Workplace Experience Manager

About the role

Transform at JLL as an integrated Facility Operations Manager on a telecommunications client account in our Technology vertical! This Workplace Experience Manager role is accountable for a 24/7 Center of Excellence—a 1,000-person state of the art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events.

Responsibilities

• Site Leadership & Accountability: Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services; own site operating plan, service standards and escalation matrix; lead JLL and subcontracted teams; design 24/7 coverage model; resolve operational bottlenecks and workplace conflicts; ensure all facilities operations meet local, state, national and client-specific requirements.
• Client Relationship & Governance: Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback; own client site leadership relationship; chair weekly, monthly and quarterly performance reviews; represent JLL in performance discussions; anticipate leadership needs; host executive visits; author workplace communications.
• Commercial & Financial Ownership: Build annual budget, own monthly forecast and write variance narratives; hold delegated spend authority; approve invoices and emergency spend; source, negotiate and award subcontracted services; ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements; run vendor scorecards and quarterly reviews; identify and validate savings and cost avoidance.
• Landlord & Asset Stewardship: Interpret lease, enforce landlord obligations, chair quarterly reviews and escalate as needed; administer after-hours costs and review annual expense reconciliations; own asset assessments, capital plans and lifecycle recommendations; own compliance register and escalate unresolved risks.
• Workplace Experience: Own shift seat strategy, sharing ratios and conflict resolution; manage shift-balanced engagement calendar; diagnose experience issues from data, design interventions and measure results; manage conference room support; inventory and stock kitchen/office supplies; establish and curate wellness programs; elevate office community standards.
• Risk, Safety & Continuity: Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates; recommend shelter-in-place, evacuation or closure; coordinate with client and landlord.
• Data, Insight & Improvement: Interpret data, perform root cause analysis and link facility performance to call-handling impact; present actionable insights and recommendations to leadership; own continuous improvement pipeline and track results; represent JLL in audits and own corrective action plans; submit and track work orders; coordinate preventative maintenance.

Requirements

• High School diploma or equivalent
• 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site
• Demonstrated P&L or budget ownership with delegated spend authority
• Experience managing subcontractors including sourcing, score carding and corrective action
• Experience in 24/7 or multi-shift operations
• Working knowledge of lease structures and landlord obligations
• Fluency in operational data: dashboard to root cause to recommendation independently
• Exceptional customer service and professional communication at all levels
• Proficiency in MS Office Suite, CMMS and space management platforms
• Composure under pressure; ability to take incident command with incomplete information
• Strong organizational skills, independent judgment and professional demeanor

Preferred Qualifications

• Bachelor’s Degree in a related area or equivalent combination of education and experience
• Experience with work order systems, vendor coordination and facility operations
• Knowledge of invoice processing and accounts payable
• Background in hospitality or workplace services in corporate/mission-critical environments