JLL
Website:
co.jll
Job details:
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-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-oriented environments
- Demonstrated experience managing vendor relationships and service contracts
Core Competencies
- Exceptional verbal and written communication skills with ability to interact professionally with all organizational levels
- Proven ability to lead teams, manage performance, and develop talent in fast-paced service environments
- Experience with workplace technology systems, reporting tools, and data analysis
Personal Attributes
- Service excellence mindset with genuine commitment to creating positive workplace experiences
- Adaptable and open to new ideas with willingness to challenge existing processes for improvement
- Strong organizational skills with ability to manage multiple priorities and competing demands
- Proactive approach to identifying and addressing potential issues before they impact occupant experience
This role offers the opportunity to shape workplace experiences that directly impact thousands of occupants daily, while building and leading a high-performing team dedicated to service excellence and continuous improvement.
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