Experience Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

What this job involves -As an Experience Manager, you'll be the heart of a hospitality-focused workplace, proactively delivering an exceptional daily experience for our client's Executives, employees and guests. You are a strategic partner who proactively anticipates needs, builds meaningful relationships, and ensures a seamless, high-touch experience across a select portfolio of properties. This is a dynamic, client-facing role for someone passionate about service, operational rigor, and creating a future-forward workplace.

Job Responsibilities -

This role is a blend of team leadership, strategic planning, and hands-on service delivery.

• Serve as the single point of contact for the Executive team, addressing all inquiries and issues, including follow up to client employees, related to workplace services with speed and responsiveness.
• Build meaningful Executive team relationships, proactively anticipating their needs to exceed expectations.
• Go beyond problem-solving by proactively identifying opportunities to enhance the workplace.
• Design and execute programs, events, and thoughtful initiatives to foster community, using data-driven insights to increase employee engagement, and reduce friction in the day-to-day experience.
• Lead, equip, and inspire the Experience Team to deliver consistent, high-touch customer service.
• Foster a positive team culture and ensure accountability by mentoring and coaching team members, and facilitate the sharing of best practices to develop team capabilities for a future-forward organization.
• Drive operational rigor by developing and documenting standard operating procedures and updating playbooks.
• Ensure all programs and services are executed with speed and responsiveness, while consistently meeting and exceeding established KPIs and SLAs.
• Utilize data-driven insights to brief leadership on key developments, trends, potential operational risks, and contribute to the client's workplace strategy.
• Participate and take accountability for understanding operational quality issues and propose programmatic changes to enhance the workplace experience.
• Integrate seamlessly and drive collaboration with account teams, soft services partners (like janitorial and mailroom staff), and third-party vendors to ensure flawless service delivery and Executive experience.
• Provide operational support, including work order management and administrative tasks, while visibly engaging in the workplace.
• Promote a future-forward organization culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Proactively identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to client's operations occur.

Qualifications -

• Associates or Bachelor's degree, preferred
• 3-5 years of relevant experience in hospitality, facility/property management, building operations, or commercial real estate.
• Possess exceptional customer service and interpersonal skills with a passion for hospitality.
• Highly collaborative professional with strong verbal and written communication skills.
• Well-organized, have strong time management skills, and can prioritize multiple tasks in a fast-paced environment.
• Work independently, problem-solve creatively, and quickly adapt to new technology.
• Lead by example, are highly cooperative and accountable, and are skilled at managing diverse teams.
• Ability to quickly adapt to new devices, technology, and applications.
• Proficient in Google Suite (Docs, Sheets, Slides, etc.) and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook).
• Adhere to a professional appearance policy.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

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If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.