Workplace Experience Site Lead

Workplace Experience Site Lead

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.

JLL Experience Services team members are "experts who create value through lasting partnerships." At JLL, it is our goal to provide workplace experiences that will be long remembered by our clients. We set the standard for superior experiences for our clients and our teams.

Job Summary

This Workplace Experience Site Lead is responsible for driving a proactive workplace experience vision and championing hospitality standards across the assigned site. This role serves as the strategic leader for on-site experience-related programs and services, focusing on delivering exceptional, human-centric experiences that delight employees and guests while consistently achieving agreed upon outcomes. This on-site role elevates beyond operational management to encompass strategic leadership, team development, stakeholder engagement, communications and change enablement, technology integration, and governance oversight, while maintaining safe working practices throughout all service delivery.

The role acts as a key partner to site leadership and onsite teams, driving consistent implementation of experience programs and fostering a culture of continuous improvement and innovation. A critical aspect of this role is leading the team through transformation, introducing proactive service models, and establishing clear governance frameworks. This role requires demonstrating JLL's 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.

Job Responsibilities

Leadership & Operations

• Build and deliver an evolving workplace experience strategy, translating client priorities into an executable roadmap that transforms the experience for our client's employees and guests

• Lead cultural transformation from reactive to proactive service delivery models, establishing standard work, service recovery practices and performance accountability

• Identify value-add opportunities for Experience Services enhancement using data, voice-of-customer insights, and operational performance trends

• Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans

Customer Experience & Engagement

• Design customer journeys that optimize employee and guest interactions with defined success measures

• Collect, analyze, and act upon user feedback to drive continuous improvement, measure impact and close the loop with stakeholders

• Ensure the team provides exceptional, proactive customer service at all touchpoints that build community and elevate the experience, while meeting expected service levels and quality standards

Change & Stakeholder Management

• Improve stakeholder communication processes for information flow across all organizational levels, using clear governance and decision-making processes

• Create proactive communication plans for workplace programs and events, including success metrics and feedback mechanisms

• Equip teams with the knowledge, tools, and resources to lead and manage change effectively

• Build cross-functional relationships with Security, IT, Facilities, and service partners

• Provide clear touchpoints and coordination across the workplace ecosystem, ensuring desired outcomes are met

Team Management & Development

• Manage and develop onsite Experience Services team performance and professional growth

• Build high-performing, agile teams capable of delivering elevated employee experiences

• Develop succession plans and talent pipelines for key team positions to ensure service continuity

• Foster teamwork, collaboration, and performance excellence recognizing results and addressing performance gaps with timely action plans

Governance, Vendor & Program Management

• Maintain and continuously refine operational playbooks, standard operating procedures, and best practices while ensuring data integrity across all experience-related systems

• Govern food service, mail/print, and amenity vendors including contract and performance management, and financial oversight to ensure service excellence and compliance

• Manage financial plans, forecasts, and financial performance for experience programs, ensuring alignment with client objectives and delivering cost-effective solutions

• Capture and analyze performance metrics to provide actionable insights and structured leadership reporting that drives continuous improvement and informed decision-making

Knowledge, Skills & Abilities

• Contribution motivated, highly collaborative, and strong interpersonal skills

• Experience leading workplace transformation initiatives, preferred

• Excellent communication, presentation, and stakeholder management

• Minimum 5 years in hospitality, experience services, or facility management with large-scale operations, preferred

• Bachelor's Degree, or equivalent combination of education and experience

• Ability to manage competing priorities and deliver results in a fast-paced, matrixed environment

• Minimum 3-5 years of people management experience skills

• Strong analytical, organizational, and financial management capabilities

• Proficiency with Microsoft Office Suite, workplace management systems and technology platforms for project tracking and to enhance service delivery and operational efficiency

Key Competencies: Strategic thinking, leadership presence, customer-centric orientation, cross functional collaboration, innovative mindset, impactful communication strategies, change enablement leadership, and proactive self-starter mindset.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Location:

On-site –Atlanta, GA

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
• Early access to earned wages through Daily Pay