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 Senior Program Coordinator, Commute will serve as the Customer Experience Subject Matter Expert (SME), providing expert-level knowledge and support for a best-in-class, employee-facing customer service program for a large corporate client. This role involves serving as the go-to expert for both managed parking and shuttle services, ensuring seamless operations and high standards of service. You will work closely with Commute Program Managers, manage vendor relationships, and ensure effective support to promote commute options and benefits. You will supervise and lead customer experience representatives for both parking and shuttle services, developing and executing a top-tier customer service program. This position requires you to coach and develop team members to become subject matter experts in all aspects of employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options. The Commute team manages commute benefits, transportation planning, and parking demand management (TDM) programs for large scale corporate office facilities across North America.

What your day-to-day will look like:

• Supervise and lead customer experience representatives for both parking and shuttle services, developing and executing a top-tier customer service program
• Coach and develop team members to become subject matter experts in all aspects of employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options
• Develop standardized training and onboarding processes for new team members, continuously enhancing these programs to meet evolving company needs and industry standards
• Utilize quantitative metrics to monitor and report on key performance indicators (KPIs) such as email response time, ticket resolution time, and accuracy, ensuring response times and completion rates meet or exceed established Service Level Agreements (SLAs)
• Track and analyze customer feedback through ticket survey responses, conducting regular audits to ensure compliance with company guidelines and providing mentorship and coaching to team members
• Efficiently handle and resolve customer escalations, ensuring timely and satisfactory resolutions while coordinating with relevant departments to address and resolve complex issues
• Audit email workflows to ensure prompt action, maintain organization, and verify the accuracy and appropriateness of sent emails, including the correct use of templates
• Oversee monthly managed parking processes and communications, ensuring proper follow-up and action on all necessary cancellations and related communications
• Implement best practices and drive continuous improvement through communication with parking garage management
• Facilitate consistent communication with project managers and stakeholders, providing comprehensive updates on program metrics, progress, and challenges
• Collaborate with shuttle and parking vendors to ensure they meet service level agreements and performance standards and handle operational logistics
• Monitor and analyze shuttle and parking services to identify areas for improvement, partnering with program manager to implement changes to optimize routes and services
• Schedule presentations, FAQs, and other events as dictated by customer inquiries
• Oversee team member management and workload delegation, conducting 1:1 meetings, training, coaching, and goal setting.

Required Qualifications:

• 2+ years of experience in transportation demand management, communications, customer service, or related field
• Program management and program development experience
• Proven team leadership experience
• Enthusiasm for sustainable transportation
• Excellent written and verbal communication skills
• Strong organizational and analytical skills
• Ability to provide efficient, timely, reliable, and courteous service to customers
• Experience building consensus across diverse stakeholders and driving complex, cross-functional programs in a fast-paced environment
• Public speaking skills and ability to lead effective meetings
• Intermediate proficiency in Microsoft Office Suite; ability to quickly learn and adapt to various software applications
• 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.

Preferred Qualifications:

• Experience serving as Customer Experience Subject Matter Expert (SME) providing expert-level knowledge and support for employee-facing customer service programs
• Track record serving as go-to expert for managed parking and shuttle services, ensuring seamless operations and high standards of service
• Background working closely with Commute Program Managers and managing vendor relationships
• Experience supervising and leading customer experience representatives for parking and shuttle services
• Track record developing and executing top-tier customer service programs
• Experience coaching and developing team members to become subject matter experts in employee commuting including parking, shuttles, rideshare, transit, carpool, bike, and walk options
• Background developing standardized training and onboarding processes for new team members
• Experience utilizing quantitative metrics to monitor and report on KPIs such as email response time, ticket resolution time, and accuracy
• Track record ensuring response times and completion rates meet or exceed established Service Level Agreements (SLAs)
• Experience tracking and analyzing customer feedback through ticket survey responses
• Background conducting regular audits to ensure compliance with company guidelines
• Experience implementing strategies to prevent future escalations
• Track record overseeing monthly managed parking processes and communications
• Experience implementing best practices and driving continuous improvement through communication with parking garage management
• Background collaborating with shuttle and parking vendors to ensure they meet service level agreements and performance standards
• Experience monitoring and analyzing shuttle and parking services to identify areas for improvement
• Track record overseeing recruitment, selection, promotion, advancement, corrective action, and termination processes
• Experience preparing and delivering performance appraisals while mentoring and coaching team members.

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.