Human Experience Operations Director

JLL empowers you to shape a brighter way .

Our people at JLL and JLL Technologies 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 youve got deep experience in commercial real estate skilled trades or technology or youre looking to apply your relevant experience to a new industry join our team as we help shape a brighter way forward.

Human Experience Operations Director - financial portfolio

Shape the Future of Workplace Experience

As Human Experience Operations Director youll lead the strategy and delivery of guest services transportation and hospitality-forward programs for a globally recognized employee experience leader blending strategic vision with operational excellence to ensure every touchpointfrom pre-arrival to departurereflects the clients culture and elevates the workplace experience. This dynamic role combines strategic program development team leadership of service professionals and vendor partners performance management across multiple layers and trusted advisory partnership with senior client stakeholders to continuously innovate and evolve tech-enabled workplace solutions.

The position will be based at one of our clients facilities in McLean VA; Richmond VA; or New York NY and on-site daily.

Here is some of your day :

• Experience Strategy & Thought Leadership : Partner with Client and Account Leadership to set strategic direction for Human Experience Operations serve as strategic advisor bringing insights and innovations translate experience goals into actionable roadmaps and program enhancements and leverage data analytics to identify opportunities and drive continuous improvement
• Technology & Innovation Integration : Identify and implement emerging technologies and tools that enhance hospitality efficiency and service personalization while driving tech-enabled operational enhancements to streamline operations and elevate employee / visitor experiences
• Operational Excellence & Service Delivery : Lead day-to-day operations for guest services transportation and soft services ensuring seamless delivery develop and govern operational SOPs for consistency and risk mitigation and manage financial / vendor spending while balancing service quality with cost discipline
• Hospitality & Customer Experience Management : Champion service excellence principles fostering community and welcoming culture ensure personalized concierge-style journeys reflecting client brand and values anticipate needs and address escalations proactively and develop service recovery practices and feedback loops with KPIs
• Team Leadership & Performance Management : Lead and develop high-performing service teams inspiring accountability and exceptional service set clear goals and performance expectations aligned to business priorities manage recruitment through performance management including addressing marginal performance and foster innovation-driven culture
• Training & Development Excellence : Ensure comprehensive customer experience training reinforcing hospitality empathy and brand-aligned service behaviors guarantee all team members are trained in policies systems and client expectations and provide ongoing coaching and development planning
• Cross-Functional Collaboration & Integration : Collaborate with Occupancy Planning Facilities Project Management Workplace Programs and broader JLL / Client partners for integrated service delivery while representing Human Experience team in client discussions and leadership forums
• Strategic Influence & Global Platform Contribution : Influence decisions and shape strategic priorities through leadership participation actively contribute to JLLs global Experience Services platform by sharing best practices and implement new ideas tools and methodologies across the organization

Heres who we are looking for :

Required

10 years prior experience in Soft Services Hospitality Operations Supply Chain or similar disciplines within commercial real estate.

A bachelors degree or higher

Demonstrated ability to lead operational teams in a fast-paced matrixed environment.

Strong analytical and financial acumen with the ability to assess data forecast needs and build business cases.

Proven capability to drive change lead complex problem-solving and influence stakeholders at all levels.

Exceptional communication skills and the ability to manage escalations with professionalism.

High emotional intelligence judgment and integrity.

Proficiency in Google Workspace and / or Microsoft Office Suite.

Ability to travel up to 20%.

Pay $00 with a 20% targeted bonus of the annual salary

Schedule : Monday - Friday day shift with on-call required 24 / 7

Estimated compensation for this position :

130000..00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications location market conditions and internal considerations.

Location :

On-site McLean VA New York NY Richmond VA

If this job description resonates with you we encourage you to apply even if you dont meet all the requirements. Were 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 may 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

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Jones Lang LaSalle (JLL) together with its subsidiaries and affiliates is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLLs recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For candidates in the United States please see a full copy of our Equal Employment Opportunity policy here .

Jones Lang LaSalle (JLL) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process including the online application and / or overall selection process you may email us at . This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page >

I want to work for JLL.

Pursuant to the Arizona Civil Rights Act criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia SC ordinance this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance JLL will consider for employment all qualified Applicants including those with Criminal Histories in a manner consistent with the requirements of applicable state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.

Required Experience :

Director

Key Skills

CSS,InVision,Balsamiq,HTML5,Information Architecture,Ux,Usability,Fireworks,User Research,UI,Axure,Experience Design

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 130000 - 150000