Workplace Experience and Concierge Operations Lead

Overview

Lead US Concierge team to deliver exceptional employee and visitor experiences.

Key Responsibilities

• jira management
• reporting systems
• training delivery
• budget oversight
• stakeholder engagement
• emergency response

Tasks

-Provide support to the Global Concierge Lead, Regional Facilities Leads, and Global Account Lead as required. -Coordinate emergency response requirements and oversee security risk management in collaboration with relevant teams. -Training & Enablement: Develop and deliver training programs that embed operational excellence principles. -Manage recruitment, performance, and development of team members, ensuring alignment with JLL policies and best practices. -Support the development and execution of training programs to ensure consistency in service delivery across the region. -Develop and implement operational and management reporting systems to demonstrate service delivery and scope adherence to high standards. -Provide strategic operational support to the Concierge team, demonstrating leadership and exceptional customer service skills. -Collaborate with clients to understand new Workplace product offerings and spearhead their regional implementation, ensuring successful adoption and integration. -Stay abreast of industry trends and best practices, implementing innovative solutions to enhance service delivery and operational efficiency. -Customer-Centric Leadership: Champion exceptional service by leveraging client feedback to drive improvements in service delivery. -Lead support for large in-house Atlassian events, ensuring seamless execution and high-quality service. -Oversee effective “Staff Amenities” budget management for NYC, SFO and MTV offices. -Respond promptly to security risks and lead emergency response efforts as a floor warden when necessary. -Manage Site and Regional Level Escalation processes, ensuring prompt and effective issue resolution. -Oversee the efficient management of the Events Catering budget, ensuring alignment with organizational financial goals. -Analytical & Strategic Thinking: Identify operational bottlenecks and implement long-term solutions using data-driven insights. -Provide strategic guidance and support to the US Concierge Teams and Workplace Site Leads, fostering a culture of excellence and professionalism. -Collaborate with global counterparts to develop and implement the Global Concierge Playbook, ensuring operational and service consistency across regions. -Establish and maintain strong relationships with key Atlassian stakeholders, proactively managing service delivery expectations. -Anticipate and proactively address the needs of multiple client stakeholders, transforming challenges into opportunities. -Ensure comprehensive oversight of the Office Hospitality Operations and Staff Amenities budget in locations with Workplace Site Lead direct reports. Drive cost-effective solutions that support client objectives and escalate any risks with clear recommendations for efficient solutions. -Proactively identify opportunities for process improvement and automation to streamline operations and enhance user experience. -Collaborate with facilities teams to ensure a safe and comfortable work environment, driving initiatives that enhance overall employee experience. -Performance Metrics Analysis: Establish and monitor key performance indicators (KPIs) to assess operational efficiency and drive continuous improvement. -Conduct regular team meetings and one-on-ones to drive engagement, address challenges, and support professional growth. -Contribute to operational reporting and effectively communicate risks while adhering to established escalation processes, providing insights for strategic decision-making. -Oversee the delivery of exceptional welcome and farewell experiences for Atlassian staff, visitors, and vendors across the US region. -Oversee the coordination of office events and team gatherings, ensuring alignment with company culture and objectives through effective space bookings, catering, and audiovisual needs. -Maintain financial accountability within the scope of responsibility, optimizing resource allocation and budget management. -Develop and implement regional strategies aligned with global directives and KPIs, focusing on operational efficiency, risk management, and service quality. -Financial Oversight: Oversee departmental budgets effectively, ensuring alignment with organizational goals and predetermined processes. -Team Development: Empower team members and foster a high-performance culture through clear direction and feedback. -Drive continuous improvement initiatives to enhance operational effectiveness and service delivery across the US region, fostering a culture of innovation. -Conduct Monthly Business Reviews (MBR) to report on performance metrics and drive accountability. Continuously innovate and improve the format to align with client needs and objectives, supporting engaging and insightful content. -Strategic Stakeholder Engagement: Build and maintain strong relationships with diverse stakeholders, acting as a trusted advisor for complex client needs. -Implement and oversee workplace program compliance audits to ensure adherence to established workflows, processes and industry best practices. -Oversee vendor management and coordinate cross-functional services (e.g., food and beverage, stationery, IT) to support seamless operations. -Project Leadership: Lead cross-functional projects that deliver measurable impacts on efficiency and customer satisfaction, ensuring alignment with strategic goals. -Lead project management and delivery to meet regional and global objectives, ensuring alignment with global Concierge Program Quality Assurance standards. -Cross-Functional Collaboration: Work effectively across departments to achieve shared objectives, facilitating knowledge sharing. -Manage and oversee a high volume of Jira tickets for Concierge support across various Workplace products, ensuring compliance with established workflows and driving process improvements.

Requirements

• bachelor's
• 5+ years
• program mgmt
• customer service
• g-suite
• jira

What You Bring

-A Bachelor's degree is preferred. -A minimum of 5 years of proven work experience in hospitality, customer service, or operations management -Demonstrated track record of program management and implementing continuous improvement initiatives. -Professionalism & Integrity: Models honesty, trustworthiness, and a high standard of personal and professional conduct, especially in premium corporate or hospitality settings. -Exceptional customer service orientation and a proactive approach to client engagement. -Time Management & Independence: Excels at prioritization and time management, balancing independent work with collaborative initiatives in a fast-paced environment. -High School Diploma or equivalent -A minimum of 2 years of people management experience in hospitality, events, or meeting planning is essential. -Communication: Exhibit strong verbal and written communication skills to convey ideas clearly and effectively. -Time management, organizational skills, and planning capabilities. -Problem Solving: Employ critical thinking to identify issues and develop effective solutions. -Excellent verbal and written communication skills, with the ability to communicate in a clear and concise professional manner. -Strong operational expertise with the ability to identify inefficiencies and implement solutions. -Change Management: Adapt to shifting priorities and guide teams through transitions, maintaining consistent service standards. -Proficiency in G-Suite, Confluence, Jira, and Coupa -Proven leadership experience in a concierge, front-of-house, or customer-facing environment is necessary. -Executive Communication: Demonstrate advanced communication skills tailored for senior audiences, facilitating collaboration across global teams. -Adaptability: Demonstrate flexibility in approach and responsiveness to changing business needs.

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About Jll

-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.

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