Program Manager

Overview

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.

The Experience Program Manager is an on-account role within JLL's Experience Services team. This position is responsible for supporting program operations and client advisory services, leveraging industry benchmarking and market insights to provide guidance that supports client objectives and adds value across their portfolio. This position serves as a trusted business partner, focusing primarily on breakroom services and comprehensive workplace amenities.

The role requires strong client-facing capabilities, cultural alignment with client values, and the ability to drive mutually beneficial outcomes through reliable service delivery. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation.

Strategic Program Support & Advisory Services

• Support program strategy, implementation, scope management and deliverables that drive client objectives in collaboration with account leadership and client stakeholders
• Support customer engagement initiatives through program development and knowledge sharing, offering insights into workplace trends, best practices, and innovative solutions to enhance workplace experience
• Assess client needs to recommend optimal onsite food service solutions, including vending, micro market options, coffee service, and equipment recommendations
• Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements

Performance Management & Financial Oversight

• Support creation and adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
• Analyze program financial data to support program planning and provide recommendations that align with client vision
• Maintain high-quality services through operational management, risk assessment, issue resolution, and continuous improvement

Vendor Relations & Partnership Management

• Establish and maintain relationships with vendors, service providers, and consultants to support workplace programs and projects
• Ensure vendor partnerships contribute positively to the overall workplace experience through operational excellence and performance monitoring

Client Relationship & Communication Management

• Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas for service enhancement
• Anticipate and respond to client stakeholder needs and concerns, transforming problems into opportunities
• Present program recommendations and options to stakeholders, explaining benefits and implementation considerations
• Project and practice consistent ownership attributes, providing high-level customer service at all points of contact
• Communicate proactively across all levels of the organization and multiple departments

Operations & Cross-Functional Collaboration

• Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services
• Work cross-functionally to deliver as one team, integrating experience concepts and supporting all capabilities
• Proactively identify gaps and escalate risks and issues at the account level (audit findings, client complaints, vendor service issues, information security, and KPI impacts)
• Support new site setup and breakroom program implementation

Innovation & Continuous Improvement

• Support continuous improvement and innovation by participating in best practice development at the Experience Services platform level
• Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements

Knowledge, Skills & Abilities

• Bachelor's Degree, or equivalent combination of education and experience
• 3-5 years prior experience in operations, facility management, food service operations, client advisory services, and/or hospitality industry, preferred
• Experience with food service operations, breakroom management, or workplace amenities preferred
• Must be able to travel 25-35%
• Target hiring locations:
  Wichita, KS, Atlanta, GA, and Auburn Hills, MI. This role is expected to be majority in-office with some WFH flexibility
• Ability to manage multiple priorities and deliver results in a fast-paced…