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 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.

*Onsite 5 days/week*

What this job involves - The Experience Lead will oversee the experience from the first day of business to the last day of business. The Experience Lead will work in a broad range of areas related to commercial real estate, to support and drive workplace and executive experience programs and portfolio changes with a variety of stakeholders. The Experience Lead will be expected to increase the level of engagement and partnership between JLL, service partners, and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This client-facing role provides the opportunity to combine your passion for experience, facility operations, organizational skills, brilliant people skills, and enthusiasm for creating a hospitality-focused workplace environment into your day-to-day.

Client Relationships

• Proactively develop and manage Client relationships ensuring that expected service levels are achieved.
• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.
• Deliver an exceptional quality of service to the Client, as reflected by Client feedback.

Service Delivery

• Programmatically manage and oversee service delivery of experience to executives and their support teams across the portfolio.
• Drive workplace experience initiatives, including surprise & delight activities, across the portfolio.
• Develop and implement a suite of management information reports applicable to the contract and as agreed with the Client.
• Ensure smooth transition of sites as they change building status.
• Oversee Reception and Shipping & Receiving programmatically ensuring a positive end-user experience.
• Ensure awareness is shared with appropriate points of contact as buildings change status.
• Develop and execute process improvements and program launches.
• Manage team training and development platforms.
• Support Financial deliverables for the Program’s Team.
• Develop a deep understanding of contract key performance indicators (KPIs).
• Work with cross-functional teams to maintain existing programs and to create new programs and process improvements as identified by client and JLL.
• Analyze data and metric variances, recommend and implement change to programs and mitigation strategies aimed at improving performance results.
• Understanding of lease agreements, lease transactions, and amendments.
• Participate in special projects and/or facilitate ad hoc project requests as required.
• Provide communications support for internal and external account marketing and communications, including online content management.
• Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account.
• Manage the relationship with the Client’s Program SMEs and translate their business objectives into JLL’s account business plan.
• Ensure data integrity of JLL internal resources and audit from time to time.
• Establish and deliver key account initiatives as determined and agreed with the Account Leadership Team and Client.

Leadership

• Identify savings and improvement opportunities, or problems requiring innovative solutions.
• Regular reporting and updates to clients and colleagues, ensuring full understanding of progress, direction, and expected results at all times.
• Participation in a global, ad hoc ‘flow to work’ team which responds to emerging needs by allocating expert resources (typically with the Global Programs team).
• Promote success powerfully, such that our client recognizes the value of your work.

Sound like you? To apply you need:

• 3-5 years relevant work experience.
• Excellent communication and presentation skills (verbal and written).
• Strong analytical skills with a track record of identifying potential issues proactively and formulating solutions and contingency plans.
• Process Management experience or demonstrated skills. Results-driven – the ability to analyze, act, and implement to ensure we achieve desired results.
• Strong leadership, organizational, and execution skills.
• Client relationship management. Must be highly credible in front of senior executive-level client personnel.
• Represents ideas effectively with strong persuading and influencing skills, and powerfully communicates the value of our successes.
• Team-building. Key stakeholders and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical.
• Flexibility. We need to understand regional/cultural/contextual differences and allow for local expression without compromising global coherence.
• Experience of extrapolating and visualizing data to derive actionable intelligence.
• Advanced user of Google Suite applications.

Estimated total compensation for this position:

143,600.00 – 188,720.00 USD per year. The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity, and alignment with market data.

Location:

On-site – Mountain View, CA

Job Tags:

Google Jobs

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.

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