Workplace Experience Manager

JLL empowers you to shape a brighter way. 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.

Location:

Tulsa, OK 74116

Work Schedule:

Onsite, M-F 8 - 5 PM + on-call

Reports to:

Regional Operations Director

Direct reports:
Facilities Coordinators, on-site experience team; functional oversight of subcontractors

Estimated base salary range: $78,000 - $98,000

• Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services
• Own site operating plan, service standards and escalation matrix; updates the playbook as the operation evolves
• Lead JLL and subcontracted teams: manage rosters, coverage, performance and development
• Design 24/7 coverage model and close gaps before they impact service
• Set and audit shift handover standards for seamless continuity
• Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management
• Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps

• Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests
• Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews
• Represent JLL in performance discussions and own response to dissatisfaction
• Anticipate leadership needs; host executive visits and interface with executive assistants
• Author workplace communications ensuring timely delivery to all shifts

• Build annual budget, own monthly forecast and write variance narratives
• Hold delegated spend authority; approve invoices and emergency spend
• Source, negotiate and award subcontracted services within authority
• Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements
• Run vendor scorecards and quarterly reviews;
  Partner with JLL Sourcing to issue corrective action or replace underperformers
• Identify and validate savings and cost avoidance

• Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and allocate as needed
• Leased sites: administer after-hours costs and review annual expense reconciliations
• Owned sites: own asset assessments, capital plans and lifecycle recommendations
• Own compliance register and elevate unresolved risks

• Own shift seat strategy, sharing ratios and conflict resolution
• Manage shift-balanced engagement calendar ensuring equal service across all shifts
• Diagnose experience issues from data, design interventions and measure results
• Manage conference room support: setup, AV, catering, supplies and cleanup
• Inventory and stock kitchen/office supplies; manage vendor relationships
• Establish and curate wellness programs such as pop-up clinics and wellness room utilization
• Elevate office community standards by designing programs and fostering collaboration across multiple business units

• Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders
• Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord

• Interpret data, perform root cause analysis and link facility performance to…