Workplace Experience Manager

JLL Workplace Experience Manager / Office Concierge (M1)

Location:

Richardson, TX 75082

Work Schedule:

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

Estimated base salary range: $85,000 - $105,000

As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellence—a 1,000-person state-of-the-art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events.

At this critical facility a service failure at 03:00 impacts the client’s business operations not just goodwill.

• 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; update 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 escalated 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 escalated 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…