Strategic Influence & Global Platform Contribution: Influence decisions and shape strategic priorities through leadership participation, actively contribute to JLL's global Experience Services platform by sharing best practices, and implement new ideas, tools, and methodologies across the organization
Cross-Functional Collaboration & Integration: Collaborate with Occupancy Planning, Facilities, Project Management, Workplace Programs, and broader JLL/Client partners for integrated service delivery while representing Human Experience team in client discussions and leadership forums
Technology & Innovation Integration: Identify and implement emerging technologies and tools that enhance hospitality, efficiency, and service personalization while driving tech-enabled operational enhancements to streamline operations and elevate employee/visitor experiences
Team Leadership & Performance Management: Lead and develop high-performing service teams inspiring accountability and exceptional service, set clear goals and performance expectations aligned to business priorities, manage recruitment through performance management including addressing marginal performance, and foster innovation-driven culture
Hospitality & Customer Experience Management: Champion service excellence principles fostering community and welcoming culture, ensure personalized concierge-style journeys reflecting client brand and values, anticipate needs and address escalations proactively, and develop service recovery practices and feedback loops with KPIs
Operational Excellence & Service Delivery: Lead day-to-day operations for guest services, transportation, and soft services ensuring seamless delivery, develop and govern operational SOPs for consistency and risk mitigation, and manage financial/vendor spending while balancing service quality with cost discipline
Training & Development Excellence: Ensure comprehensive customer experience training reinforcing hospitality, empathy, and brand-aligned service behaviors, guarantee all team members are trained in policies, systems, and client expectations, and provide ongoing coaching and development planning
Requirements
10+ years
google workspace
microsoft office
bachelor's degree
emotional intelligence
financial acumen
10+ years prior experience in Soft Services, Hospitality, Operations, Supply Chain, or similar disciplines within commercial real estate.
Proven capability to drive change, lead complex problem-solving, and influence stakeholders at all levels.
Strong analytical and financial acumen, with the ability to assess data, forecast needs, and build business cases.
High emotional intelligence, judgment, and integrity.
A bachelors degree or higher
Proficiency in Google Workspace and/or Microsoft Office Suite.
Exceptional communication skills and the ability to manage escalations with professionalism.
Experience Strategy & Thought Leadership: Partner with Client and Account Leadership to set strategic direction for Human Experience Operations, serve as strategic advisor bringing insights and innovations, translate experience goals into actionable roadmaps and program enhancements, and leverage data analytics to identify opportunities and drive continuous improvement
Demonstrated ability to lead operational teams in a fast-paced, matrixed environment.
Ability to travel up to 20%.
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
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Company
Overview
$20+ billion revenue
Annual Revenue
JLL generated over $20 billion in revenue in 2021, demonstrating strong financial performance.
Founded over 200 years ago, JLL has become a global leader in real estate services and investment management.
With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets.
JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios.
The company is known for its innovative solutions in real estate technology and sustainability.
Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory.
JLL has pioneered the integration of data-driven insights into real estate decision-making.
The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure.
Notable for its long-standing history, JLL continues to shape the global real estate landscape.
Culture + Values
Integrity, teamwork and ethics in all of our actions
Respect for people, their contributions and personal growth
Customer-driven focus with a commitment to excellence
Commitment to sustainability and the environment
Innovation and creativity in everything we do
Building strong relationships and trust with our clients, partners, and communities
Environment + Sustainability
Net Zero 2040
Carbon Target
Aiming to achieve net zero carbon emissions by 2040 through comprehensive sustainability strategies.
50% by 2030
Emission Goal
Reducing carbon emissions from managed buildings by 50% by 2030.
10% by 2025
Water Efficiency
Aiming for a 10% reduction in water usage per square foot by 2025.
100% Renewable
Energy Source
Targeting 100% of energy from renewable sources for managed properties by 2030.
Implementing green building certifications for managed properties, such as LEED and BREEAM
Assisting clients in reducing their carbon footprint by optimizing building operations and energy use
Inclusion & Diversity
40% Gender Representation
Target for Senior Leadership
Aim to achieve 40% gender representation in senior leadership roles by 2025.
35% Women in Workforce
Global Workforce Composition
Currently, women make up 35% of the global workforce, with efforts focused on increasing their presence in leadership.
Dedicated programs for advancing women’s leadership and mentorship.
Partnerships with external organizations to promote gender equality in real estate.
Ongoing efforts to foster an inclusive work environment for employees of all backgrounds.