Workplace Experience Manager

JLL - Workplace Experience Manager / Office Concierge (M1)Transform at JLL as an integrated Facility Operations Manager on a telecommunications client account in our Technology vertical!Location: Richardson, TX 75082 Work Schedule: Onsite, M-F 8 - 5 PM + on-callReports to: Regional Operations Director Direct reports: Facilities Coordinators, on-site experience team; functional oversight of subcontractors Estimated base salary range: $85,000 - $105,000What this job involves:As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellencea 1,000-person state of the art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events. At this critical facility a service failure at 03:00 impacts the client's business operations not just goodwill.What your day-to-day will look like:Site Leadership & AccountabilityHold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord servicesOwn site operating plan, service standards and escalation matrix; updates the playbook as the operation evolvesLead JLL and subcontracted teams: manage rosters, coverage, performance and developmentDesign 24/7 coverage model and close gaps before they impact serviceSet and audit shift handover standards for seamless continuityResolve operational bottlenecks and workplace conflicts with minimal guidance from upper managementEnsure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gapsClient Relationship & GovernanceServe as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guestsOwn client site leadership relationship; chair weekly, monthly and quarterly performance reviewsRepresent JLL in performance discussions and own response to dissatisfactionAnticipate leadership needs; host executive visits and interface with executive assistantsAuthor workplace communications ensuring timely delivery to all shifts,Commercial & Financial OwnershipBuild annual budget, own monthly forecast and write variance narrativesHold delegated spend authority; approve invoices and emergency spendSource, negotiate and award subcontracted services within authorityEnsure vendor contracts, SOWs, invoicing and KPIs align with client requirementsRun vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformersIdentify and validate savings and cost avoidanceLandlord & Asset StewardshipLeased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and escalate as neededLeased sites: administer after-hours costs and review annual expense reconciliationsOwned sites: own asset assessments, capital plans and lifecycle recommendationsOwn compliance register and escalate unresolved risksWorkplace ExperienceOwn shift seat strategy, sharing ratios and conflict resolutionManage shift-balanced engagement calendar ensuring equal service across all shiftsDiagnose experience issues from data, design interventions and measure resultsManage conference room support: setup, AV, catering, supplies and cleanupInventory and stock kitchen/office supplies; manage vendor relationshipsEstablish and curate wellness programs such as pop-up clinics and wellness room utilizationElevate office community standards by designing programs and fostering collaboration across multiple business unitsRisk, Safety & ContinuityAvailable 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholdersRecommend shelter-in-place, evacuation or closure; coordinate with client and landlordData, Insight & ImprovementInterpret data, perform root cause analysis and link facility performance to call-handling impactPresent actionable insights and recommendations to leadershipOwn continuous improvement pipeline and track resultsRepresent JLL in audits and own corrective action plansSubmit and track work orders; coordinate preventative maintenanceRequired Qualifications:High School diploma or equivalent5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or siteDemonstrated P&L or budget ownership with delegated spend authorityExperience managing subcontractors including sourcing, score carding and corrective actionExperience in 24/7 or multi-shift operationsWorking knowledge of lease structures and landlord obligationsFluency in operational data: dashboard to root cause to recommendation independentlyExceptional customer service and professional communication at all levelsProficiency in MS Office Suite, CMMS and space management platformsComposure under pressure; ability to take incident command with incomplete informationStrong organizational skills, independent judgment and professional demeanorPreferred Qualifications:Bachelor's Degree in a related area or equivalent combination of education and experience.Experience with work order systems, vendor coordination and facility operationsKnowledge of invoice processing and accounts payableExperience with onboarding processes or emergency preparedness/incident commandBackground in hospitality or workplace services in corporate/mission-critical environmentsPlease submit your application with an updated resume, location, and contact information. If you're a current JLL employee, please apply using the Internal Career Site.This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Location:On-site Dallas, TX, Richardson, TXIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. 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. Some of these benefits may include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid Time Off and Company HolidaysEarly access to earned wages through Daily Pay