JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Our people at JLL and JLL Technologies 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.

Reporting to the Senior Program Delivery Manager, the Program Delivery Manager, Mail & Reception supports excellent program delivery in a fast paced and demanding corporate environment by collaborating with external vendors, internal vendors and key client stakeholders.  As well as being organized, flexible, and multitasking, Program Delivery Managers are also responsible for managing Mail and Reception programs within their geographic areas. This candidate should possess strong project management skills, ability to manage vendors and vendor performance, and a drive to solve problems and seek continuous improvement. The candidate will work to understand the customer experience and lead vendors and IFM teams in streamlining service, and adding value for customers.

ROLES AND RESPONSIBILITIES

Team Management:

Assumes a lead role representing the service lines within the IFM teamEnsures services are managed and delivered consistently across the assigned areaEnsure direction and training for the highest level of customer service with an experience focusMotivate a team built around collaboration, clear and consistent communication, continuous improvement, and respectEscalation point for the team to identify and solution with a customer obsessed focus for a much-improved experienceRequires in-depth knowledge of financial terms and principles. Ability to forecast and prepare budgets. Conduct financial/business analysis including the preparation of reports.Track and set priorities and follow up on action items to ensure timely submission and organization of action items in order to meet deadlinesManages 3rd party vendor performance to ensure they are meeting contract goals, KPI’s and SLAsEnsures services are managed and delivered consistently by building strong connections to site-based teams and creating and reinforcing processes that promote clear understanding of supplier scope, billing validation methods, and escalation paths.Manage monthly work orders, including meeting SLA timeframes for invoice submission, and approvalsMaintains on-site presence and ensures vendor team’s service performance criteria are being met.

Customer Escalations:

Provide strategic consultation and guidance for complex requests to ensure service delivery and excellent customer experiencesEnsures services are managed and delivered consistently by building strong connections to site-based teams and creating and reinforcing processes that promote clear understanding of supplier scope, billing validation methods, and escalation paths.

 Process Improvement

Support operating procedures, document process, and provide recommendations for continuous process improvementsEstablish relationships and cross-collaborate with key internal teamsDevelop and maintain standard operating procedures (SOPs) for Mail/Reception services operationsReview budget documents prior to submission for accuracy and completenessDemonstrates continuous effort to improve operations, service levels, and streamline work process.Other duties may be assigned.

REQUIREMENTS | QUALIFICATIONS

4 years college degree or 4-6 years of equivalent work experienceCustomer obsessed and process drivenExcellent leadership, communication, and interpersonal communications skillsHigh level of accuracy and attention to details and question things when appropriateExcellent interpersonal and communication skills with a customer-service oriented personality across many levels of leadership and audiencesAbility to work independently, and at times in ambiguous circumstancesHigh ability to be resourceful, proactive, and create well rounded recommendationsExcellent organizational and follow through competencesRequires in-depth knowledge of financial terms and principles. Ability to forecast and articulate guidance to IFM counterparts in preparation of budgets and monthly reporting. Conduct financial/business analysis including the preparation of reports.Position will work primarily at client site with potential daily stakeholder interactionTravel as needed

Estimated total compensation for this position:

85,100.00 – 123,400.00 USD per year

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

On-site –New York, NY

Job Tags:

GREF

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

Personalized benefits that support personal well-being and growth:

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. Some of these benefits may include:

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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination. 

Jones Lang LaSalle (“JLL”) 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 – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.