Job Summary
This Workplace Experience Site Lead is responsible for driving a proactive workplace experience vision and championing hospitality standards across the assigned site. This role serves as the strategic leader for on‑site experience‑related programs and services, focusing on delivering exceptional, human‑centric experiences that delight employees and guests while consistently achieving agreed upon outcomes. This on‑site role elevates beyond operational management to encompass strategic leadership, team development, stakeholder engagement, communications and change enablement, technology integration, and governance oversight, while maintaining safe working practices throughout all service delivery.
Job Responsibilities
Leadership & Operations
- Build and deliver an evolving workplace experience strategy, translating client priorities into an executable roadmap that transforms the experience for clients' employees and guests
- Lead cultural transformation from reactive to proactive service delivery models, establishing standard work, service recovery practices and performance accountability
- Identify value‑add opportunities for Experience Services enhancement using data, voice‑of‑customer insights, and operational performance trends
- Serve as primary point of contact for site leadership on experience strategy and initiatives, delivering regular performance updates and action plans
Customer Experience & Engagement
- Design customer journeys that optimize employee and guest interactions with defined success measures
- Collect, analyze, and act upon user feedback to drive continuous improvement, measure impact, and close the loop with stakeholders
- Ensure the team provides exceptional, proactive customer service at all touchpoints that builds community and elevates the experience, while meeting expected service levels and quality standards
Change & Stakeholder Management
- Improve stakeholder communication processes for information flow across all organizational levels, using clear governance and decision‑making processes
- Create proactive communication plans for workplace programs and events, including success metrics and feedback mechanisms
- Equip teams with the knowledge, tools, and resources to lead and manage change effectively
- Build cross‑functional relationships with Security, IT, Facilities, and service partners, providing clear touchpoints and coordination across the workplace ecosystem to ensure desired outcomes are met
Team Management & Development
- Manage and develop onsite Experience Services team performance and professional growth
- Build high‑performing, agile teams capable of delivering elevated employee experiences
- Develop succession plans and talent pipelines for key team positions to ensure service continuity
- Foster teamwork, collaboration, and performance excellence, recognizing results and addressing performance gaps with timely action plans
Governance, Vendor & Program Management
- Maintain and continuously refine operational playbooks, standard operating procedures, and best practices while ensuring data integrity across all experience‑related systems
- Govern food service, mail/print, and amenity vendors including contract and performance management, and financial oversight to ensure service excellence and compliance
- Manage financial plans, forecasts, and financial performance for experience programs, ensuring alignment with client objectives and delivering cost‑effective solutions
- Capture and analyze performance metrics to provide actionable insights and structured leadership reporting that drives continuous improvement and informed decision‑making
Knowledge, Skills & Abilities
- Contribution motivated, highly collaborative, and strong interpersonal skills
- Experience leading workplace transformation initiatives, preferred
- Excellent communication, presentation, and stakeholder management
- Minimum 5 years in hospitality, experience services, or facility management with large‑scale operations, preferred
- Bachelor's Degree, or equivalent combination of education and experience
- Ability to manage competing priorities and deliver results in a fast‑paced, matrixed environment
- Minimum 3‑5 years of people management experience skills
- Strong analytical, organizational, and financial management capabilities
- Proficiency with Microsoft Office Suite, workplace management systems and technology platforms for project tracking and to enhance service delivery and operational efficiency
Location
On‑site – Atlanta, GA
Benefits
- 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
Acceptance of applications is ongoing until a candidate is identified.
The position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Equal Employment Opportunity
Jones Lang LaSalle 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, please email us at This email is only for accommodation requests. General recruiting inquiries should be directed to the Contact Us page.
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