Workplace Experience Manager
Core
Single accountable voice for 24/7 service delivery at a 1,000-person state-of-the-art call center facility where the workplace is the production floor.
Role type
Senior IC Facility Operations Manager (Workplace Experience)
Builds
24/7 service delivery, operational continuity, 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 | research | client delivery | infrastructure | physical/clinical work -> client delivery (service delivery & site operations)
Required skills
P&L ownership, subcontractor management, 24/7 operations leadership, lease interpretation, operational data analysis, incident command, budget forecasting, vendor negotiation, compliance management, shift strategy design
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 subcontractors and vendor performance; build annual budgets and forecast monthly variances; interpret lease structures and enforce landlord obligations; diagnose experience issues from data and design interventions; lead incident response and root cause analysis; chair client performance reviews and represent JLL in governance.
Seniority
Senior, hands-on IC with team leadership