Workplace Experience Manager

Description

As a Workplace Experience Manager at JLL you will oversee and optimize workplace experiences at assigned sites while supporting the broader Workplace team. You will serve as the lead onsite point of contact for employee inquiries, issue resolution, troubleshooting and feedback, with a focus on enhancing the well‑being of client employees and guests. The role also involves supervising Workplace Experience Ambassadors, maintaining a future‑focused workplace environment, and cultivating a culture that aligns with the client’s values and brand.

The position requires managing onsite operations, safety and security procedures, and coordination of facilities, events and communications. You will drive process improvement initiatives, support data collection and reporting, and ensure compliance with sustainability and environmental standards. Leadership responsibilities include developing the team, fostering teamwork, and creating succession plans, while proactively managing client relationships and exceeding service expectations.

• Act as lead onsite point of contact for client employee inquiries, issue resolution, troubleshooting, and feedback regarding workplace services
• Supervise day-to-day operations and duties of Workplace Experience Ambassadors on team while ensuring exceptional service delivery
• Maintain client's workplace of the future environment while cultivating culture that aligns with client's company values and brand
• Collaborate with SMEs to maintain consistently welcoming and functional Innovation Hub and Customer Briefing Center
• Ensure facilities are always prepared to host customer visits with professional presentation and optimal functionality
• Uphold safety and security procedures while prioritizing employee and guest experience and services
• Coordinate site resources, activities, events, and communications for comprehensive workplace management
• Maintain and coordinate site calendar of events while ensuring seamless execution and stakeholder communication
• Liaise with local leaders, vendors, and facility management to ensure seamless office operations
• Collaborate with facility management and IT to monitor and maintain facility operation systems including AV, HVAC, security cameras, badge system, reservation system, and digital signage
• Identify opportunities to enhance workplace experience and create initiatives to streamline processes for client employees
• Support data collection, analysis, and reporting to align with client's objectives and performance metrics
• Conduct routine walkthroughs and assessments of soft services delivery to ensure compliance with service level agreements
• Monitor policies, regulations, and performance metrics to provide flawless execution and stable service delivery
• Collaborate with facility management to confirm compliance with global and regional sustainability objectives
• Ensure adherence to environmental standards and corporate responsibility initiatives
• Support implementation of sustainable workplace practices and employee engagement programs
• Transform to Workplace Team of the future while developing existing talent and bringing new capabilities into Experience Services team
• Ensure highly proactive, responsive, dynamic, and agile team for optimal client and stakeholder management
• Actively encourage environment that supports teamwork, cooperation, performance excellence, and personal success
• Develop team through performance assessments and training while managing staff workload through correct resourcing
• Develop succession plan for key team members and onsite vendors for comprehensive talent management
• Proactively develop and manage Client relationships ensuring expected service levels are achieved consistently
• Comply with all requirements of Client contract while meeting or exceeding Key Performance Indicators
• Deliver exceptional quality of service to Client as reflected by Client feedback and leadership assessment
• Proactively manage team to deliver surprises and delights that exceed client expectations

Requirements

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 talent, 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, technology, or are looking to apply relevant experience to a new industry, we invite you to join our team.

Required qualifications include a bachelor’s degree in hospitality or a related field (preferred) and at least five years of relevant experience in workplace or hospitality management. Candidates must demonstrate strong verbal and written communication, proficiency with Microsoft Office, analytical and organizational abilities, and interpersonal skills for relationship building and team leadership. Attention to detail, good judgment in confidential situations, multitasking capability, and a professional demeanor representing the client brand are also essential.

Preferred qualifications include experience with workplace technology systems such as reservation platforms, digital signage, and facility management tools, as well as a background in corporate real estate or integrated facility management. Knowledge of sustainability practices, workplace wellness programs, and relevant certifications in hospitality or facility management are advantageous. Experience in event planning and corporate communications is also valued.

• Bachelor's degree in hospitality or related field preferred
• Minimum 5 years relevant work experience required in similar workplace experience or hospitality management roles
• Demonstrated ability to provide high level of customer satisfaction in professional service environment
• Excellent verbal and written communication skills for effective client and team interaction
• Proficient in Microsoft Office programs including Word, Excel, PowerPoint, and Outlook
• Strong analytical, organization, and administration skills for comprehensive workplace management
• Strong interpersonal skills for effective relationship building and team leadership
• Strong attention to detail with ability to work in fast-paced environment while maintaining quality standards
• Good judgment in confidential situations and proven experience interacting with senior management
• Ability to multitask effectively while maintaining focus on client experience and service delivery
• Professional demeanor with capability to represent client brand and company values
• Experience with workplace technology systems including reservation platforms, digital signage, and facility management systems
• Background in corporate real estate services or integrated facility management
• Knowledge of sustainability practices and workplace wellness programs
• Certification in hospitality management, facility management, or related professional credentials
• Experience with event planning and corporate communications
• Ability to conduct routine facility walkthroughs and assessments
• Capability to respond to client needs and emergency situations in timely manner
• Flexibility to work outside regular business hours for events and special client requirements

Benefits

The role is onsite in locations such as Andover, MA; Boston, MA; Carrollton, TX; Foxborough, MA; Franklin, TN; and Morrisville, NC, with a salary range of $110,000–$134,640 per year. Benefits include a 401(k) plan with matching contributions, comprehensive medical, dental and vision coverage, paid parental leave at 100% salary, paid time off and company holidays, and early access to earned wages through Daily Pay. JLL is an equal‑opportunity employer that provides reasonable accommodations for individuals with disabilities and complies with applicable state and local fair‑chance hiring ordinances.

• 401(k) plan with matching company contributions
• Comprehensive medical, dental and vision care
• Paid parental leave at 100% of salary
• Paid time off and company holidays
• Early access to earned wages through Daily Pay

Training + Development

Interview process

Visa Sponsorship

Security clearance