Workplace Services Manager in Reston, VA at JLL

Date Posted: 9/9/2018

Job Snapshot

  • Employee Type:
  • Location:
    Reston, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

The Workplace Services Manager is responsible for all aspects of experience focused services on the account including soft services, customer experience training and operations. The Workplace Services Manager will oversee an integrated service offering that positively impacts how the workplace is experienced by our Client’s employees and guests. Services may include, but are not limited to, reception / guest services, on-site fitness, foodservices, meeting & event planning, mail, print and other high touch employee services.  The  Workplace Services Manager will be expected to provide superior client service while enhancing their individual personal and professional skills.  The role is Client facing and must be able to exhibit exceptional customer service and communication skills.  Position will be based at the client's headquarters in Reston, VA and will require 25-35% travel to sites nationwide.

Key Responsibilities

  • Works closely with Account Leadership and our Client to understand the goals, objectives and focus areas for Experience Services on the account.
  • Develops comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk and create value for our Client and JLL.
  • Manages the operational implementation of experience focused services on the account, developing programs, tools and processes while integrating the underlying services.
  • Develops and implements a customer experience training plan that enables exceptional service delivery across the account globally.
  • Establishes and maintains sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.
  • Anticipation and response to needs and concerns of multiple clients.
  • Monitors and manages 3rd party vendor spend related to soft services.
  • Proactively identifies and escalates risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
  • Engages in a culture of continuous improvement and innovation by leveraging business intelligence, adopting and participating in the development of best practices at the IFM platform level including new tools, process re-engineering and other ideas that provide service delivery efficiencies.
  • Perform additional job duties, as requested.


  • Bachelor’s degree or equivalent combination of education and experience.
  • 8+ years prior experience in Soft Services, Operations, and/or knowledge of hospitality industry, preferred.
  • Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast paced heavily matrixed environment.  Must have experience supervising and developing teams.
  • Strong analytical/financial aptitude.  Ability to gather data, assess situations and quickly develop solutions.
  • Track record of initiative, integrity and good judgement.
  • Highly collaborative with strong interpersonal skills.
  • Excellent verbal and written communication skills with the ability to communicate professionally.
  • Proficient skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access).
  • Travel required 25%-35% nationwide.


JLL Is an Equal Opportunity Employer

JLL is committed to developing and maintaining a diverse workforce.  JLL strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, trade union membership, social position, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law.  The company also endeavors to make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodations would impose an undue hardship on the operation of our business and ensures that employment decisions are based only on valid job requirements.

For employees in the United States, please see a fully copy of our Equal Employment Opportunity and Affirmative Action policy at  

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