Human Experience Operations Director

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.   

Human Experience Operations Director - financial portfolio

Shape the Future of Workplace Experience

As Human Experience Operations Director, you'll lead the strategy and delivery of guest services, transportation, and hospitality-forward programs for a globally recognized employee experience leader, blending strategic vision with operational excellence to ensure every touchpoint—from pre-arrival to departure—reflects the client's culture and elevates the workplace experience. This dynamic role combines strategic program development, team leadership of service professionals and vendor partners, performance management across multiple layers, and trusted advisory partnership with senior client stakeholders to continuously innovate and evolve tech-enabled workplace solutions.

The position will be based at one of our client's facilities in McLean, VA; Richmond, VA; or New York, NY and on-site daily.

Here is some of your day:

• Experience Strategy & Thought Leadership: Partner with Client and Account Leadership to set strategic direction for Human Experience Operations, serve as strategic advisor bringing insights and innovations, translate experience goals into actionable roadmaps and program enhancements, and leverage data analytics to identify opportunities and drive continuous improvement
• Technology & Innovation Integration: Identify and implement emerging technologies and tools that enhance hospitality, efficiency, and service personalization while driving tech-enabled operational enhancements to streamline operations and elevate employee/visitor experiences
• Operational Excellence & Service Delivery: Lead day-to-day operations for guest services, transportation, and soft services ensuring seamless delivery, develop and govern operational SOPs for consistency and risk mitigation, and manage financial/vendor spending while balancing service quality with cost discipline
• Hospitality & Customer Experience Management: Champion service excellence principles fostering community and welcoming culture, ensure personalized concierge-style journeys reflecting client brand and values, anticipate needs and address escalations proactively, and develop service recovery practices and feedback loops with KPIs
• Team Leadership & Performance Management: Lead and develop high-performing service teams inspiring accountability and exceptional service, set clear goals and performance expectations aligned to business priorities, manage recruitment through performance management including addressing marginal performance, and foster innovation-driven culture
• Training & Development Excellence: Ensure comprehensive customer experience training reinforcing hospitality, empathy, and brand-aligned service behaviors, guarantee all team members are trained in policies, systems, and client expectations, and provide ongoing coaching and development planning
• Cross-Functional Collaboration & Integration: Collaborate with Occupancy Planning, Facilities, Project Management, Workplace Programs, and broader JLL/Client partners for integrated service delivery while representing Human Experience team in client discussions and leadership forums
• Strategic Influence & Global Platform Contribution: Influence decisions and shape strategic priorities through leadership participation, actively contribute to JLL's global Experience Services platform by sharing best practices, and implement new ideas, tools, and methodologies across the organization

Here's who we are looking for:

Required

• 10+ years prior experience in Soft Services, Hospitality, Operations, Supply Chain, or similar disciplines within commercial real estate.

• A bachelors degree or higher

• Demonstrated ability to lead operational teams in a fast-paced, matrixed environment.

• Strong analytical and financial acumen, with the ability to assess data, forecast needs, and build business cases.

• Proven capability to drive change, lead complex problem-solving, and influence stakeholders at all levels.

• Exceptional communication skill