Lead Workplace Experience Manager

Lead Workplace Experience

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Our people at JLL 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 Description

 

Lead all workplace experience, soft services/events, reception, and helpdesk functions at The Client at Powai Mumbai, reporting to Facility Manager and managing a team including Assistant Manager – Soft Services/Events and Helpdesk.

 

Responsibilities:

• Ensure operational excellence in reception, meeting/event setup, hospitality, mailroom, and helpdesk services as per contract and brand standards.

• Design and implement SOPs, programs, and playbooks to drive safety, quality, and positive client and employee experiences.

• Supervise, train, and motivate direct reports with a focus on service delivery, grooming, compliance, and stakeholder engagement.

• Collaborate with 3rd party vendors, event partners, and catering for seamless service delivery and process improvements.

• Track, analyze, and report on employee/visitor feedback and service metrics; respond to escalations and ensure timely closure of all helpdesk requests.

• Facilitate client meetings, feedback sessions, and workshops to continuously enhance experience and promote innovation.

• Maintain audit-ready documentation for all service activities, events, feedback, and compliance matters.

• Stay current with workplace technology and market trends; support digital tool adoption and process efficiency.

• Partner with The Client at Powai and JLL teams to deliver solutions that boost engagement, productivity, and workplace satisfaction.

• Foster a culture of hospitality, accountability, and continuous improvement.

 

Required Experience & Skills:

• Bachelor’s degree.

• 5+ years’ experience in workplace, hospitality, or facilities operations with management responsibility.

• Strong people leadership, organization, and client communication skills.

• Vendor management and ability to drive technology/process adoption.

• Proficient in MS Office and FM systems.

• Integrity, initiative, and collaborative mindset.

Location:

On-site –Mumbai, MH

Scheduled Weekly Hours:

48

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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're pursuing.

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