Site Lead - San Francisco

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 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. Key Responsibilities This role is based onsite and requires presence at the client's San Francisco office. Your primary focus will be delivering end-to-end customer experiences while managing core operational tasks effectively. Adhere to all JLL and client policies and values. Observe the way both Atlassian staff and Atlassian processes work so you can anticipate future needs and propose improvements. Communicate with your stakeholders and with your customers through 1-to-1 interactions, focus groups and company tools to maintain feedback loops and gain real time insights. Run high-visibility, high-impact strategic programs (which range from technical delivery, analytics deep dives, customer insights, operational efficiency, and change management). Work across the organization and company to drive outcomes, align with business owners and stakeholders, mitigate risk, and deliver value to our internal and external customers. Key Responsibilities combine with day-to-day Focus on critical priorities and projects that drive client goals and OKRs. Introduce new tools, processes, and products in your region as part of global rollout plans. Support and drive internal customer initiatives by utilizing data to showcase the tangible customer impact of new or enhanced processes, products, and services. Identify and document recurring issues for operational enhancements. Efficiently manage financial programs, including special program budgets, OPEX budget, procurement process, and cost centers. Creative and Innovative ideas and concepts for enhancing Workplace Experience support. Conduct New Hire onboarding sessions and contribute to process improvement projects and feedback. Maintain a comprehensive understanding of your office's performance indicators. Collaborate with your regional manager to develop plans aligning with business targets. Identify opportunities for cross-functional team collaboration during visits to Atlassian offices. Assist with workplace-related request tickets. Effectively communicate operational risks and adhere to established escalation procedures. Participate in regular team training and complete professional development courses. Travel may be necessary. Provide guidance during daily operations and emergencies, acting as a floor warden when needed. Critical Competencies for Success Ensuring Exceptional Customer Service Proactively anticipating and addressing client needs and concerns, effectively turning challenges into opportunities. Assuming responsibility for enhancing each employee's on-site experience and actively pursuing ways to exceed expectations. Demonstrating visible engagement and establishing a strong presence in the workplace. Client Focus & Relationship Management Demonstrates a proactive and professional approach to customer service and stakeholder engagement. Capable of engaging with a diverse range of client staff, including senior management. Possesses a customer service-oriented mindset. Identifies potential risks and promptly escalates them to prevent any privacy breaches, security incidents, or disruptions to Atlassian's operations. Monitors and oversees the performance of third-party vendors in relation to service delivery. Proactively identifies and escalates risks and issues at the account level (such as audit findings, client complaints, significant vendor service issues, information security concerns, and any impact on Account KPIs). Embraces a culture of continuous improvement and innovation by utilizing business intelligence, embracing and contributing to the development of best practices at the IFM platform level, including the adoption of new tools, process re-engineering, and other initiatives aimed at enhancing service delivery efficiencies. Results Focus Showcases unwavering dedication to clients. Pays meticulous attention to detail and offers valuable support to maintain uniformity. Demonstrates adept time management, organizational prowess, and effective planning abilities. Integrates a risk management approach across all operational facets. Displays flexibility in embracing change and resilience in challenging situations. Consistently surpasses set objectives, encompassing performance and customer service targets. Adheres to and carries out tasks in alignment with SLAs, standard procedures, upholding a professional brand image, and ensuring compliance with relevant local laws and regulations. Key Skills Self-motivated, confident, and energetic. Focus on customer/client experience. Possesses problem-solving skills and the ability to navigate ambiguity. Capable of thriving in a fast-paced environment and handling challenging situations effectively. Flexible and adept at adapting to rapidly changing circumstances. Goal-oriented with a focus on achieving all performance targets. Strong communicator with excellent presentation skills and proficient in verbal and written communication (English); also an attentive listener. Demonstrates honesty and trustworthiness. Estimated total compensation for this position: 85,800.00 – 124,400.00 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 –San Francisco, CA 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 JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement . For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here . Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment. Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest. Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate. California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.If you are viewing this on a mobile device you may want to view the CCPA version on a larger device. Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Accepting applications on an ongoing basis until candidate identified. #J-18808-Ljbffr JLL