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.   

Job Summary

The Employee Services Manager is responsible for all aspects of experience focused services on the Asurion account including guest services, marketing and communications, customer experience training and operations. The Experience Manager will oversee an integrated service offering that positively impacts how the workplace is experienced by our Client’s employees and guests. Services may include, but are not limited to, reception / guest services, concierge, fitness, foodservices, meeting & event planning, transportation, site tours and other high touch employee services. The Experience Services Manager will be expected to provide superior client service while enhancing their individual personal and professional skills. The role is Client facing and must be able to exhibit exceptional customer service and communication skills.

Responsibilities

• Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account. 

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

Qualifications:

• Bachelor’s degree Preferred

• 7-10 years prior experience in Soft Services, Facility Management or Operations and/or knowledge of commercial real estate or hospitality industry, preferred.

• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.

• People manager experience preferred.

• Exceptional customer service skills with a passion for hospitality

• Track record of initiative, integrity and good judgement.

• Highly collaborative with strong interpersonal skills.

• Excellent verbal and written communication skills with the ability to communicate professionally.

• Proficient skills in Microsoft Office Suite (Excel, Word, PowerPoint, Visio, Outlook, Teams and Access).

• Develops and leads projects and initiatives that that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL. 

• Works in conjunction with the Client HR, Communications, Wellbeing and Event teams on initiatives, programs and events across the portfolio.

• Act as single point of contact for Client Executive Assistants, Employee Resource Groups, Business Units and Corporate Events teams for all activities within the portfolio.

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

• Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services. 

• Develops and implements a customer experience training plan that enables exceptional service delivery across the account globally.

• Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.

• Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s).

• Anticipation and response to needs and concerns of clients. 

• Produce monthly and annual budgets and report on forecasts of in scope services

• Create and present monthly and quarterly operating reports to include engagement, utilization/participation, satisfaction, cost/value analysis and other performance metrics to ensure high performing services are being provided.

• Perform additional job duties, as requested. 

                                                                                     

Benefits

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, include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Compensated for Holidays Worked

• Pay differential for Night Shift Employment

About JLL

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility.

That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued, and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.

Location:

On-site –Nashville, TN

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.

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.

Accepting applications on an ongoing basis until candidate identified.