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.