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 serviceminded 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 serviceoriented 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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