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.   

Workplace Experience Manager – JLL

What your day-to-day will look like:

Participate in the creation and implementation of inspections and other quality practices and procedures for Space Planning, Housekeeping, Food Services and Landscaping.Build and maintain strong, long-term relationships with key stakeholdersContinuously monitor established quality procedures and resolve internal quality issues and customer complaints concerning product and or service dissatisfaction.Proactively identify customer needs and translate them into actionable solutions·Monitor service delivery quality and implement continuous improvement initiativesBuild and implement programs to evolve and improve the future state of campus lifeProvides leadership and direction to advance service quality and enhance the client partnership.Analyze trends and utilize data to anticipate and proactively address issues in the environment and provide process enhancements to improve campus life.Direct oversight and responsibility for managing the soft services vendors along with 3-5 direct reports.   Resolve customer issues and complaints promptly and professionallyFacilitate communication between technical teams and non-technical stakeholdersGather and analyze customer feedback to drive service enhancementsCollaborate with laboratory management to optimize workflows and processesSupport business development efforts through exceptional customer retentionDevelop and maintain customer service protocols and best practices

Preferred Qualifications: 

Bachelor’s degree or equivalent work experience in Facilities or Property Management required; Customer Service experience preferred5+ years of facility/maintenance management experienceCMMS experience, preferable with Maximo and Crowd ComfortProven track record in high-pressure, time-sensitive environmentsResilient and adaptable in high-stress situationsDetail-oriented with strong analytical thinkingCollaborative team player with leadership potentialCustomer-focused mindset with service excellence orientationAbility to work independently and manage multiple prioritiesClient service-oriented attitudeStrong Attention to DetailExcellent verbal and written communication skillsStrong organizational, prioritization, and interpersonal skillsPersonal attributes should include honesty, trustworthiness, respect for others, flexibility, and sound workplace ethics in a diverse environment.Advanced computer and office software skillsExpert level Proficiency with Microsoft Office programs such as Excel, Outlook, Word, etc.Knowledge of kitchen equipment preventive maintenance and repairs

Required Qualifications:  

Innovation: A true innovator who brings diverse thoughts and continuous improvement. Participates in creation and implementation of inspections and other quality practices and procedures.Customer Focus/Experience: Genuine service-oriented individual that is focused on customer experience and able to provide continued monitoring of established quality procedures, resolve internal quality issues and customer complaints concerning product and/or service dissatisfaction.Compliance: Familiarization with applicable codes, complying with specifications, and ensure standards are met within the scope of company policies and procedures, and in compliance with all federal and state regulations.Vendor Management: Closely monitors work requests communicated by JLL, the client and vendors. Continuously raise the bar in vendor quality and service while reducing overall costs. Partners with vendors to continuously improve service quality and resolve/troubleshoot service issues.

Location: Onsite

Work Schedule: Monday-Friday 8a-5pm

Estimated total compensation for this position:

115,000.00 – 135,000.00 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 –Devens, MA

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 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 accomodationrequest@am.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.

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.