JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
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 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.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
