Workplace Experience Director

Jones Lang LaSalle Americas, Inc.

. Collaborate with account leadership and client stakeholders to align on the workplace experience vision and desired outcomes .

Posted 9/29/2026full-timeCharlotte • North Carolina • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing Experience Services operations, developing actionable business plans, and leading cross-functional teams to enhance workplace experiences. Proficient in analyzing data to track KPIs and improve client satisfaction while fostering collaboration and continuous improvement.

Highest-signal resume keywords

Experience Services ManagementBusiness Plan DevelopmentKPI Tracking and AnalysisLeadership and MentoringMicrosoft Office Suite Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Plan DevelopmentKPI TrackingData AnalysisBudget ManagementFacility ManagementSoft Services ManagementCustomer Experience DevelopmentProblem ResolutionPerformance ManagementStrategic Initiative Execution

Soft Skills

Interpersonal SkillsCollaborationCommunication SkillsInitiativeIntegrity

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPointMicrosoft VisioMicrosoft OutlookMicrosoft Access

Industry Keywords

HospitalityCommercial Real EstateFacility ManagementSoft ServicesWorkplace Experience

About the role

Key responsibilities & impact

Collaborate with account leadership and client stakeholders to align on the workplace experience vision and desired outcomes
Create actionable business plans with goals, strategic initiatives, timelines, resources, and implementation steps
Execute and monitor business plans with cross-functional teams
Track KPIs, analyze data, and adjust strategies to improve outcomes
Manage Experience Services operations, processes, procedures, and systems across the account
Establish and maintain relationships with vendors, service providers, and consultants
Monitor industry trends, emerging technologies, and best practices
Develop and monitor workplace budgets and manage expenses
Build positive relationships with team members, colleagues, and stakeholders
Lead and mentor workplace professionals through coaching and professional development
Develop and implement customer experience and upskilling training plans
Establish staffing guidelines aligned with client service level agreements and operating days
Set goals and expectations for direct reports and manage performance
Seek feedback and improve client and end-user satisfaction
Anticipate stakeholder needs and resolve problems
Identify and escalate account-level risks and issues
Promote teamwork, collaboration, continuous improvement, innovation, and best-practice development

Requirements

What you’ll need

Bachelor’s degree in hospitality or related field
10+ years prior experience in Soft Services, Facility Management or Operations, and/or knowledge of commercial real estate or hospitality industry, preferred
Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment
Track record of initiative, integrity, and good judgment
Strong analytical/financial aptitude
Ability to gather data, assess situations, and quickly develop solutions
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)
Candidates must be authorized to work in the United States without sponsorship
No visa sponsorship provided

Benefits

Comp & perks

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
Supportive culture and comprehensive benefits package prioritizing mental, physical and emotional health