Experience Manager

## Experience Manager

• 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.
• 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.
• 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.- 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.
• Associates or Bachelor’s degree, preferred
• 3-5 years of relevant experience in hospitality, facility / property management, building operations, or commercial real estate.
• Possess exceptional customer service and interpersonal skills with a passion for hospitality.
• Highly collaborative professional with strong verbal and written communication skills.
• Well-organized, have strong time management skills, and can prioritize multiple tasks in a fast-paced environment.
• Work independently, problem-solve creatively, and quickly adapt to new technology.
• Lead by example, are highly cooperative and accountable, and are skilled at managing diverse teams.
• Ability to quickly adapt to new devices, technology, and applications.
• Proficient in Google Suite (Docs, Sheets, Slides, etc.) and Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook).
• Adhere to a professional appearance policy.At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.For over 200 years, JLL (NYSE : JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit .

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