NYC Workplace Experience Manager

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Business Unit: Work Dynamics - Corporate Business, Atlassian Account
Reporting to: Regional Concierge Manager - North America & EMEA
Key Stakeholders: Various client key stakeholders, Client staff, JLL Account Team

Lead and manage the on-site hospitality-driven workplace experience for our client's office, ensuring an exceptional environment that fosters connection, collaboration, and productivity among employees and visitors. This role is responsible for delivering comprehensive customer experiences while overseeing core operational tasks, strategic program management, and continuous improvement initiatives.

You will provide proactive client service and engage stakeholders from the C-Suite down. Additionally, you will drive high-visibility projects, manage the food and beverage program with a focus on financial aspects, and optimize experience offerings. As the primary point of escalation for office-related issues, you will cultivate a culture of customer service innovation and community building.

Ensure all operations align with JLL and client values while maintaining a thorough understanding of office performance indicators. Develop a seamless, hospitality-focused employee experience that makes the office a destination for success.

• Continuous Improvement: Develop proposals and lead projects to deliver on customer promises and business priorities. Drive continuous improvement using data and customer sentiment.
• In-Office Experience: Act as a point of escalation for any issues in the office. Proactively anticipate and address client needs and concerns, turning challenges into opportunities.
• Customer Experience: Deliver end-to-end customer experiences while managing core operational tasks effectively. Represent the broader workplace team and act as the "face" of initiatives and the voice of the customer.
• Stakeholder Engagement: Communicate with stakeholders and customers through 1-to-1 interactions, focus groups, and company tools to maintain feedback loops and gain real-time insights. Engage with a diverse range of staff, including senior management.
• Client relationship: Establish and maintain strong relationships with key client stakeholders while proactively managing service delivery expectations.
• Strategic Program Management: Ability to independently run high-visibility, high-impact strategic programs (including technical delivery, analytics, customer insights, operational efficiency, and change management).
• Operational Excellence: Focus on critical priorities and projects that drive client goals and OKRs. Introduce new tools, processes, and products as part of global rollout plans.
• Data-Driven Decisions: Utilize data to showcase the tangible customer impact of new or enhanced processes, products, and services. Maintain a comprehensive understanding of office performance indicators.
• Financial Management: Efficiently manage financial programs, including special program budgets, OPEX budget and procurement process.
• Food & Drink Management: Partner with catering and other vendors to ensure quality daily Food and Drink programs and monitor vendor performance.
• Onboarding & Training: Deliver new hire onboarding sessions and contribute to process improvement projects and feedback. Participate in regular team training and complete professional development courses.
• Risk & Compliance: Effectively communicate operational risks and adhere to established escalation procedures. Integrate a risk management approach across all operational facets and ensure compliance with relevant laws and regulations.
• Workplace Requests & Emergencies: Assist with workplace-related request tickets and provide guidance during daily operations and emergencies, acting as a floor warden when needed.
• Collaboration: Work across the organization to drive outcomes, align with business owners and stakeholders, mitigate risk, and deliver value to internal and external customers.

Client Focus & Relationship Management

• Proactively anticipate and address client needs, enhancing each employee's on-site experience.
• Demonstrate visible engagement and establish a strong presence in the workplace.
• Take a proactive and professional approach to customer service and stakeholder engagement.
• Identify and escalate risks and issues at the account level, including audit findings, client complaints, vendor service issues, and information security concerns.
• Embrace a culture of continuous improvement and innovation by utilizing business intelligence and contributing to best practices.
• Showcase unwavering dedication to clients, meticulous attention to detail, and strong organizational and planning abilities.
• Display flexibility, resilience, and adaptability in a fast-paced, changing environment.
• Consistently surpass set objectives, including performance and customer service targets.

Leadership and Team Management

• Provide strategic operational support to the Concierge team, demonstrating leadership and exceptional customer service skills.
• Collaborate with Facilities teams to ensure a safe and comfortable work environment, driving initiatives that enhance overall employee experience.
• Respond promptly to security risks and lead emergency response efforts as a floor warden when necessary.
• Support the coordination of office events and team gatherings, ensuring alignment with company culture and objectives.
• Establish workflows and drive process improvements.
• Develop and implement regional strategies aligned with global directives and KPIs, focusing on operational efficiency, risk management, and service quality.
• Drive continuous improvement initiatives to enhance operational effectiveness and service delivery, fostering a culture of innovation.
• Lead project management and delivery to meet set objectives, ensuring alignment with global standards.
• Contribute to operational reporting and effectively communicate risks while adhering to established escalation processes, providing insights for strategic decision-making.

• 5+ years of relevant professional experience in program and portfolio management.
• Experience in food & beverage services is essential.
• Proven experience utilizing various software applications and communication portals in a high-paced environment.
• Experience building strategy based on vision and goals, turning strategy into executable plans, and driving high-visibility and complex projects.
• Strong analytic rigor, with the ability to support decisions with data and make data digestible to varied audiences.
• Experience in diagnosing pain points for teams and elevating the workplace experience.
• Well-developed network of contacts in the employee experience and customer service industries.
• Self-motivated, confident, and energetic.
• Strong communicator with excellent presentation skills and proficiency in verbal and written communication; also an attentive listener.
• Problem-solving skills and the ability to navigate ambiguity.
• Ability to thrive in a fast-paced environment and handle challenging situations effectively.
• Goal-oriented with a focus on achieving all performance targets.
• Demonstrates honesty and trustworthiness.

Estimated total compensation for this position:

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

If 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 contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

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