New

Experience Program Manager

JLL
parental leave, paid time off, 401(k)
United States, Michigan, Auburn Hills
Jan 27, 2026
JLL empowers you to shape a brighter way. Our people at JLL and JLL Technologies 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 Summary The Experience Program Manager is an on-account role within JLL's Experience Services team. This position is responsible for supporting program operations and client advisory services, leveraging industry benchmarking and market insights to provide guidance that supports client objectives and adds value across their portfolio. This position serves as a trusted business partner, focusing primarily on breakroom services and comprehensive workplace amenities. The role requires strong client-facing capabilities, cultural alignment with client values, and the ability to drive mutually beneficial outcomes through reliable service delivery. This role requires demonstrating JLL's leadership behaviors by inspiring teams and clients, working collaboratively across the enterprise, simplifying complex service delivery challenges, making intentional data-driven decisions, and staying future-ready through continuous innovation and transformation. Key Responsibilities Strategic Program Support & Advisory Services Support program strategy, implementation, scope management and deliverables that drive client objectives in collaboration with account leadership and client stakeholders Support customer engagement initiatives through program development and knowledge sharing, offering insights into workplace trends, best practices, and innovative solutions to enhance workplace experience Assess client needs to recommend optimal onsite foodservice solutions, including vending, micro market options, coffee service, and equipment recommendations Stay informed about industry trends, emerging technologies, and best practices to identify opportunities for service enhancements Performance Management & Financial Oversight Support creation and adoption of KPIs to assess performance, operational effectiveness, and ROI of strategic projects Analyze program financial data to support program planning and provide recommendations that align with client vision Maintain high-quality services through operational management, risk assessment, issue resolution, and continuous improvement Vendor Relations & Partnership Management Establish and maintain relationships with vendors, service providers, and consultants to support workplace programs and projects Ensure vendor partnerships contribute positively to the overall workplace experience through operational excellence and performance monitoring Client Relationship & Communication Management 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, transforming problems into opportunities Present program recommendations and options to stakeholders, explaining benefits and implementation considerations Project and practice consistent ownership attributes, providing high-level customer service at all points of contact Communicate proactively across all levels of the organization and multiple departments Operations & Cross-Functional Collaboration Provide team support in operational matters, ensuring smooth day-to-day functioning of workplace services Work cross-functionally to deliver as one team, integrating experience concepts and supporting all capabilities Proactively identify gaps and escalate risks and issues at the account level (audit findings, client complaints, vendor service issues, information security, and KPI impacts) Support new site setup and breakroom program implementation Innovation & Continuous Improvement Support continuous improvement and innovation by participating in best practice development at the Experience Services platform level Adopt and support development of new tools, process re-engineering, and innovations that provide service delivery improvements Knowledge, Skills & Abilities Bachelor's Degree, or equivalent combination of education and experience 3-5 years prior experience in operations, facility management, foodservice operations, client advisory services, and/or hospitality industry, preferred Experience with foodservice operations, breakroom management, or workplace amenities preferred Must be able to travel 25-35% Target hiring locations: Wichita, KS, Atlanta, GA, and Auburn Hills, MI. This role is expected to be majority in-office with some WFH flexibility Ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment Contribution motivated, highly collaborative, and strong interpersonal skills Excellent verbal and written communication skills, with the ability to communicate professionally at all levels of an organization, including strong presentation and active listening skills Strong analytical/financial aptitude Proficient skills in Microsoft Office Suite (including but not limited to 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 This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Location: On-site -Atlanta, GA, Auburn Hills, MI, Wichita, KS 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 Early access to earned wages through Daily Pay At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you'repursuing. 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. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here. 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 email us at HRSCLeaves@jll.com. 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. Accepting applications on an ongoing basis until candidate identified.