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…