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 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.   

What this job involves:

The SSC Commute Program Manager will be responsible for managing and developing a best-in-class, employee-facing communications and customer service program for a large corporate client. This position will work closely with Commute CSX teams and Commute Program Managers and will manage a team of CSX Coordinators. The team leverages various commute software programs to manage parking and shuttle programs, while also assuming responsibility for overseeing all key commuting communications to ensure the delivery of friendly, accurate, and timely information. The Commute team manages transportation planning and transportation demand management (TDM) programs for large scale corporate office facilities across North America. The team is dedicated to providing employees with a variety of innovative transportation options that reduce their reliance on driving alone. You will supervise and lead a team of customer service coordinators in the development of a best-in-class customer service program while clearly communicating, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership, and front-line employees. You will manage employee communication channels to respond to and resolve high-visibility commute related escalations in a fast-paced and demanding environment.

What your day-to-day will look like:

• Supervise and lead a team of customer service coordinators in the development of a best-in-class customer service program
• Clearly communicate, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership, and front-line employees
• Manage employee communication channels to respond to and resolve high-visibility commute related escalations in a fast-paced and demanding environment
• Act as a Subject Matter Expert (SME) and central liaison on all matters related to the day-to-day operations of the program
• Partner with internal and external stakeholders to manage and improve the employee experience associated with the commute program
• Develop and report on Key Performance Indicators for the program
• Partner with internal client stakeholders to manage supplier reviews, sourcing, contract and service quality review, and financial tracking, providing recommendations based on findings
• Develop processes that standardize program administration across North America
• Maintain accurate commute records in a software database with a high degree of data integrity, developing and administering additional processes when the software is unable to be utilized
• Utilize a variety of tools to analyze parking utilization and capacity, providing recommendations to stakeholders on how to further drive commute efficiency
• Coordinate with team members to facilitate data analysis and reporting for all program elements, including shuttle ridership data, route performance data, environmental impact, and financials while maintaining database of all customer feedback and operational incidents
• Manage components of a monthly parking program including request processing, parking device distribution, cancellation, and device collection while tracking inventory, maintaining waitlists, and allocating availability
• Create monthly reports that summarize parking capacity and utilization trends
• Recommend staff recruitment, selection, promotion, advancement, corrective action, and termination as needed while planning and monitoring appropriate staffing levels, utilization of labor, and delegation of duties.

Required Qualifications:

• BA/BS in transportation planning, real estate, urban planning, communications, business, or a related field
• 5+ years of experience working in transportation demand management, program administration, communications, customer service, or related field where relevant skills can be demonstrated
• Program management and program development experience
• Experience working in a call center environment
• Strong quantitative and data analysis skills; intermediate knowledge of database management
• Demonstrated ability to coach and manage a team, and provide leadership that inspires a team to excel in a demanding environment
• Ability to proactively identify process and program improvements and make recommendations
• Intellectual curiosity and a desire for continuous improvement
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Ability to provide efficient, timely, reliable, and courteous service to customers
• Demonstrated ability to draft clear communications and communications plans
• Experience building consensus across a diverse range of stakeholders and driving complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment
• Strong public speaking skills and the ability to lead short but effective meetings with stakeholders
• General knowledge of financial terms and principles; ability to calculate intermediate figures such as percentages, discounts, and commissions
• Ability to comprehend, analyze, and interpret complex documents
• Advanced analytical and quantitative skills
• Proficiency using MS Office Suite, including intermediate to advanced knowledge of Excel.

Preferred Qualifications:

• SmartSheet, Tableau, and SharePoint experience
• Enthusiasm for/interest in sustainable transportation
• Track record managing and developing best-in-class, employee-facing communications and customer service programs for large corporate clients
• Experience working closely with Commute CSX teams and Commute Program Managers
• Background managing teams of CSX Coordinators
• Experience leveraging commute software programs to manage parking and shuttle programs
• Track record overseeing key commuting communications to ensure delivery of friendly, accurate, and timely information
• Experience managing employee communication channels to respond to and resolve high-visibility commute related escalations
• Background acting as Subject Matter Expert (SME) and central liaison on all matters related to day-to-day operations of programs
• Experience partnering with internal and external stakeholders to manage and improve employee experience associated with commute programs
• Track record developing and reporting on Key Performance Indicators for programs
• Background partnering with internal client stakeholders to manage supplier reviews, sourcing, contract and service quality review, and financial tracking
• Experience developing processes that standardize program administration across North America
• Track record maintaining accurate commute records in software databases with high degree of data integrity
• Background utilizing tools to analyze parking utilization and capacity
• Experience coordinating data analysis and reporting for program elements including shuttle ridership data, route performance data, environmental impact, and financials
• Track record managing components of monthly parking programs including request processing, parking device distribution, cancellation, and device collection
• Experience preparing and delivering performance appraisals for staff
• Background mentoring and coaching team members to further develop competencies
• Experience coaching and developing team members to become Subject Matter Experts (SMEs) in all things related to assigned parking.

Location: On-site

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

Location:

On-site –Belen, CRI

Job Tags:

GREF

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!

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're pursuing.

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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 [email protected]. 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.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a [email protected]. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.