Workplace Experience Lead

Overview The Workplace Experience Lead oversees all aspects of experience-focused services on the account. They develop and implement a comprehensive strategy for soft services, amenity programming, customer experience training, and operations to contribute to a positive workplace experience for employees and guests. The role includes managing services such as reception/guest services, food services, meetings & events, mail, print, and other high-touch employee services. Responsibilities Collaborate with account leadership and client stakeholders to align on the workplace experience vision and outcomes. Create detailed and actionable business plans with goals, strategic initiatives, timelines, resources, and steps to achieve them. Execute and monitor the business plan by coordinating cross-functional teams, guiding efforts, and facilitating communication for smooth implementation. Monitor progress and impact of initiatives using KPIs; analyze data and adjust strategies to continuously improve. Manage Experience Services operations, ensuring processes and systems are aligned across the account and optimized. Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs. Stay informed about industry trends, emerging technologies, and best practices to drive service enhancements. Develop and monitor workplace budgets and manage expenses according to financial guidelines. Build and nurture relationships with team members, colleagues, and stakeholders; foster open, empathetic, and respectful communication. Demonstrate effective leadership, integrity, accountability, and professionalism; foster an inclusive and ethical work environment. Lead and mentor a team of workplace professionals; provide coaching and development opportunities. Develop and implement customer experience and upskilling training plans for exceptional service delivery globally. Establish staffing guidelines and communicate performance expectations, standards, and metrics to the team. Set clear success criteria and explain how performance will be evaluated. Deliver exceptional customer service by seeking feedback, driving improvements, and exceeding expectations. Anticipate client needs, address concerns, and transform problems into opportunities. Proactively identify and escalate risks and issues at the account level. Encourage teamwork, knowledge sharing, and collaboration; promote continuous improvement and innovation across the Experience Services platform. Qualifications Required: 5+ years of experience in Soft Services, Facility Management, or Operations; knowledge of commercial real estate or hospitality preferred. Proven leadership skills with ability to manage multiple priorities in a fast-paced, matrixed environment. Strong initiative, integrity, and good judgment. Analytical/financial aptitude with ability to gather data, assess situations, and develop solutions. Highly collaborative with strong interpersonal skills. Excellent verbal and written communication skills. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Access). Preferred: Bachelor’s degree in hospitality or related field. Work Environment and Compensation Location: On-site – Newark, NJ. Estimated compensation: 160,000.00 – 196,000.00 USD per year. Final compensation based on qualifications and other factors. Hours may vary to support business needs and client events; reasonable notice provided for schedule changes. This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Additional Information Equal Employment Opportunity (EEO) statements and accommodations information are available in company policy documents. For candidates in the United States, refer to the Candidate Privacy Statement and applicable privacy notices in the career site pages for each country. #J-18808-Ljbffr Jones Lang LaSalle Incorporated