JLL · 18 hours ago
Experience Program Manager
Wichita, KS
Full-time
Onsite
Senior Level
5+ years expJLL is a leading global provider of real estate and investment management services, committed to empowering its employees and clients. The Experience Program Manager will identify and pursue opportunities through strategic advisory services, focusing on enhancing workplace experience and client satisfaction while managing vendor relationships and performance metrics.
CommercialReal Estate
No H1B
Responsibilities
Support program strategy, scope, goals, and deliverables that drive client objectives in collaboration with account leadership, client stakeholders, and team members
Support customer engagement initiatives through program development and knowledge sharing while offering expert insights on workplace trends
Provide best practices and innovative solutions to enhance workplace experience for comprehensive client value
Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements
Leverage industry benchmarking and market insights to guide strategic decision-making and client recommendations
Create and support adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects
Analyze and assess financial statement data to inform planning and decision-making for optimal program performance
Maintain high-quality services through financial management, risk assessment, issue resolution, and continuous improvement
Develop comprehensive reporting and analytics to track program success and identify optimization opportunities
Establish and maintain relationships with external vendors, service providers, and consultants to support workplace programs and projects
Ensure vendor partnerships contribute positively to overall workplace experience through operational excellence and performance monitoring
Negotiate and manage vendor contracts while ensuring alignment with client objectives and service level agreements
Conduct regular vendor performance reviews and implement improvement initiatives as needed
Proactively seek and share feedback from clients, stakeholders, and end-users to understand vision, satisfaction levels, and identify areas for service enhancement
Anticipate and respond to client stakeholder needs and concerns while transforming problems into opportunities
Project and practice consistent ownership attributes while providing high-level customer service at all points of contact
Communicate proactively across all levels of organization and multiple departments in clear and concise manner
Provide team support in operational matters while ensuring smooth day-to-day functioning of workplace services
Work cross-functionally to deliver as one team while integrating experience concepts and supporting all capabilities
Proactively identify gaps and escalate risks and issues at account level including audit findings, client complaints, vendor service issues, information security, and KPI impacts
Coordinate with various JLL service lines to ensure seamless service delivery and client satisfaction
Engage in continuous improvement and innovation by leveraging business intelligence and participating in best practice development at Experience Services platform level
Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements
Research and implement emerging technologies and methodologies to enhance workplace experience delivery
Lead pilot programs and testing of innovative service delivery concepts
Qualification
Required
Bachelor's degree or Master's degree preferred, or equivalent combination of education and experience
5+ years prior experience in client advisory services, soft services, facility management or operations preferred
Knowledge of commercial real estate or hospitality industry preferred
Experience with strategic program management and client relationship management
Must be able to travel up to 35% for client meetings, site visits, and program implementation
Strong analytical and financial aptitude for comprehensive data analysis and decision-making
Proficient skills in Microsoft Office Suite including Word, Excel, PowerPoint, Planner, and Outlook
Experience with project management and data visualization tools including Smartsheet for project tracking and maintenance
Ability to create, maintain, and analyze business intelligence (BI) reporting and dashboards to support data-driven decision making
Comfort with digital tools and platforms to enhance service delivery and operational efficiency
Excellent verbal and written communication skills with ability to communicate professionally at all levels of organization
Strong presentation and active listening skills for effective client and stakeholder engagement
Contribution motivated, highly collaborative, and strong interpersonal skills
Track record of initiative, integrity, and good judgment in professional environments
Ability to manage multiple priorities and deliver results in fast-paced heavily matrixed environment
Experience with performance management and KPI development for service delivery optimization
Understanding of workplace trends and employee experience best practices
Capability to work effectively with diverse teams and stakeholders across multiple functions
Benefits
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
Company
JLL
We’re a leading professional services firm that specializes in real estate and investment management.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.59B2025-11-03Post Ipo Debt· $565.35M
2023-11-08Post Ipo Debt· $400M
2019-05-29Post Ipo Debt· $46.5M
Leadership Team
Christian Ulbrich
Global Chief Executive Officer
Jones Lang LaSalle
Global CEO, Capital Markets and Member
Recent News
2026-01-07
Morningstar.com
2025-12-29
Company data provided by crunchbase