Workplace Experience Manager

Transform at JLL as an integrated Facility Operations Manager on a telecommunications client account in our Technology vertical!

Location: Richardson, TX 75082
Work Schedule: Onsite, M-F 8 - 5 PM + on-call

Reports to: Regional Operations Director
Direct reports: Facilities Coordinators, on-site experience team; functional oversight of subcontractors
Estimated base salary range: $85,000 - $105,000

As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellence—a 1,000-person state of the art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events. At this critical facility a service failure at 03:00 impacts the client’s business operations not just goodwill.

Site Leadership & Accountability

• →Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services
• →Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves
• →Lead JLL and subcontracted teams: manage rosters, coverage, performance and development
• →Design 24/7 coverage model and close gaps before they impact service
• →Set and audit shift handover standards for seamless continuity
• →Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management
• →Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps

Client Relationship & Governance

• →Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
• →Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews
• →Represent JLL in performance discussions and own response to dissatisfaction
• →Anticipate leadership needs; host executive visits and interface with executive assistants
• →Author workplace communications ensuring timely delivery to all shifts,

Commercial & Financial Ownership

• →Build annual budget, own monthly forecast and write variance narratives
• →Hold delegated spend authority; approve invoices and emergency spend
• →Source, negotiate and award subcontracted services within authority
• →Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements
• →Run vendor scorecards and quarterly reviews; Partner with JLL Sourcing to issue corrective action or replace underperformers
• →Identify and validate savings and cost avoidance

Landlord & Asset Stewardship

• →Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and escalate as needed
• →Leased sites: administer after-hours costs and review annual expense reconciliations
• →Owned sites: own asset assessments, capital plans and lifecycle recommendations
• →Own compliance register and escalate unresolved risks

Workplace Experience

• →Own shift seat strategy, sharing ratios and conflict resolution
• →Manage shift-balanced engagement calendar ensuring equal service across all shifts
• →Diagnose experience issues from data, design interventions and measure results
• →Manage conference room support: setup, AV, catering, supplies and cleanup
• →Inventory and stock kitchen/office supplies; manage vendor relationships
• →Establish and curate wellness programs such as pop-up clinics and wellness room utilization
• →Elevate office community standards by designing programs and fostering collaboration across multiple business units

Risk, Safety & Continuity

• →Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders
• →Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord

Data, Insight & Improvement

• →Interpret data, perform root cause analysis and link facility performance to call-handling impact
• →Present actionable insights and recommendations to leadership
• →Own continuous improvement pipeline and track results
• →Represent JLL in audits and own corrective action plans
• →Submit and track work orders; coordinate preventative maintenance

• High School diploma or equivalent
• 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site
• Demonstrated P&L or budget ownership with delegated spend authority
• Experience managing subcontractors including sourcing, score carding and corrective action
• Experience in 24/7 or multi-shift operations
• Working knowledge of lease structures and landlord obligations
• Fluency in operational data: dashboard to root cause to recommendation independently
• Exceptional customer service and professional communication at all levels
• Proficiency in MS Office Suite, CMMS and space management platforms
• Composure under pressure; ability to take incident command with incomplete information
• Strong organizational skills, independent judgment and professional demeanor

• Bachelor’s Degree in a related area or equivalent combination of education and experience.
• Experience with work order systems, vendor coordination and facility operations
• Knowledge of invoice processing and accounts payable
• Experience with onboarding processes or emergency preparedness/incident command
• Background in hospitality or workplace services in corporate/mission-critical environments

Please submit your application with an updated resume, location, and contact information.
If you're a current JLL employee, please apply using the Internal Career Site.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

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!