to the table!