Workplace Experience Director

JLL•Newark, NJ

1d•Onsite

About The Position

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. Join us as Workplace Experience Director and become the architect of extraordinary workplace journeys that transform ordinary office environments into thriving communities. In this dynamic leadership role, you'll orchestrate a symphony of services—from hospitality and dining to events and amenities—that elevate every touchpoint of the employee experience. You'll lead strategic initiatives that don't just meet expectations but create moments of delight, foster genuine connections, and build a workplace culture where people genuinely want to be. This is your opportunity to directly impact how hundreds of employees feel about coming to work each day, while partnering with forward-thinking clients who understand that exceptional workplace experience is the cornerstone of organizational success, talent retention, and competitive advantage in today's evolving work landscape. On-site: Newark, NJ

Requirements

5+ years of experience in soft services or hospitality, plus facilities management or operations experience
Proven leadership skills managing multiple priorities and delivering results in fast-paced, matrixed environments
Strong analytical and financial aptitude with ability to gather data, assess situations, and develop solutions quickly
Proficient in Microsoft Office Suite
Highly collaborative with excellent communication skills, strong interpersonal abilities, and demonstrated initative, integrity, and sound judgement.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

A bachelor's degree or higher

Responsibilities

Strategic Partnership & Vision Alignment - Partner with account leadership and client stakeholders to develop and execute comprehensive workplace experience strategies that align with organizational goals and drive measurable outcomes
Operations Excellence & Performance Management - Oversee all Experience Services operations, monitor KPIs, analyze data effectiveness, and continuously optimize processes while managing budgets and ensuring cost-effective solutions
Team Leadership & Development - Lead, mentor, and develop a team of workplace professionals through coaching, performance management, and implementing customer experience training programs that enable exceptional service delivery
Vendor & Stakeholder Relationship Management - Build and maintain strategic relationships with external vendors, service providers, and internal stakeholders while ensuring appropriate staffing levels meet client service agreements
Customer-Centric Service Delivery - Proactively gather client feedback, anticipate needs, resolve concerns, and transform challenges into opportunities while maintaining exceptional service standards across all touchpoints
Risk Management & Quality Assurance - Identify, escalate, and manage account-level risks including audit findings, client complaints, vendor issues, and security concerns that could impact service delivery or KPIs
Innovation & Continuous Improvement - Drive innovation through business intelligence, best practice development, process re-engineering, and adoption of new tools that enhance service delivery and competitive advantage
Industry Leadership & Strategic Insights - Stay current with workplace trends, emerging technologies, and best practices to identify enhancement opportunities and maintain thought leadership in workplace experience