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Experience Program Manager

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JLL

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Location:
United States , Atlanta ▼

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Category:
Real Estate

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Contract Type:
Not provided

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Salary:

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Job Description:

The Experience Program Manager is an on-account role within JLL’s Experience Services team. This position is responsible for supporting program operations and client advisory services, leveraging industry benchmarking and market insights to provide guidance that supports client objectives and adds value across their portfolio. This position serves as a trusted business partner, focusing primarily on breakroom services and comprehensive workplace amenities. The role requires strong client-facing capabilities, cultural alignment with client values, and the ability to drive mutually beneficial outcomes through reliable service delivery. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation.

Job Responsibility:

  • Support program strategy, implementation, scope management and deliverables that drive client objectives in collaboration with account leadership and client stakeholders
  • Support customer engagement initiatives through program development and knowledge sharing, offering insights into workplace trends, best practices, and innovative solutions to enhance workplace experience
  • Assess client needs to recommend optimal onsite foodservice solutions, including vending, micro market options, coffee service, and equipment recommendations
  • Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements
  • Support creation and adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
  • Analyze program financial data to support program planning and provide recommendations that align with client vision
  • Maintain high-quality services through operational management, risk assessment, issue resolution, and continuous improvement
  • Establish and maintain relationships with vendors, service providers, and consultants to support workplace programs and projects
  • Ensure vendor partnerships contribute positively to the overall workplace experience through operational excellence and performance monitoring
  • Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels and identify areas for service enhancement
  • Anticipate and respond to client stakeholder needs and concerns, transforming problems into opportunities
  • Present program recommendations and options to stakeholders, explaining benefits and implementation considerations
  • Project and practice consistent ownership attributes, providing high-level customer service at all points of contact
  • Communicate proactively across all levels of the organization and multiple departments
  • Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services
  • Work cross-functionally to deliver as one team, integrating experience concepts and supporting all capabilities
  • Proactively identify gaps and escalate risks and issues at the account level (audit findings, client complaints, vendor service issues, information security, and KPI impacts)
  • Support new site setup and breakroom program implementation
  • Support continuous improvement and innovation by participating in best practice development at the Experience Services platform level
  • Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements.

Requirements:

  • Bachelor’s Degree, or equivalent combination of education and experience
  • 2-3 years prior experience in operations, facility management, foodservice operations, client advisory services, and/or hospitality industry, preferred
  • Must be able to travel up to 25%
  • Strong analytical/financial aptitude
  • Proficient skills in Microsoft Office Suite (including but not limited to Word, Excel, PowerPoint, Planner, and Outlook)
  • Experience with project management and data visualization tools, including Smartsheet for project tracking and maintenance
  • Ability to create, maintain, and analyze business intelligence (BI) reporting and dashboards to support data-driven decision making
  • Comfort with digital tools and platforms to enhance service delivery and operational efficiency
  • Candidates must be authorized to work in the United States without sponsorship.
What we offer:
  • 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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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