Overview

JLL is seeking a Senior Program Manager for Mail & Reception to ensure success by setting the vision of the team, creating processes and procedures, handling escalations, and managing KPIs. This role serves as the key point of contact for the client and partners with key vendors to deliver mail and reception services across campus and remote environments.

What This Job Involves

The Senior Program Manager will serve as a transformation leader and change agent in a fast-paced organization. You will be responsible for operational performance, achieving SLAs and KPIs, and providing centralized leadership of soft service delivery models and best practices across the JLL IFM Account business. Driving innovative solutions in Mailroom and Reception services while fostering a culture of continuous improvement is essential to success.

Day-to-Day Responsibilities

• •Serve as transformation leader and change agent to take programs to a new level
• •Identify service, communication, and process improvement opportunities throughout the programs
• •Take responsibility for operational performance, achieving SLAs and KPIs as they relate to service deliverables
• •Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager)
• •Develop, deliver, and implement strategic plans aligning JLL IFM function to key client strategic goals while driving and monitoring progress
• •Drive innovative solutions in Mailroom and Reception services and lead the implementation of best practices and breakthrough innovations
• •Utilize Business Intelligence and Data Analytic tools to uncover hidden value
• •Support development, implementation, and delivery of training and coaching plans for program professionals
• •Review current service support models to ensure accuracy and reliability of delivery with emphasis on consistency and strategic partnerships
• •Provide daily leadership of all mail services and reception functions across the region, ensuring all agreed service levels and standards are met
• •Maintain frequent contact with key business partners and stay up-to-date with their departmental mail and reception requirements
• •Ensure all Mail Services and Reception teams are appropriately trained to deliver exceptional customer experiences
• •Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, and service delivery efficiencies
• •Oversee the liaison with courier partners to maintain excellence of service delivery
• •Suggest ways to make mail processes and records more effective and efficient
• •Ensure good communication between the mail room and reception teams across buildings
• •Provide regular reporting and updates to executive and program leadership, clients, and colleagues
• •Continuously evaluate and reinvent service capabilities delivered to clients and client employees

Required Qualifications

• •Minimum 10 years of experience in Facilities Management or Program Management
• •Subject Matter Expert managing mailroom and reception services across campus and remote environments
• •Proficient with productivity software including Microsoft Outlook, Word, Excel, Project, and SharePoint
• •Proven ability to define and execute change strategies
• •Previous experience with cross-functional teams to find solutions to complex problems
• •Exceptional communication and interpersonal skills; calm under pressure
• •Track record of championing speed, flexibility, and frugality in the face of rapid change and heavy workload
• •Proven self-starter with strong organizational skills, capacity to prioritize, set aggressive goals, and consistently deliver results
• •Demonstrated ability to think strategically and successfully execute tactics
• •Effective resource management and project management skills
• •Client focus and relationship management with ease of interaction across a wide range of client staff
• •Ability to manage conflict and balance between client and firm requirements
• •Excellent planning and organizational skills to prioritize work and meet tight deadlines
• •Proven ability to manage multiple and complex operational matters on a daily basis
• •Capacity to deal with ambiguity and solve complex problems effectively
• •Analytical with proven ability to solve problems using a quantitative approach
• •Proven ability to employ holistic approaches and look at long-term solutions

Preferred Qualifications

• •Experience in corporate campus or multi-building environments
• •Background in soft services program management
• •Experience with Business Intelligence and Data Analytics platforms
• •Knowledge of courier and logistics management
• •Previous experience managing vendor relationships and service level agreements
• •Certification in project management (PMP) or facilities management (CFM, FMP)
• •Experience implementing innovative service delivery models
• •Background in change management methodologies

Location

On-site, Seattle, WA

Compensation

Expected compensation: $145,300 - $178,100 per year. Final compensation packages are determined by candidate qualifications, location, market conditions, and internal considerations.

Benefits

• •401(k) plan with matching company contributions
• •Comprehensive Medical, Dental, and Vision Care
• •Paid parental leave at 100% of salary
• •Paid Time Off and Company Holidays
• •Early access to earned wages through Daily Pay