Senior Director, Workplace - Hospitality Governance Lead

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Our people at JLL 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.

JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

The Hospitality Governance Lead is expected to provide superior client & operations service while upholding core values of teamwork, ethics, and excellence. They play a crucial role in helping their team and clients achieve HX ambitions and aspirations. By creating an engaging and positive workplace experience, the Global Hospitality SME contributes to the overall success and perception of the client's workplace experience.

The Hospitality Governance Lead serves as the subject matter expert for amenity services and workplace operations. They are responsible for developing comprehensive playbooks and standard operating procedures, providing training and implementation support across accounts, managing vendor escalations, and conducting benchmarking activities to drive continuous improvement. This role ensures consistency and excellence in experience-focused services including reception/guest services, mail operations, lobby management, electric vehicle (EV) charging, audiovisual (AV) systems, food services, and meetings & events.

This role leads the HX Hospitality team, directly manages and develops (2) HX Ambassadors, and coaches Operations' HX Leads through dotted line relationships. The GHSME models excellence in hospitality, vendor governance, project management, and stakeholder management and motivates and equips their direct and indirect teams to innovate, empathize, observe and act in the best interest of the client's larger goals.

• Serve as the primary subject matter expert for all amenity services including mail operations, lobby/reception services, electric vehicle (EV) charging programs, audiovisual (AV) technology and support, food service operations, and meetings & events programming.
• Develop deep functional expertise across amenity verticals to provide consultative guidance to account teams and clients.
• Stay informed about industry trends, emerging technologies, and best practices across all amenity categories to identify opportunities for service enhancements and innovation.
• Collaborate with account leadership and client stakeholders to align amenity strategies with workplace experience vision and desired outcomes.

• Create, maintain, and continuously improve comprehensive playbooks and standard operating procedures (SOPs) for all amenity services and workplace experience operations.
• Ensure documentation is detailed, actionable, and aligned with global standards while allowing for regional customization.
• Lead HX governance frameworks to ensure consistent application of playbooks and SOPs across the account portfolio and in accordance with Compliance processes.
• Monitor and measure the effectiveness of documented processes, making data-driven adjustments to optimize operations.

• Implement customer experience and upskilling training plans that enable exceptional service delivery across the account globally.
• Provide hands‑on implementation support for new amenity programs, service launches, and operational transitions.
• Lead change management activities to ensure smooth adoption of new processes, technologies, and service models.
• Create training materials, job aids, and knowledge resources to support ongoing capability development.
• Coach and mentor workplace professionals to build internal expertise and service excellence.

• Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects.
• Serve as the…