Human Experience Operations Director

This job is with JLL, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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.

Human Experience Operations Director - financial portfolio

Shape the Future of Workplace Experience

As Human Experience Operations Director, you'll lead the strategy and delivery of guest services, transportation, and hospitality-forward programs for a globally recognized employee experience leader, blending strategic vision with operational excellence to ensure every touchpoint-from pre-arrival to departure-reflects the client's culture and elevates the workplace experience. This dynamic role combines strategic program development, team leadership of service professionals and vendor partners, performance management across multiple layers, and trusted advisory partnership with senior client stakeholders to continuously innovate and evolve tech-enabled workplace solutions.

The position will be based at one of our client's facilities in McLean, VA; Richmond, VA; or New York, NY and on-site daily.

Here is some of your day :

Experience Strategy & Thought Leadership :

Partner with Client and Account Leadership to set strategic direction for Human Experience Operations, serve as strategic advisor bringing insights and innovations, translate experience goals into actionable roadmaps and program enhancements, and leverage data analytics to identify opportunities and drive continuous improvement

Technology & Innovation Integration :

Identify and implement emerging technologies and tools that enhance hospitality, efficiency, and service personalization while driving tech-enabled operational enhancements to streamline operations and elevate employee / visitor experiences

Operational Excellence & Service Delivery :

Lead day-to-day operations for guest services, transportation, and soft services ensuring seamless delivery, develop and govern operational SOPs for consistency and risk mitigation, and manage financial / vendor spending while balancing service quality with cost discipline

Hospitality & Customer Experience Management :

Champion service excellence principles fostering community and welcoming culture, ensure personalized concierge-style journeys reflecting client brand and values, anticipate needs and address escalations proactively, and develop service recovery practices and feedback loops with KPIs

Team Leadership & Performance Management :

Lead and develop high-performing service teams inspiring accountability and exceptional service, set clear goals and performance expectations aligned to business priorities, manage recruitment through performance management including addressing marginal performance, and foster innovation-driven culture

Training & Development Excellence :

Ensure comprehensive customer experience training reinforcing hospitality, empathy, and brand-aligned service behaviors, guarantee all team members are trained in policies, systems, and client expectations, and provide ongoing coaching and development planning

Cross-Functional Collaboration & Integration :

Collaborate with Occupancy Planning, Facilities, Project Management, Workplace Programs, and broader JLL / Client partners for integrated service delivery while representing Human Experience team in client discussions and leadership forums

Strategic Influence & Global Platform Contribution :

Influence decisions and shape strategic priorities through leadership participation, actively contribute to JLL's global Experience Services platform by sharing best practices, and implement new ideas, tools, and methodologies across the organization

Here's who we are looking for :

Required

10+ years prior experience in Soft Services, Hospitality, Operations, Supply Chain, or similar disciplines within commercial real estate.

A bachelors degree or higher

Demonstrated ability to lead operational teams in a fast-paced, matrixed environment.

Strong analytical and financial acumen, with the ability to assess data, forecast needs, and build business cases.

Proven capability to drive change, lead complex problem-solving, and influence stakeholders at all levels.

Exceptional communication skills and the ability to manage escalations with professionalism.

High emotional intelligence, judgment, and integrity.

Proficiency in Google Workspace and / or Microsoft Office Suite.

Ability to travel up to 20%.

Pay

$130,000-150,000 with a 20% targeted bonus of the annual salary

Schedule :

Monday - Friday day shift with on-call required 24 / 7

Estimated compensation for this position :

130,000.00 - 150,000.00 USD per year This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location :

On-site -McLean, VA, New York, NY, Richmond, VA 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

Early access to earned wages through Daily Pay

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Accepting applications on an ongoing basis until candidate identified.

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