What are the responsibilities and job description for the Workplace Experience Manager position at JLL?
Pay: $90000 - $107500 / year
Location: 55 Broadway, New York, NY
Reporting to - US/EMEA Regional Concierge Lead
Key stakeholders - Global Concierge Lead, Global Performance and Operations Lead, Client Global and Regional Experience Leads
Direct Reports - Concierge Coordinator
We have an incredible opportunity for an Workplace Experience Manager to join our Workplace Experience team on the Atlassian account. In this role, working with the US/EMEA Regional Concierge Lead, and being responsible for optimizing connection opportunities amongst Atlassian teams, work friends, and ensuring that the office remains a place where Atlassians can achieve business outcomes and have a great experience every time they attend.
The role is client facing and must be able to exhibit outstanding client service and communication skills from the C-Suite down. This role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
The ideal candidate is a great communicator, whose intrinsic purpose is to build a sense of community, connection, and a tireless focus on delivering unique, magical, and memorable experiences that aligns with JLL & Atlassian values and Atlassian’s highly engaging culture.
Key Responsibilities
Location: 55 Broadway, New York, NY
Reporting to - US/EMEA Regional Concierge Lead
Key stakeholders - Global Concierge Lead, Global Performance and Operations Lead, Client Global and Regional Experience Leads
Direct Reports - Concierge Coordinator
We have an incredible opportunity for an Workplace Experience Manager to join our Workplace Experience team on the Atlassian account. In this role, working with the US/EMEA Regional Concierge Lead, and being responsible for optimizing connection opportunities amongst Atlassian teams, work friends, and ensuring that the office remains a place where Atlassians can achieve business outcomes and have a great experience every time they attend.
The role is client facing and must be able to exhibit outstanding client service and communication skills from the C-Suite down. This role provides the opportunity to combine your passion for service, brilliant people skills, and enthusiasm for creating a hospitality focused environment.
The ideal candidate is a great communicator, whose intrinsic purpose is to build a sense of community, connection, and a tireless focus on delivering unique, magical, and memorable experiences that aligns with JLL & Atlassian values and Atlassian’s highly engaging culture.
Key Responsibilities
- This is an onsite role and will be required to be in the client's New York office.
- Seeks out information, builds knowledge of standard processes and procedures and exercises professional judgment. You will be supplying end to end customer experience while fulfilling your core operational responsibilities.
- Work cooperatively and jointly with internal (departments) and external (vendors) to ensure quality customer service
- Work closely with Facilities, global Concierge peer(s) and Atlassian to understand the goals, objectives and focus areas for Workplace Experience.
- Ensure service excellence in day-to-day operations
- Understand and adhere to all JLL and Client policies and values.
- Understand and adhere to all operational systems and processes, offering suggestions for improvement or innovation where needed.
- Support the Regional Concierge and FM Leads as needed to meet the needs of clients and partners
- Identifies, aligns, and maintains focus on critical priorities or projects that drive our client connection goals OKRs.
- Predominantly spends time on improvements that impact the majority of Atlassians.
- Implement new tools, processes and launch new products in your region as part of global rollout plans.
- Anticipate customer issues pre roll out and collect feedback from customers from pilots and deployments.
- Understand and document identified issues that are recurring so operational or product fixes can be found.
- Maintains all budget trackers related to Staff Amenities, Kudos Swag
- Urgently problem-solves all issues related to assigned cost centre
- Follows accrual process month on month
- Forensically looks at Opex sheet to ensure all spends are captured
- Use data to demonstrate the real customer impact of new or improved processes, products, and services.
- Documenting ongoing monitoring and evaluation of service/product.
- Vendor management
- Owns day to day operations and delivery
- Have a deep and up to date understanding of your office performance indicators.
- Works with your regional manager to build plans for your office to meet required business targets.
- Be the driver for plans that deliver on target office indicators
- Identify opportunities for cross functional Team connection whilst visiting an Atlassian office.
- Making sure that the customer is always positively impacted eg, Does this service desk change make it easier for our customers
- Current Products: Presents ideas in writing for experiments to increase customers to current product portfolio (Regional Connection Gatherings, Office Gatherings etc)
- New Idea Generation: Presents new product ideas in writing to leadership to enhance/increase product portfolio. Run sprints to deliver against new product ideas.
- Identifies gaps in service offering that will enable better connection practices.
- Support broader Team Anywhere team to collect structured customer feedback through surveys, focus groups etc.
- Support broader Team Anywhere team with the planning and implementation of data-driven connection experiments.
- Delivery of New Hire onboarding sessions and contributing to process improvement projects, feedbackA
- Assist with workplace related tickets (requests)
- Support financial reporting and procurement processes
- Effectively communicate operational risks and adhere to established escalation processes.
- Attends regular team training and complete professional development courses
- Understand internal tools to support daily operations
- Understand and complete all required duties in the requested time frame
- Domestic travel required quarterly to host “Atlassian on Tour”, pop up event to foster connection for our employees based in cities without an office.
- Provide guidance during daily operations and emergencies, acting as floor warden where required
- Anticipating and responding to the needs and concerns of the client, transforming problems into opportunities.
- Taking ownership of every employees onsite experience and seeking for opportunities to go above and beyond.
- Visibly engaged and well known in the workplace
- Demonstrates proactive & professional approach to customer service and stakeholder engagement
- Ability to interact with a wide range of client staff, including senior levels
- Has a customer service oriented attitude
- Identify potential risks and escalate, as appropriate, to ensure no privacy breach, security incident or disruption to the Atlassian’s operations occur.
- Monitor and manage 3rd party vendor performance related to service delivery.
- Proactively identify and escalate risks and issues at the account level (audit findings, client complaints, material vendor service issues, information security, any impact to the Account KPI’s)
- Engage 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.
- Demonstrated client commitment
- Attention to detail and effective support to others to ensure consistency.
- Effective time management, organizational and planning skills
- Applies a risk management mindset to all aspects of operation.
- Able to adapt to change and demonstrate resilience
- Achieves and exceeds goals including performance and customer service goals
- Ensures & executes in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules and regulations.
- Self-motivated; confident & energetic
- Customer/Client Experience Focus
- Problem-solving skills and capacity to deal with ambiguity
- Ability to effectively deal with high paced environment and situations
- Flexible – able to adapt to rapidly changing situations
- Goal-oriented – able to focus on meeting all performance targets
- Strong communicator – good presentation skills and possesses strong verbal & written communication skills (English); also an active listener
- Exhibits honesty & trustworthiness
- 3-5 years Management experience in experience services, hospitality, events, facility or property management and/or knowledge of commercial real estate or hospitality industry, preferred.
- Excellent verbal and written communication skills with the ability to communicate in a clear, concise professional manner.
- Desirable: Proficient skills in G-Suite
- Confluence, Jira, Coupa skills are a plus
Salary : $90,000 - $107,500