Workplace Experience Manager

Jones Lang LaSalle Americas, Inc.

Director managing Workplace Experience Services including soft services and customer experience training for JLL's marquee clients across New York locations. Focused on enhancing employee engagement and productivity while delivering superior client service.

Posted 6/5/2026full-timeNew York City • New Jersey, New York • 🇺🇸 United StatesSeniorLead💰 $152,000 - $162,000 per yearWebsite

About the role

Key responsibilities & impact

Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL.
Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services.
Develops and implements a customer experience training plan that enables exceptional service delivery across the account globally.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Anticipation and response to needs and concerns of multiple clients.
Monitors and manages 3rd party vendor performance related to soft services delivery.
Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.

Requirements

What you’ll need

Bachelor’s degree
10+ years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred.
Exceptional customer service skills with a passion for hospitality.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.
Strong analytical/financial aptitude.
Ability to gather data, assess situations and quickly develop solutions.
Highly collaborative with strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access).

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer experience trainingoperational implementationprogram developmentprocess re-engineeringdata assessmentsolution developmentvendor performance managementrisk identificationKPI managementbusiness intelligence

Soft Skills

customer serviceleadershipcollaborationinterpersonal skillscommunicationanalytical aptitudeproblem-solvingprioritizationinnovationcontinuous improvement