Workplace Experience Director

The Experience Services Director/Lead is responsible for all aspects of experience focused services on the account including soft services, amenity programming, customer experience training and operations. The Experience Services Director/Lead will oversee an integrated service offering that creates memorable experiences within our client’s space that are a key differentiator for how our client’s organization is perceived and valued and positively impacts how the workplace is experienced by our client’s employees and guests. Services may include, but are not limited to, reception / guest services, on-site fitness, foodservices, meeting & events, mail, print and other high touch employee services. The Experience Services Director/Lead will be expected to provide superior client service while applying our core values of teamwork, ethics, and excellence. You are committed to helping our people achieve their ambitions and our client aspirations.

Job Responsibilities

• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account
• Establishes challenging, realistic, and obtainable goals to guide operation and performance
• Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL
• Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services
• Strives to improve service performance
• Achieves and exceeds goals including performance goals, budget goals, team goals

• Develops and implements customer experience training plan that enables exceptional service delivery across the account globally
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Advocates sound financial/business decision making; demonstrates honesty/integrity
• Leads by example
• Encourages and builds mutual trust, respect, and cooperation among team members
• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days
• Sets goals and expectations for direct reports using the performance review process and holds team accountable for successful performance
• Ensures that expectations and objectives are clearly communicated
• Establishes and maintains open, collaborative relationships with direct reports and entire Experience team and ensures direct reports do the same for their team

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

Qualifications

• BA or BS degree preferred
• 10 years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred
• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment
• Track record of initiative, integrity, and good judgement
• Strong financial aptitude
• Ability to gather data, assess situations and quickly develop solutions
• Highly collaborative with strong interpersonal skills
• Excellent verbal and written communication skills with the ability to communicate professionally
• Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)