Workplace & Human Experience Manager

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
• 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
• 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
• 18 weeks paid parental leave for Primary Carer after 6 months of service
• Private Health Insurance Discounts
• Employee assistance program
• Health & Beauty Discounts
• Novated Lease for EV Cars

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

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