Workplace Experience Assistant Manager

Job description

JLL empowers you to shape a brighter way.   Our people at JLL 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.    Workplace Experience Assistant Manager Position Overview The Workplace Experience Assistant Manager serves as a strategic operational leader, overseeing and elevating workplace services delivery to achieve exceptional occupant and guest experiences. This role combines hands-on operational management with team leadership, ensuring consistent service excellence through detailed oversight, proactive problem-solving, and continuous improvement initiatives. The position requires a service[1]minded professional who can balance operational efficiency with the human-centered approach needed to create workplace environments that truly delight users. Key Responsibilities Team Leadership & Development • Lead, mentor, and develop Workplace Experience Enablers, providing coaching, performance feedback, and professional growth opportunities • Establish clear performance expectations and conduct regular team assessments aligned with Individual Performance Management criteria • Foster a culture of service excellence, attention to detail, and continuous learning within the workplace services team • Coordinate team schedules, workload distribution, and coverage to ensure seamless service delivery across all operating hours • Support team members in resolving complex occupant requests and challenging operational situations Operational Excellence Management • Oversee daily workplace operations to ensure "works every time" reliability across all service touchpoints • Monitor and audit compliance with Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) across all workplace services • Conduct regular quality assessments and spot-checks of both internal team performance and vendor service delivery • Implement and manage change control processes, ensuring all modifications are properly documented and communicated • Oversee Clear Deck policy enforcement, lost property processes, and comprehensive reporting to Workplace Experience teams for stakeholder communication Vendor Management & Contract Oversight • Manage relationships with multiple service providers, ensuring contractual obligations are consistently met • Evaluate vendor performance against established KPIs and SLAs, implementing corrective actions when necessary • Coordinate vendor activities to minimize disruption to occupants while maintaining service quality standards • Review and assess operational and technical site requirements to ensure contracts provide necessary supplies and services • Negotiate service improvements and cost optimizations within established procurement guidelines Strategic Operations & Continuous Improvement • Analyze operational data and performance metrics to identify trends, opportunities, and areas for enhancement • Develop and implement process improvements that enhance efficiency while maintaining or improving service quality • Lead cost optimization initiatives with a value-driven mindset, balancing budget consciousness with service excellence • Prepare comprehensive risk assessments for self-delivered services and ensure appropriate mitigation strategies • Maintain current and accurate information within Client Property Services SharePoint systems Emergency Response & Critical Incident Management • Serve as escalation point for after-hours critical issues and emergency situations • Lead incident response coordination, ensuring proper documentation, communication, and follow-up actions • Establish and maintain emergency protocols, ensuring team readiness for various scenarios • Report building incidents through established escalation channels with appropriate measures and solutions • Coordinate with security, facilities, and other stakeholders during emergency situations Customer Experience & Stakeholder Communication • Resolve complex occupant complaints and concerns, ensuring satisfactory outcomes and proper follow-up • Maintain proactive communication with Workplace Experience Site Leads regarding operational performance, risks, and opportunities • Collaborate with Lines of Business (LOBs) to understand evolving workplace needs and adjust service delivery accordingly • Champion the customer delight philosophy, ensuring all team interactions reflect JLL's commitment to exceptional service • Conduct regular occupant feedback sessions and implement improvements based on user input Required Qualifications Education & Experience • Bachelor's degree in Hospitality Management, Business Administration, Facilities Management, or related field • Minimum 3-5 years of progressive experience in hospitality, facilities management, or workplace services • At least 2 years of team leadership or supervisory experience, preferably in service[1]oriented environment