Workplace Experience Program 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.   

Job Description

We are looking for a Workplace Experience Program Manager to strengthen our Work Dynamics team.

About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. We create and deliver value to our customers, owners and employees in a complex world that is constantly changing. With almost 93,000 employees and 300 offices in over 80 countries, we meet local, regional and global property needs.

If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on high profile projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL!

Job Title: Workplace Experience Program Manager 

Account: Capital One 

Reports To: Workplace Experience Director

Location: Richmond, VA (on-site)

Job Summary

The Workplace Experience Program Manager supports program management across Guest Services, Art Program, Transportation, and Occupancy Planning for the Capital One account. Reporting to the Workplace Experience Director, this role partners directly with Capital One's Workplace Strategy Team to drive data-informed, enterprise-wide workplace decisions. The position combines program management support across client-facing service teams with strategic analytical support for occupancy and workplace transformation initiatives.

Key Responsibilities

Client Relationships

• Proactively develop and manage Client relationships ensuring that expected service levels are achieved.

• Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.

• Deliver an exceptional quality of service to the Client, as reflected by Client feedback.

Service Delivery 

• Develop and implement a suite of management information reports applicable to the contract and as agreed with the Client.

• Develop and execute process improvements and program launches.

• Manage team trainings and development platforms.

• Develop a deep understanding of contract key performance indicators (KPIs).

• Work with cross functional teams to maintain existing programs and to create new programs and process improvements as identified by client and JLL.  

• Analyze data and metric variances, recommend and implement change to programs and mitigation strategies aimed at improving performance results.

• Participate in special projects and/or facilitate ad hoc project requests as required.

• Provide communications support for internal and external account marketing and communications, including online content management.

• Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account.

• Manage the relationship with the Client’s Program SMEs and translate their business objectives into JLL’s account business plan.

• Ensure data integrity of JLL internal resources and audit from time to time.

• Establish and deliver key account initiatives as determined and agreed with the Account Leadership Team and Client.

Leadership

• Identify savings and improvement opportunities, or problems requiring innovative solutions.

• Regular reporting and updates to clients and colleagues, ensuring full understanding of progress, direction and expected results at all times.

• Participation in a global, ad hoc ‘flow to work’ team which responds to emerging needs by allocating expert resources (typically with the Global Programs team).

• Promote success powerfully, such that our client recognizes the value of your work.

Physical Demands and Work Environment

• Position requires 4 days a week of on-site presence at client location.

• While at client sites, regular physical space audits and walkthroughs are conducted

• Role requires ability to read and interpret floor plans and conduct site assessments.

• Position involves collaboration with diverse teams across multiple locations and time zones.

• Required at least 25% travel to assigned buildings or business units to regional sites for team and client meetings.

Required Qualifications

• Bachelor's degree in Business, Real Estate, Architecture, Interior Design, or related field

• 5 to 7 years of strategic-level work experience in occupancy or space planning, including interior office planning or move/project management in a corporate real estate setting

• Demonstrated critical thinking and problem-solving abilities with proven experience leveraging data and analytics to drive insights and support strategic decision-making

• Experience with change management and executive engagement, with demonstrated ability to impact and influence senior leadership effectively

• Strong presentation skills and excellent written and verbal communication abilities, capable of communicating complex ideas effectively to both technical and non-technical audiences

• Advanced proficiency in MS Office (Excel, PowerPoint, and Word), including the ability to perform data analysis using pivot tables and complex formulas

• Proficiency in AutoCAD for test fit option development and proficiency in CAFM/IWMS database systems such as FMS, Manhattan, Tririga, Archibus, or similar platforms

• Self-motivated work style with proven ability to work both independently and collaboratively, demonstrating flexibility in learning and mastering new client-specific programs quickly

• Willingness to embrace change and explore new methods and approaches in occupancy planning.

• Ability to leverage data and analytics to drive insights and support compelling stories for strategic decision-making.

What you can expect from us

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

Apply today at jll.com/careers.

#LI-MD2

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Expected compensation for this position:

80,850.00 – 117,370.00 USD per year

Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

On-site –Chicago, IL, Riverwoods, IL

Job Tags:

Legal Compliance

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 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
• Early access to earned wages through Daily Pay

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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Accepting applications on an ongoing basis until candidate identified.