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.
Job Summary
The Experience Program Manager is an on-account role within JLL's Experience Services team. This position is responsible for supporting program operations and client advisory services, leveraging industry benchmarking and market insights to provide guidance that supports client objectives and adds value across their portfolio. This position serves as a trusted business partner, focusing primarily on breakroom services and comprehensive workplace amenities. The role requires strong client-facing capabilities, cultural alignment with client values, and the ability to drive mutually beneficial outcomes through reliable service delivery. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation.
Key Responsibilities
Strategic Program Support & Advisory Services
Support program strategy, implementation, scope management and deliverables that drive client objectives in collaboration with account leadership and client stakeholders
Support customer engagement initiatives through program development and knowledge sharing, offering insights into workplace trends, best practices, and innovative solutions to enhance workplace experience
Assess client needs to recommend optimal onsite foodservice solutions, including vending, micro market options, coffee service, and equipment recommendations
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements
Performance Management & Financial Oversight
Support creation and adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
Analyze program financial data to support program planning and provide recommendations that align with client vision
Maintain high-quality services through operational management, risk assessment, issue resolution, and continuous improvement
Vendor Relations & Partnership Management
Establish and maintain relationships with vendors, service providers, and consultants to support workplace programs and projects
Ensure vendor partnerships contribute positively to the overall workplace experience through operational excellence and performance monitoring
Client Relationship & Communication Management
Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas for service enhancement
Anticipate and respond to client stakeholder needs and concerns, transforming problems into opportunities
Present program recommendations and options to stakeholders, explaining benefits and implementation considerations
Project and practice consistent ownership attributes, providing high-level customer service at all points of contact
Communicate proactively across all levels of the organization and multiple departments
Operations & Cross-Functional Collaboration
Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services
Work cross-functionally to deliver as one team, integrating experience concepts and supporting all capabilities
Proactively identify gaps and escalate risks and issues at the account level (audit findings, client complaints, vendor service issues, information security, and KPI impacts)
Support new site setup and breakroom program implementation
Innovation & Continuous Improvement
Support continuous improvement and innovation by participating in best practice development at the Experience Services platform level
Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements
Knowledge, Skills & Abilities
Bachelor's Degree, or equivalent combination of education and experience
3-5 years prior experience in operations, facility management, foodservice operations, client advisory... For full info follow application link.
JLL Is an Equal Opportunity Employer JLL is committed to developing and maintaining a diverse workforce. JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law. The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.
