JLL empowers you to shape a brighter way.

Our people at JLL 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.

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

Location:

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

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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