Experience Program Manager

Experience Program Manager JLL Experience Services

What this job involves: As an Experience Program Manager within JLLs Experience Services team you will serve as an on-account role responsible for identifying and pursuing opportunities through strategic advisory services while leveraging industry benchmarking and market insights to provide guidance that supports client expansion and adds value across their portfolio. This position requires you to serve as a trusted business partner focusing primarily on breakroom services and comprehensive workplace amenities while demonstrating strong client-facing capabilities and cultural alignment with client values. Youll drive mutually beneficial outcomes through innovative service delivery while demonstrating JLLs leadership behaviors by inspiring teams and clients working collaboratively across the enterprise simplifying complex service delivery challenges making intentional data-driven decisions and staying future-ready through continuous innovation and transformation.

What your day-to-day will look like:

Strategic Program Support & Advisory Services:

Support program strategy scope goals and deliverables that drive client objectives in collaboration with account leadership client stakeholders and team members

Support customer engagement initiatives through program development and knowledge sharing while offering expert insights on workplace trends

Provide best practices and innovative solutions to enhance workplace experience for comprehensive client value

Stay informed about industry trends emerging technologies and best practices to identify opportunities for service enhancements

Leverage industry benchmarking and market insights to guide strategic decision-making and client recommendations

Performance Management & Financial Oversight:

Create and support adoption of KPIs to assess performance operational effectiveness and ROI of strategic projects

Analyze and assess financial statement data to inform planning and decision-making for optimal program performance

Maintain high-quality services through financial management risk assessment issue resolution and continuous improvement

Develop comprehensive reporting and analytics to track program success and identify optimization opportunities

Vendor Relations & Partnership Management:

Establish and maintain relationships with external vendors service providers and consultants to support workplace programs and projects

Ensure vendor partnerships contribute positively to overall workplace experience through operational excellence and performance monitoring

Negotiate and manage vendor contracts while ensuring alignment with client objectives and service level agreements

Conduct regular vendor performance reviews and implement improvement initiatives as needed

Client Relationship & Communication Management:

Proactively seek and share feedback from clients stakeholders and end-users to understand vision satisfaction levels and identify areas for service enhancement

Anticipate and respond to client stakeholder needs and concerns while transforming problems into opportunities

Project and practice consistent ownership attributes while providing high-level customer service at all points of contact

Communicate proactively across all levels of organization and multiple departments in clear and concise manner

Operations & Cross-Functional Collaboration:

Provide team support in operational matters while ensuring smooth day-to-day functioning of workplace services

Work cross-functionally to deliver as one team while integrating experience concepts and supporting all capabilities

Proactively identify gaps and escalate risks and issues at account level including audit findings client complaints vendor service issues information security and KPI impacts

Coordinate with various JLL service lines to ensure seamless service delivery and client satisfaction

Innovation & Continuous Improvement:

Engage in continuous improvement and innovation by leveraging business intelligence and participating in best practice development at Experience Services platform level

Adopt and support development of new tools process re-engineering and innovations that provide service delivery improvements

Research and implement emerging technologies and methodologies to enhance workplace experience delivery

Lead pilot programs and testing of innovative service delivery concepts

Required Qualifications:

Education and Experience: Bachelors degree or Masters degree preferred or equivalent combination of education and experience

5 years prior experience in client advisory services soft services facility management or operations preferred

Knowledge of commercial real estate or hospitality industry preferred

Experience with strategic program management and client relationship management

Travel and Location Requirements: Must be able to travel up to 35% for client meetings site visits and program implementation

Target hiring locations: Wichita KS Atlanta GA and Auburn Hills MI

Role expected to be majority in-office with some work-from-home flexibility

Technical and Analytical Skills: Strong analytical and financial aptitude for comprehensive data analysis and decision-making

Proficient skills in Microsoft Office Suite including Word Excel PowerPoint Planner and Outlook

Experience with project management and data visualization tools including Smartsheet for project tracking and maintenance

Ability to create maintain and analyze business intelligence (BI) reporting and dashboards to support data-driven decision making

Comfort with digital tools and platforms to enhance service delivery and operational efficiency

Communication and Interpersonal Skills: Excellent verbal and written communication skills with ability to communicate professionally at all levels of organization

Strong presentation and active listening skills for effective client and stakeholder engagement

Contribution motivated highly collaborative and strong interpersonal skills

Track record of initiative integrity and good judgment in professional environments

Professional Competencies: Ability to manage multiple priorities and deliver results in fast-paced heavily matrixed environment

Experience with performance management and KPI development for service delivery optimization

Understanding of workplace trends and employee experience best practices

Capability to work effectively with diverse teams and stakeholders across multiple functions

Location: Wichita KS / Atlanta GA / Auburn Hills MI (Majority in-office with WFH flexibility)

Travel Requirement: Up to 35%