Workplace Experience Lead

Job Responsibilities

• Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
• Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
• Effectively execute and monitor the success of the business plan by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating communication among team members to ensure the smooth implementation of strategies.
• Maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
• Act as contact to MARS and JLL Global Safety resources to ensure compliance with all MARS policies and JLL policies (i.e. JCAP).
• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements and stay ahead of the competition.
• Manage, and self-perform as needed, the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and make necessary adjustments to optimize operations.
• Monitor and measure the progress and impact of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to assess the effectiveness of the strategies. Make adjustments and recommendations based on the results to continuously improve.
• Manage and self-perform as needed, Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and make necessary adjustments to optimize operations.
• Manage vendor services, ensuring compliance with MARS policies and JLL policies (i.e. JCAP).
• Strengthen site safety protocols and ensure compliance with all relevant regulations and guidelines.

Qualifications

• Bachelor's Degree in any discipline (Hospitality Management, Business Administration, Facilities Management, Real Estate Management, Property Management, or Operations Management preferred)
• 10+ years of progressive experience in Hospitality, Soft Services, or Facility Management/Operations
• Demonstrated experience managing and developing direct reports, with a proven ability to build high-performing teams
• Demonstrated experience working in premier, high-touch, white-glove Fortune 500 corporate environments
• Proven leadership skills with the ability to lead and collaborate across cross-functional teams, manage competing priorities, and deliver results in fast-paced, heavily matrixed organizations
• Established track record of initiative, integrity, and sound judgment
• Strong analytical and financial acumen, including experience developing and managing corporate budgets and related processes
• Ability to gather and analyze data, assess complex situations, and develop actionable solutions quickly
• Highly collaborative with exceptional interpersonal skills and the ability to build relationships across diverse teams and organizational levels
• Experience working effectively with cross-functional stakeholders, colleagues, and clients at all levels
• Excellent verbal and written communication skills with the ability to communicate clearly and professionally across audiences
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, and Access)