Job Abstract

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work.  Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

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

• 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

Key Responsibilities combine with day-to-day

• 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

Ensuring Exceptional Customer Service 

• 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

Client Focus & Relationship Management

• 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. 

Results Focus

• 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.  

Key Skills

• 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

 Qualifications 

• 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

Estimated compensation for this position is:

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re 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

• Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

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 JLL’s 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 and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

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 contact us at Accommodation Requests. 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.

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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.