Experience Manager

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This range is provided by JLL. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$94,000.00 / yr - $124,000.00 / yr

What this job involves – As an Experience Manager, you'll be the heart of a hospitality-focused workplace, proactively delivering an exceptional daily experience for our client's Executives, employees and guests. You are a strategic partner who proactively anticipates needs, builds meaningful relationships, and ensures a seamless, high-touch experience across a select portfolio of properties. This is a dynamic, client-facing role for someone passionate about service, operational rigor, and creating a future-forward workplace.

Job Responsibilities -

• Serve as the single point of contact for the Executive team, addressing all inquiries and issues, including follow up to client employees, related to workplace services with speed and responsiveness.
• Build meaningful Executive team relationships, proactively anticipating their needs to exceed expectations.
• Go beyond problem-solving by proactively identifying opportunities to enhance the workplace.
• Design and execute programs, events, and thoughtful initiatives to foster community, using data-driven insights to increase employee engagement, and reduce friction in the day-to-day experience.
• Lead, equip, and inspire the Experience Team to deliver consistent, high-touch customer service.
• Foster a positive team culture and ensure accountability by mentoring and coaching team members, and facilitate the sharing of best practices to develop team capabilities for a future-forward organization.
• Drive operational rigor by developing and documenting standard operating procedures and updating playbooks.
• Ensure all programs and services are executed with speed and responsiveness, while consistently meeting and exceeding established KPIs and SLAs.
• Utilize data-driven insights to brief leadership on key developments, trends, potential operational risks, and contribute to the client's workplace strategy.
• Participate and take accountability for understanding operational quality issues and propose programmatic changes to enhance the workplace experience.
• Integrate seamlessly and drive collaboration with account teams, soft services partners (like janitorial and mailroom staff), and third-party vendors to ensure flawless service delivery and Executive experience.
• Provide operational support, including work order management and administrative tasks, while visibly engaging in the workplace.
• Promote a future-forward organization culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies.
• Proactively identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to client’s operations occur.

Qualifications -

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