Workplace & Human Experience Manager | Facilities Management

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Role Overview

The Workplace & Human Experience Manager serves as deputy to the Account Lead, providing strategic and operational leadership for facilities management operations. This role combines operational oversight with human-centered design to create workplaces that enhance employee wellbeing, engagement, and productivity across the contracted portfolio.

Key Responsibilities

Leadership & Team Management

Act as second-in-command, assuming full operational responsibility during Account Lead absence

Supervise daily FM team operations, including coordination, resource allocation, and performance management

Coach, mentor, and develop FM team members to build capability and drive high performance

Foster collaborative culture emphasizing safety, service excellence, and continuous improvement

Support strategic planning, client relationships, budget oversight, and contract performance

Workplace Operations

Ensure seamless operations per contract specifications and SLAs

Lead proactive facility inspections and identify improvement opportunities

Direct space planning, workspace reconfigurations, and business space requirements

Ensure compliance with regulations, building codes, and SOPs

Human Experience & Engagement

Design and implement workplace experience programs prioritizing employee wellbeing and satisfaction

Lead stakeholder engagement through surveys, focus groups, and feedback mechanisms

Create community-building initiatives and events that foster organizational culture

Partner with HR, IT, and business leaders to align workplace strategies with organizational goals

Monitor satisfaction metrics and implement data-driven improvements

Health, Safety & Wellbeing

Ensure FM team adherence to safety procedures, compliance, and reporting

Oversee emergency preparedness and crisis response protocols

Implement wellbeing initiatives addressing physical comfort, mental health, and environmental quality

Champion sustainability programs including energy efficiency and waste reduction

Strategic Planning & Innovation

Support Account Lead in strategic FM and workplace experience initiatives

Identify and implement emerging workplace technologies and innovations

Leverage workplace data for evidence-based decision making

Review service metrics to address operational challenges and opportunities

Vendor & Stakeholder Management

Build strong client partnerships through transparent, responsive communication

Oversee vendor coordination and service provider relationships

Monitor vendor performance against quality, response time, and satisfaction metrics

Coordinate construction activities and capital projects with project teams

Operational Excellence

Drive continuous improvement addressing SLA gaps and process optimization

Monitor work order metrics, response times, and maintenance effectiveness

Identify cost savings while maintaining service quality and experience standards

Ensure consistency and best practices across all sites

Key Performance Indicators

Strategic workplace strategy aligned with client objectives

Operational efficiency improvements and cost optimization

Employee satisfaction and engagement scores

Health, safety, and compliance metrics

SLA achievement and service delivery excellence

Vendor performance and cost management

Space utilization optimization

Innovation implementation and continuous improvement

Stakeholder relationship strength

Team engagement and development

Required Skills & Experience

3-5 years progressive experience in facilities management, workplace services, or employee experience

Proven multi-site portfolio management and complex operations experience

Track record implementing workplace experience programs and change initiatives

Comprehensive knowledge of building services, operations, and space planning

Strong understanding of employee engagement and organizational culture development

Exceptional interpersonal and communication skills across all organizational levels

Strategic thinking with strong operational execution capability

Financial acumen including budget management and cost analysis

Knowledge of health/safety regulations, building codes, and sustainability frameworks

Customer-centric approach with commitment to service excellence

Collaborative leadership style with ability to influence across functions

Adaptability to changing requirements, trends, and business priorities

Benefits

18 weeks paid parental leave for Primary Carer after 6 months of service

Private Health Insurance Discounts

Gym & Wellbeing Discounts

Employee assistance program

Health & Beauty Discounts

Novated Lease for EV Cars

‘You Days’ – 2 extra leave days!

JLL is committed to fostering a diverse, equitable, and inclusive workplace. Applications from all qualified candidates are welcomed.

Apply now and quote ABREQ517167

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

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.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.