Workplace Experience Manager Position Available In New York, New York

Workplace Experience Manager JLL parental leave, paid time off, 401(k) United States, York, York 148 West 37th Street (Show on map) Jun 24, 2025 JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. What this job involves – This position is responsible for the end-to-end Occupant and Guest Experience within the assigned portfolio, with the focus on providing outstanding Experience in the Workplace. With Experience at the core of the gearing of the service delivery, workplace activities need as human-centric and engagement focused as possible, with team management, site operations, service contracts, sourcing, procurement, and financial decisions made with this ultimate target of Delight in mind, while maintaining safe working practices throughout all we do. The role acts as point of contact for the client Global Real Estate (“GRE”) client team regarding Workplace activities at a site level, and supports account initiatives by driving consistent implementation and delivery. A key aspect of this role is engagement, interfacing not only with GRE, but also other service partners such as Security and Dining Services, with Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

Your day to day:

Job Responsibilities Transform to the Workplace Team of the future
Develop existing and bring in new talent and capabilities into the Experience Services team
Introduce technology and digital platforms to enable the Experience Services team to be mobile and present on the occupant floors
Ensure there is a highly proactive, responsive, dynamic, and agile team Client/Stakeholder Management (in support of the Country lead)
Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
Deliver an exceptional quality of service to the Client, as reflected by Client feedback Leadership/ Staff Management
Actively encourage an environment that supports teamwork, co-operation, performance excellence and personal success
Proactively manage the team to deliver surprise and delights
Develop the team through performance assessments and training, managing staff workload through correct resourcing and developing a succession plan for key team members and onsite Vendors Operations Management Ensure the delivery of all operational requirements as per the client scope of works across site
Develop and implement operational procedures and performance measures to ensure simplification and accuracy of work methods, reliability of systems and consistency
Support account initiatives such as user experience programs, JLL system rollouts, regional training programs/workshops and other initiatives as appropriate, through driving implementation and consistency across the Region
Drive Client specific initiatives such technology rollouts, benchmarking, best practices etc.
Ensure operations are aligned to financial processes and controls are adhered to at all times to achieve good financial management.
Ensure compliance with JLL and client Health, Safety, Environment and Risk Management policies and procedures Ensure data integrity of all systems across the Region and perform audits from time to time
Hire, attract and retain a team of top talented employees and to ensure company standards are met
Generate reports and conduct presentations as per the service delivery requirements and overall account management
Coordinate churn work and minor project works requested by users
Resolve user’s complaints and concerns with solutions and follow up
Review JLL auding tool suppliers/service providers performance to ensure contractual obligations are delivered
Ensuring Exceptional Customer Service
Anticipation and response to needs and concerns of multiple clients and transform problems into opportunities
Monitors and manages 3rd party vendor performance related to soft services delivery
Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
Shares plans to take corrective action based on KPI and survey results with client leadership
Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies
Perform additional job duties, as requested Sound like you?

To apply you need:

Qualifications A minimum of 5 years in hospitality or facility management industry managing large facility operations
A minimum of 5 years of people management experience
An added benefit would be a bachelor’s degree in hospitality, facilities management, building, business, or other related field; however, this is not a must.
Excellent verbal and written communication skills as well as presentation skills
Able to adapt in a fast-paced working environment and versatile in meeting client changing needs and requirements
Strong analytical, organization and administration skills Estimated total compensation for this position: 10,800,000.00 – 132,900.00 USD per year 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:

On-site – York, NY 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 JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate. California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view ourSupplemental Privacy Statement which describes your rights and disclosures about your personal information.

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