Regional Workplace Manager

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.

Key Responsibilities:

Workplace Management:

• Oversee the day-to-day operations of workplace, including maintenance, security, and space management
• Develop and implement standard operating procedures for workplace operations
• Manage vendor relationships and contracts for various workplace services to ensure high-quality service delivery
• Ensure compliance with health and safety regulations, and align with PHSI sustainability initiatives while maintaining a guest-centric approach

Soft Services Management:

• Coordinate and optimize soft services such as cleaning, meeting & event services, reception, mail services, and manage Mail & Shipping Docucenter (where applicable)
• Monitor service quality and implement continuous improvement initiatives
• Develop and maintain service level agreements (SLAs) with internal stakeholders and external vendors
• Manage on-site amenities such as fitness centers, cafeterias, baristas, and collaboration spaces with a hospitality mindset
• Design and implement innovative amenity programs that enhance employee experience and well-being

Customer Experience:

• Implement and maintain a robust feedback system to measure and improve customer satisfaction
• Serve as the primary point of contact for escalated customer issues and concerns

Operational Excellence:

• Prepare and manage budgets for workplace and experience-related services
• Support technology solutions to streamline operations and enhance user experience within our offices
• Lead continuous improvement initiatives to optimize processes and reduce costs and elevate service standards
• Develop and monitor key performance indicators (KPIs) that reflect both operational efficiency for all areas of responsibility and guest satisfaction
• Own the implementation of services and financial success of the assigned portfolio in accordance with key stakeholders' policies, procedures, and standards
• Ensure day-to-day performance of the assigned team and delivery of services within stated service levels, processes, and procedures to achieve KPI goals and objectives
• Review regional metrics against account-wide metrics and industry benchmarks to ensure portfolio management meets or exceeds goal parameters
• Implement space management processes, accurately reporting occupied and vacant space

Team Leadership:

• Manage, mentor, and develop a team of workplace and hospitality experience professionals
• Foster a culture of collaboration, innovation, and customer-centricity
• Ensure proper staffing levels and training to meet service requirements
• Foster a culture of hospitality, emphasizing anticipatory service and attention to detail
• Manage staffing levels and metrics as set by leadership, sponsoring staffing changes for approval
• Develop and maintain a high-performing team using HR top-grading tools for hiring, talent and succession planning, and development
• Implement training, education, and expectations to ensure team adherence to all processes and procedures
• Conduct performance reviews and other HR procedures according to policy

Stakeholder Management:

• Build and maintain strong relationships with key account executives and decision-makers
• Regularly report on performance metrics, initiatives, and strategic recommendations
• Collaborate with other departments to align workplace strategies with overall business objectives
• Accountable for the execution of integrated workplace management services within the assigned geographic area
• Develop and foster strong client relationships at the regional level, representing the client's real estate organization
• Collaborate with account leadership to develop, measure, monitor, and report cost savings and value-add opportunities
• Assist clients in understanding corporate initiatives and communicate approved service levels within the portfolio
• Apply change management principles to ensure smooth transitions and adoptions of new processes

Qualifications:

• Bachelor's degree in Facilities Management, Hospitality Management, or related field; Master's degree preferred
• 10+ years of experience in facilities management or related field, with at least 5 years in a leadership role
• Proven track record in managing large-scale guest experiences and facilities operations
• Strong skills in client relationship management, communication, and team leadership
• Proven track record in strategic planning and financial management
• Excellent organizational and change management skills
• Experience in managing diverse teams and integrating various service lines
• Proficiency in facilities management software and data analysis tools
• Strong understanding of industry best practices and regulatory requirements
• Exceptional problem-solving and decision-making abilities
• Professional certifications such as FMP, CFM, or IFMA membership preferred

This position requires a strategic leader with:

• Strong operational expertise and interpersonal skills
• Ability to drive results in complex, client-focused environments
• Proven success in managing large-scale facility operations
• Vision to blend hospitality principles with workplace management
• Passion for creating exceptional office experiences
• Strong analytical and cross-functional team leadership skills
• Aptitude for anticipating needs and personalizing services
• Customer-centricity mindset and ability to foster a culture of warmth and attentiveness

The ideal candidate will have a track record of success in facility management, client relationship building, and creating innovative workplace experiences.

Estimated total compensation for this position:

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:

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

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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.

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Accepting applications on an ongoing basis until candidate identified.