Workplace Experience Manager

About the Role JLL Workplace Experience Manager / Office Concierge (M1) Location & Schedule Location: Richardson, TX 75082 Work Schedule: Onsite, M-F 8 - 5 PM + on-call Compensation Estimated base salary range: $85,000 - $105,000 What this job involves As Workplace Experience Manager, you are the single accountable JLL voice for a 24/7 Center of Excellence—a 1,000-person state-of-the-art call center facility where the workplace is the production floor. You'll combine concierge-level hospitality with site manager authority, leading service delivery across all shifts, managing teams and vendors, holding commercial authority, and serving as the primary point of accountability during site events. At this critical facility a service failure at 03:00 impacts the client’s business operations not just goodwill. Site Leadership & Accountability Hold single-point accountability for 24/7 service delivery across all shifts, including subcontracted and landlord services Own site operating plan, service standards and escalation matrix; update the playbook as the operation evolves Lead JLL and subcontracted teams: manage rosters, coverage, performance and development Design 24/7 coverage model and close gaps before they impact service Set and audit shift handover standards for seamless continuity Resolve operational bottlenecks and workplace conflicts with minimal guidance from upper management Ensure all facilities operations meet local, state, national and client-specific requirements; maintain compliance documentation and proactively address regulatory gaps Client Relationship & Governance Serve as the initial point of contact for all Client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of Client employees and guests Own client site leadership relationship; chair weekly, monthly and quarterly performance reviews Represent JLL in performance discussions and own response to dissatisfaction Anticipate leadership needs; host executive visits and interface with executive assistants Author workplace communications ensuring timely delivery to all shifts Commercial & Financial Ownership Build annual budget, own monthly forecast and write variance narratives Hold delegated spend authority; approve invoices and emergency spend Source, negotiate and award subcontracted services within authority Ensure vendor contracts, SOWs, invoicing and KPIs align with client requirements Run vendor scorecards and quarterly reviews; partner with JLL Sourcing to issue corrective action or replace underperformers Identify and validate savings and cost avoidance Landlord & Asset Stewardship Leased sites: interpret lease, enforce landlord obligations, chair quarterly reviews and escalated as needed Leased sites: administer after-hours costs and review annual expense reconciliations Owned sites: own asset assessments, capital plans and lifecycle recommendations Own compliance register and escalated unresolved risks Workplace Experience Own shift seat strategy, sharing ratios and conflict resolution Manage shift-balanced engagement calendar ensuring equal service across all shifts Diagnose experience issues from data, design interventions and measure results Manage conference room support: setup, AV, catering, supplies and cleanup Inventory and stock kitchen/office supplies; manage vendor relationships Establish and curate wellness programs such as pop-up clinics and wellness room utilization Elevate office community standards by designing programs and fostering collaboration across multiple business units Risk, Safety & Continuity Available 24/7/365 to support business operations; lead incident response, conduct root cause analysis, and implement corrective actions to prevent service lapses; provide timely status updates to Account Leadership and key stakeholders Recommend shelter-in-place, evacuation or closure; coordinate with client and landlord Data, Insight & Improvement Interpret data, perform root cause analysis and link facility performance to call-handling impact Present actionable insights and recommendations to leadership Own continuous improvement pipeline and track results Represent JLL in audits and own corrective action plans Submit and track work orders; coordinate preventative maintenance Required Qualifications High School diploma or equivalent. 5+ years in workplace experience, facilities management or hospitality, with 2+ years leading a team or site. Demonstrated P&L or budget ownership with delegated spend authority. Experience managing subcontractors including sourcing, score carding and corrective action. Experience in 24/7 or multi-shift operations. Working knowledge of lease structures and landlord obligations. Fluency in operational data: dashboard to root cause to recommendation independently. Exceptional customer service and professional communication at all levels. Proficiency in MS Office Suite, CMMS and space management platforms. Composure under pressure; ability to take incident command with incomplete information. Strong organizational skills, independent judgment and professional demeanor. Preferred Qualifications Bachelor’s Degree in a related area or equivalent combination of education and experience. Experience with work order systems, vendor coordination and facility operations. Knowledge of invoice processing and accounts payable. Experience with onboarding processes or emergency preparedness/incident command. Background in hospitality or workplace services in corporate/mission-critical environments. Benefits 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 Equal Opportunity & Accessibility 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 email us at View email address on click.appcast.io. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page. This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. About JLL JLL empowers you to shape a brighter way. 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 is a leading global commercial real estate and investment management company. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAY. For over 200 years, JLL (NYSE: JLL) has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. 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. #J-18808-Ljbffr