Soft Services Manager

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

This position supports the Soft Services Director and Regional Facilities Directors in delivering comprehensive facilities and experience-focused services for the account team, encompassing soft services, facilities management, customer experience training, and overall operations. The Soft Services Lead assesses, recommends, and implements service offerings that positively impact workplace experiences for the client's employees and guests. This role involves collaborating on program development, reviewing operational performance, ensuring compliance with policies and audit standards, and driving continuous improvement through innovative processes that enhance service delivery while reducing operating costs.

Your day-to-day tasks will include:

• Consulting and collaborating with the Soft Services Director and Regional Facilities Directors on service delivery program development and execution while reviewing operations, staffing, performance, and development of the Facility/Workplace Experience program
• Working with all levels of the account team to ensure excellence in service delivery and high customer satisfaction across office services, reception/guest services, meeting services, mailroom, vendors, and facilities services
• Supporting the Soft Services Director and Regional Facilities Managers in implementing short and long-term projects for the client while assisting in ensuring compliance with client and company policies and minimum audit standards
• Exploring and recommending innovative programs, processes, and procedures to reduce short and long-term operating costs, increase productivity, and improve client and guest workplace experiences
• Engaging in a culture of continuous improvement and innovation by leveraging available internal and external resources to bring ideas, best practices, and tools to enhance the workplace experience program

Required Qualifications:

• High school diploma or equivalent
• Minimum of seven years of facilities, retail, or hospitality industry experience
• Knowledge of real estate, facilities soft services, and hospitality services
• Computer proficiency with MS Office (Word, Excel, PowerPoint) and ability to learn PC and web-based applications