Human Experience Operations Director

Description

• 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 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

Training + Development

Interview process

Visa Sponsorship

Security clearance