Workplace Experience Soft Services Manager

JLL; Raleigh (NC); Remote; USD 110,000 - 160,000; Full time

Job summary

Join a forward-thinking company as a Workplace Experience Soft Services Manager, where you will shape the future of workplace amenities. This exciting role involves planning and directing services for Electric Vehicle initiatives, reception, and mail operations, while ensuring operational excellence. Collaborate with senior leaders to define strategies that drive client objectives and enhance workplace experiences. You will lead a team, analyze financial data, and communicate findings to stakeholders. If you thrive in dynamic environments and are passionate about creating memorable experiences, this opportunity is for you.

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

• 10+ years in hospitality or soft services management required.
• Strong background in leadership and customer service.

Responsibilities

• Plan and direct Experience Service amenities for workplace operations.
• Oversee campus operations and ensure KPI achievement.

Skills

Hospitality Management

Soft Services Management

Client Relationship Management

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Master's Degree (preferred)

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 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.

Pay: $110000 - $160000 / year + annual target bonus

Location: Remote

Travel: as needed; likelyaround 25%

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

Job Summary
Working as the Workplace Experience Soft Services Manager, you will be responsible for planning and directing Experience Service amenities for Electric Vehicle (EV), Commuter Incentives, Reception Services, Mail & Shipping operations and team within the assigned region to support the KPIs/deliverables. You will also assess and help guide current and future workplace amenities operations and work to continuously ensure the organization is delivering operational excellence within your assigned capabilities, while also identifying innovative and creative services and solutions to expand on client requirements for any Workplace Experience request, working closely with internal and external partners to develop solutions and analyze ROI. This position will be responsible for determining the overall strategy, priorities, and direction for Soft Services operations within the Americas based on key client stakeholder input and the Global HX Strategy. The ideal candidate is comfortable with change, taking measured risk, and influencing decision-making.

Key Responsibilities

• Define and support program strategy, scope, goals, and deliverables that drive client’s objectives in collaboration with senior leaders, team members, and field operations.

• Oversee a team who leads campus operations and implement scalable processes and procedures to support the different workplace programs, including management of Operations, Business Performance, Guest Experience, and Vendor Relations to ensure meeting and/or exceeding KPI’s and positive customer sentiment for the Soft Services programs.
• Support adoption of and train team on KPIs to assess performance, operational effectiveness, and value of soft services programs.
• Analyze and assess financial statement data to inform planning and decision making.
• Create and communicate client-facing presentations on findings, business impacts, and recommendations for ad hoc Workplace Experience requests, stemming from internal team ideas or client requests.
• Document and analyze information and processes to solve critical business issues.
• Conducts Team meetings with Regional Team Members and applicable FM partners to discuss current objectives. Prepares agendas and conducts training sessions and presentations on issues regarding quality, safety, and customer experience.
• Proactively communicate project details across all levels of the organization and across multiple departments in a clear and concise manner.
• Completes all daily, weekly, or monthly reports as outlined in the corporate policy and procedures on a timely basis meeting all prescribed deadlines.
• Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact.

Knowledge, Skills & Abilities

• 10+ years progressive experience in hospitality or soft services management.
• Experience with managing commercial electric vehicle (EV) chargers a plus
• Ability to work with clients at all levels of an organization
• Work with third-party vendors partners.
• Strong background in a leadership role with exposure to contract management, customer service, people development.
• Exhibits strong communication, presentation and listening skills.
• Exhibits initiative, responsibility, flexibility, and leadership.
• Must have strong analytical skills.
• Proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint, and Outlook.

Estimated total compensation for this position:

132,120.00 – 191,520.00 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:

Remote –Atlanta, GA, Dallas, TX, Raleigh, NC

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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