Workplace Experience Program Manager

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Job Description
We are looking for a Workplace Experience Program Manager to strengthen our Work Dynamics team.
About JLL
We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate. We create and deliver value to our customers, owners and employees in a complex world that is constantly changing. With almost 93,000 employees and 300 offices in over 80 countries, we meet local, regional and global property needs.
If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on high profile projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL!
Job Title: Workplace Experience Program Manager
Account: Capital One
Reports To: Workplace Experience Director
Location: Richmond, VA (on-site)
Job Summary
The Workplace Experience Program Manager supports program management across Guest Services, Art Program, Transportation, and Occupancy Planning for the Capital One account. Reporting to the Workplace Experience Director, this role partners directly with Capital One's Workplace Strategy Team to drive data-informed, enterprise-wide workplace decisions. The position combines program management support across client-facing service teams with strategic analytical support for occupancy and workplace transformation initiatives.
Key Responsibilities
Client Relationships
Proactively develop and manage Client relationships ensuring that expected service levels are achieved.
Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators.
Deliver an exceptional quality of service to the Client, as reflected by Client feedback.
Service Delivery
Develop and implement a suite of management information reports applicable to the contract and as agreed with the Client.
Develop and execute process improvements and program launches.
Manage team trainings and development platforms.
Develop a deep understanding of contract key performance indicators (KPIs).
Work with cross functional teams to maintain existing programs and to create new programs and process improvements as identified by client and JLL.
Analyze data and metric variances, recommend and implement change to programs and mitigation strategies aimed at improving performance results.
Participate in special projects and/or facilitate ad hoc project requests as required.
Provide communications support for internal and external account marketing and communications, including online content management.
Shape and deploy a process management mentality that is Six Sigma based and that focuses on leveraging JLL best practices for deployment on the account.
Manage the relationship with the Client’s Program SMEs and translate their business objectives into JLL’s account business plan.
Ensure data integrity of JLL internal resources and audit from time to time.
Establish and deliver key account initiatives as determined and agreed with the Account Leadership Team and Client.
Leadership
Identify savings and improvement opportunities, or problems requiring innovative solutions.
Regular reporting and updates to clients and colleagues, ensuring full understanding of progress, direction and expected results at all times.
Participation in a global, ad hoc ‘flow to work’ team which responds to emerging needs by allocating expert resources (typically with the Global Programs team).
Promote success powerfully, such that our client recognizes the value of your work.
Physical Demands and Work Environment
Position requires 4 days a week of on-site presence at client location.
While at client sites, regular physical space audits and walkthroughs are conducted
Role requires ability to read and interpret floor plans and conduct site assessments.
Position involves collaboration with diverse teams across multiple locations and time zones.
Required at least 25% travel to assigned buildings or business units to regional sites for team and client meetings.
Required Qualifications
Bachelor's degree in Business, Real Estate, Architecture, Interior Design, or related field
5 to 7 years of strategic-level work experience in occupancy or space planning, including interior office planning or move/project management in a corporate real estate setting
Demonstrated critical thinking and problem-solving abilities with proven experience leveraging data and analytics to drive insights and support strategic decision-making
Experience with change management and executive engagement, with demonstrated ability to impact and influence senior leadership effectively
Strong presentation skills and excellent written and verbal communication abilities, capable of communicating complex ideas effectively to both technical and non-technical audiences
Advanced proficiency in MS Office (Excel, PowerPoint, and Word), including the ability to perform data analysis using pivot tables and complex formulas
Proficiency in AutoCAD for test fit option development and proficiency in CAFM/IWMS database systems such as FMS, Manhattan, Tririga, Archibus, or similar platforms
Self-motivated work style with proven ability to work both independently and collaboratively, demonstrating flexibility in learning and mastering new client-specific programs quickly
Willingness to embrace change and explore new methods and approaches in occupancy planning.
Ability to leverage data and analytics to drive insights and support compelling stories for strategic decision-making.
What you can expect from us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.
Join us to develop your strengths and enjoy a fulfill

Skills
Data Analysis, Excel, Project Management, AutoCAD