Pay: $110000 - $160000 / 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, 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.
