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.   

Key Responsibilities:

Operational Excellence / Program Development

·       Works closely with Account leadership and the client to understand the goals, objectives and focus areas for Experience Services on the account

·       Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our client and JLL

·       Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies

·       Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating with other service lines

·       Ensures operational excellence in day to day service delivery including the development of playbooks and programs which improve the efficiency and effectiveness, performance, quality, safety and risk for our clients that are measured with appropriate performance metrics

·       Manages 3rd party suppliers in the delivery of services aligned with experience programs

·       Achieves and exceeds goals including performance goals, financial plan goals and team goals

·       Contributes to the overall technology roadmap, in support of JLL’s digital drive initiatives

·       Perform additional job duties, as requested by account team

Experience Management

·       Develops and implements a customer experience training plan that enables exceptional service delivery across the account.  Perpetuate a culture of hospitality.

·       Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial / business decision making, demonstrates honesty and integrity, leads by example

·       Encourages and builds mutual trust, respect and cooperation among team members

·       Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client statements of work and service level agreements

·       Ensures that expectations and objectives are clearly communicated

·       Establishes and maintains open, collaborative relationships with direct reports and entire account team.  Ensures all team members meet these same expectations.

·       Builds meaningful lasting relationships with the JLL platform team to promote confidence, innovation and best practices

·       Acts as a resource and subject matter expert sharing industry expertise, best practices and thought leadership

Ensuring Exceptional Customer Service

·       Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material service provider service issues, information security, any impacts to account KPIs); develops solid recommendation options for resolution

·       Engages key customer contacts to identify areas for improvement

·       Creates and shares corrective action plans based on KPI results, surveys, leading indicators with key client contacts

·       Utilizes JLL technology tools to identify and create actionable insights to improve service delivery

·       Work with other Experience platform resources to identify account opportunities

·       Maintains a thorough knowledge of the competitive environment and articulates JLL’s value proposition

·       Acts with a sense of urgency to address service issues

·       Provides continual feedback to team members to improve performance and develop service capabilities

Estimated total compensation for this position:

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:

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 and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

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 contact us at Accommodation Requests. 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.