Workplace Experience Site Lead

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 peopleand empowering them tothrive, 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.

Join JLL's Experience Services team as a Workplace Experience Site Lead, where you'll drive a proactive workplace experience vision and champion hospitality standards that create lasting value for our clients. This strategic leadership position is essential to JLL's commitment to delivering exceptional, human-centric experiences that delight employees and guests while consistently achieving agreed-upon outcomes. You'll serve as the strategic leader for on-site experience-related programs and services, elevating beyond operational management to encompass team development, stakeholder engagement, communications and change enablement, technology integration, and governance oversight. As a key partner to site leadership and onsite teams, you'll drive consistent implementation of experience programs, foster a culture of continuous improvement and innovation, and lead your team through transformation by introducing proactive service models and establishing clear governance frameworks. This is an excellent opportunity for experienced hospitality and experience services professionals who excel at strategic thinking, leadership presence, customer-centric orientation, and cross-functional collaboration while demonstrating JLL's leadership behaviors of inspiring teams, working collaboratively across the enterprise, simplifying complex challenges, making data-driven decisions, and staying future-ready through continuous innovation.

What your day-to-day will look like:

• Build and deliver an evolving workplace experience strategy by translating client priorities into an executable roadmap that transforms the experience for employees and guests, while leading cultural transformation from reactive to proactive service delivery models with established standard work and performance accountability.

• Design customer journeys that optimize employee and guest interactions with defined success measures, collect and analyze user feedback to drive continuous improvement, and ensure the team provides exceptional, proactive customer service at all touchpoints that build community and meet service levels and quality standards.

• Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans while identifying value-add opportunities using data, voice-of-customer insights, and operational performance trends.

• Improve stakeholder communication processes across all organizational levels using clear governance and decision-making processes, create proactive communication plans for workplace programs and events with success metrics, and build cross-functional relationships with Security, IT, Facilities, and service partners.

• 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, and foster teamwork and collaboration while recognizing results and addressing performance gaps.

• Govern food service, mail/print, and amenity vendors including contract and performance management and financial oversight, manage financial plans and forecasts for experience programs ensuring cost-effective solutions, and maintain operational playbooks, SOPs, and best practices while ensuring data integrity across all systems.

• Capture and analyze performance metrics to provide actionable insights and structured leadership reporting that drives continuous improvement, informed decision-making, and demonstrates the impact of experience programs on employee satisfaction and business outcomes.

Required Qualifications:

• Bachelor's Degree or equivalent combination of education and experience with minimum 3-5 years of people management experience demonstrating ability to build, develop, and lead high-performing teams.

• Strong analytical, organizational, and financial management capabilities with ability to manage competing priorities and deliver results in a fast-paced, matrixed environment.

• Excellent communication, presentation, and stakeholder management skills with ability to improve communication processes across organizational levels using clear governance and decision-making frameworks.

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

• Contribution motivated with highly collaborative nature, strong interpersonal skills, customer-centric orientation, and proactive self-starter mindset capable of driving transformation and innovation.

Preferred Qualifications:

• Minimum 5 years of experience in hospitality, experience services, or facility management with large-scale operations demonstrating strategic thinking and leadership presence.

• Experience leading workplace transformation initiatives, introducing proactive service models, establishing governance frameworks, and managing change effectively across diverse stakeholder groups.

• Proven track record of designing and implementing customer journey mapping, collecting and acting on voice-of-customer insights, and measuring impact through success metrics and feedback mechanisms.

• Experience governing vendor relationships including contract management, performance oversight, and financial management for food service, mail/print, amenity providers, and other experience-related service partners.

• Demonstrated ability to develop operational playbooks, standard operating procedures, succession plans, and talent pipelines while fostering a culture of continuous improvement and service excellence.

Location: Onsite

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:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity 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 email us at HRSCLeaves@jll.com. 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.

Accepting applications on an ongoing basis until candidate identified.