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Global Workplace Experience Lead
Wichita, KS
Job Description
JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.
Job Summary
We are looking for a Global Workplace Experience Leader to join our JLL Work Dynamics Account Team in support of a global privately held company with HQ of Wichita, KS (on site position in Wichita, KS or Atlanta, GA). The Global Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Global Workplace Experience Lead contributes to the overall success and perception of the client's organization.
The Global Workplace Experience Lead is responsible for overseeing all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests. This includes managing services such as reception/guest services, on-site fitness, food services, meetings & events, mail, print, and other high-touch employee services.
Job Responsibilities
Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
Effectively execute and monitor the success of business plans by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating proactive communication among team members to ensure the smooth implementation of strategies.
Monitor and measure the impact and outcomes of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to drive value and continuous improvement.
Manage the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and make necessary adjustments to optimize operations.
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements.
Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.
Create a contribution motivated culture while building and nurturing positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.
Demonstrate effective leadership by setting the example through actions and behaviors. Act with integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.
Lead and mentor a team of workplace professionals, providing coaching and professional development opportunities.
Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance.
Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated.
Work cross-functionally to deliver as one-team, integrating experience concepts and support across all capabilities.
Drive Company culture, embody and activate values through learning and living Company principles.
Ensuring Exceptional Customer Service
Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations.
Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
Proactively identify gaps, escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs).
Drive a culture of teamwork and collaboration, promoting an environment of shared success and joint accountability. Create opportunities for team members to work together, exchange knowledge, and support each other.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.
Qualifications
Bachelor's degree in hospitality or related field.
Target hiring locations: Wichita, KS and Atlanta, GA. This role is expected to be majority in-office with some WFH flexibility.
Must be able to travel up to 35%.
7+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.
Track record of initiative, integrity, and good judgment.
Strong analytical/financial aptitude.
Ability to gather data, assess situations, and quickly develop solutions.
Contribution motivated, highly collaborative, and strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
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.
Job Summary
We are looking for a Global Workplace Experience Leader to join our JLL Work Dynamics Account Team in support of a global privately held company with HQ of Wichita, KS (on site position in Wichita, KS or Atlanta, GA). The Global Workplace Experience Lead is expected to provide superior client service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve their ambitions and aspirations. By creating an engaging and positive workplace experience, the Global Workplace Experience Lead contributes to the overall success and perception of the client's organization.
The Global Workplace Experience Lead is responsible for overseeing all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations. These experiences serve as distinct factors that influence how our client's organization is perceived and valued, thereby positively impacting the workplace experience for both their employees and guests. This includes managing services such as reception/guest services, on-site fitness, food services, meetings & events, mail, print, and other high-touch employee services.
Job Responsibilities
Collaborate with account leadership and client stakeholders across the organization to align on the workplace experience vision and desired outcomes.
Create detailed and actionable business plans that outline specific goals, strategic initiatives, timelines, resources needed, and the necessary steps to achieve them.
Effectively execute and monitor the success of business plans by collaborating with cross-functional teams, coordinating efforts, providing guidance, and facilitating proactive communication among team members to ensure the smooth implementation of strategies.
Monitor and measure the impact and outcomes of strategic initiatives, tracking key performance indicators (KPIs), and analyzing data to drive value and continuous improvement.
Manage the Experience Services operations, ensuring that all processes, procedures, and systems are aligned across the account, and make necessary adjustments to optimize operations.
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements.
Develop and monitor workplace budgets, ensuring cost-effective solutions and managing expenses in accordance with financial guidelines.
Create a contribution motivated culture while building and nurturing positive relationships with team members, colleagues, and stakeholders. Foster open and transparent communication, actively listen to others' perspectives, and demonstrate empathy and respect in all interactions.
Demonstrate effective leadership by setting the example through actions and behaviors. Act with integrity, accountability, and professionalism while fostering a positive, inclusive, and ethical work environment.
Lead and mentor a team of workplace professionals, providing coaching and professional development opportunities.
Develop and implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
Set goals and expectations for direct reports using the performance review process and hold the team accountable for successful performance.
Clearly communicate performance expectations, standards, and metrics to team members. Outline what success looks like and explain how their performance will be evaluated.
Work cross-functionally to deliver as one-team, integrating experience concepts and support across all capabilities.
Drive Company culture, embody and activate values through learning and living Company principles.
Ensuring Exceptional Customer Service
Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas where service performance can be enhanced. Use the feedback to drive improvements and exceed customer expectations.
Anticipate and respond to the needs and concerns of client stakeholders and transform problems into opportunities.
Proactively identify gaps, escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact on the Account KPIs).
Drive a culture of teamwork and collaboration, promoting an environment of shared success and joint accountability. Create opportunities for team members to work together, exchange knowledge, and support each other.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the Experience Services platform level including new tools, process re-engineering, and other innovations that provide service delivery improvements.
Qualifications
Bachelor's degree in hospitality or related field.
Target hiring locations: Wichita, KS and Atlanta, GA. This role is expected to be majority in-office with some WFH flexibility.
Must be able to travel up to 35%.
7+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred.
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.
Track record of initiative, integrity, and good judgment.
Strong analytical/financial aptitude.
Ability to gather data, assess situations, and quickly develop solutions.
Contribution motivated, highly collaborative, and strong interpersonal skills.
Excellent verbal and written communication skills with the ability to communicate professionally.
Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
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.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
0 to 7 years
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