Workplace Experience Manager
Core
Single accountable voice for 24/7 service delivery at a 1,000-person call center facility, combining concierge-level hospitality with site manager authority.
Role type
Senior IC Facility Operations Manager (Workplace Experience)
Builds
24/7 operational continuity, service standards, and client site leadership for a critical telecommunications call center.
Domain
Commercial Real Estate / Telecommunications / Facility Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
24/7 multi-shift operations management, subcontractor sourcing and scorecarding, P&L and budget ownership, lease interpretation, incident command, root cause analysis, vendor contract management, shift seat strategy design, compliance documentation
Preferred skills
Bachelor's degree, work order systems proficiency, accounts payable knowledge, emergency preparedness, onboarding processes
Technologies
MS Office Suite, CMMS, space management platforms
Responsibilities
Hold single-point accountability for 24/7 service delivery across all shifts; own site operating plan and escalation matrix; manage rosters, coverage, and performance of JLL and subcontracted teams; build annual budget and own monthly forecast; serve as primary point of contact for client employee inquiries and feedback; lead incident response and conduct root cause analysis; interpret operational data to link facility performance to call-handling impact; administer after-hours costs and review annual expense reconciliations; design and curate wellness programs and office community standards.
Seniority
Senior, hands-on IC with team leadership