Workplace Experience and Concierge Operations Lead

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Lead and oversee the US regional Concierge Team and respective Workspace Managers, ensuring exceptional experiences for Atlassian staff and visitors across both office and remote workplace programs. This role is accountable for strategic planning, operational excellence, and risk management, as well as the continuous improvement of service delivery throughout the US region. In addition to providing hands-on operational support and oversight as needed, you will drive project and program management initiatives to deliver on regional and global objectives. You will foster a culture of innovation, collaboration, and hospitality, ensuring that all operations align with Atlassian's standards and contribute to a seamless, high-quality employee experience.

General Responsibilities:

• Provide strategic operational support to the Concierge team, demonstrating leadership and exceptional customer service skills.
• Collaborate with facilities teams to ensure a safe and comfortable work environment, driving initiatives that enhance overall employee experience.
• Anticipate and proactively address the needs of multiple client stakeholders, transforming challenges into opportunities.
• Respond promptly to security risks and lead emergency response efforts as a floor warden when necessary.
• Oversee the coordination of office events and team gatherings, ensuring alignment with company culture and objectives through effective space bookings, catering, and audiovisual needs.
• Manage and oversee a high volume of Jira tickets for Concierge support across various Workplace products, ensuring compliance with established workflows and driving process improvements.
• Oversee the efficient management of the Events Catering budget, ensuring alignment with organizational financial goals.
• Ensure comprehensive oversight of the Office Hospitality Operations and Staff Amenities budget in locations with Workplace Site Lead direct reports. Drive cost-effective solutions that support client objectives and escalate any risks with clear recommendations for efficient solutions.
• Develop and implement regional strategies aligned with global directives and KPIs, focusing on operational efficiency, risk management, and service quality.
• Drive continuous improvement initiatives to enhance operational effectiveness and service delivery across the US region, fostering a culture of innovation.
• Collaborate with clients to understand new Workplace product offerings and spearhead their regional implementation, ensuring successful adoption and integration.
• Lead project management and delivery to meet regional and global objectives, ensuring alignment with global Concierge Program Quality Assurance standards.
• Contribute to operational reporting and effectively communicate risks while adhering to established escalation processes, providing insights for strategic decision-making.

Team Leadership and Development:

• Provide strategic guidance and support to the US Concierge Teams and Workplace Site Leads, fostering a culture of excellence and professionalism.
• Manage recruitment, performance, and development of team members, ensuring alignment with JLL policies and best practices.
• Conduct regular team meetings and one-on-ones to drive engagement, address challenges, and support professional growth.

Client Relationship and Service Excellence:

• Establish and maintain strong relationships with key Atlassian stakeholders, proactively managing service delivery expectations.
• Oversee the delivery of exceptional welcome and farewell experiences for Atlassian staff, visitors, and vendors across the US region.
• Lead support for large in-house Atlassian events, ensuring seamless execution and high-quality service.

Compliance and Risk Management:

• Implement and oversee workplace program compliance audits to ensure adherence to established workflows, processes and industry best practices.
• Manage Site and Regional Level Escalation processes, ensuring prompt and effective issue resolution.
• Coordinate emergency response requirements and oversee security risk management in collaboration with relevant teams.

Financial and Operational Accountability:

• Maintain financial accountability within the scope of responsibility, optimizing resource allocation and budget management.
• Oversee effective "Staff Amenities" budget management for NYC, SFO and MTV offices.
• Develop and implement operational and management reporting systems to demonstrate service delivery and scope adherence to high standards.
• Conduct Monthly Business Reviews (MBR) to report on performance metrics and drive accountability. Continuously innovate and improve the format to align with client needs and objectives, supporting engaging and insightful content.

Cross-functional Collaboration and Support:

• Provide support to the Global Concierge Lead, Regional Facilities Leads, and Global Account Lead as required.
• Collaborate with global counterparts to develop and implement the Global Concierge Playbook, ensuring operational and service consistency across regions.
• Oversee vendor management and coordinate cross-functional services (e.g., food and beverage, stationery, IT) to support seamless operations.

Continuous Improvement and Innovation:

• Stay abreast of industry trends and best practices, implementing innovative solutions to enhance service delivery and operational efficiency.
• Support the development and execution of training programs to ensure consistency in service delivery across the region.
• Proactively identify opportunities for process improvement and automation to streamline operations and enhance user experience.

Client Focus & Relationship Management:

• Strategic Stakeholder Engagement: Build and maintain strong relationships with diverse stakeholders, acting as a trusted advisor for complex client needs.
• Executive Communication: Demonstrate advanced communication skills tailored for senior audiences, facilitating collaboration across global teams.
• Customer-Centric Leadership: Champion exceptional service by leveraging client feedback to drive improvements in service delivery.

Results Focus & Operational Excellence:

• Project Leadership: Lead cross-functional projects that deliver measurable impacts on efficiency and customer satisfaction, ensuring alignment with strategic goals.
• Analytical & Strategic Thinking: Identify operational bottlenecks and implement long-term solutions using data-driven insights.
• Change Management: Adapt to shifting priorities and guide teams through transitions, maintaining consistent service standards.

People Leadership & Collaboration:

• Team Development: Empower team members and foster a high-performance culture through clear direction and feedback.
• Cross-Functional Collaboration: Work effectively across departments to achieve shared objectives, facilitating knowledge sharing.
• Training & Enablement: Develop and deliver training programs that embed operational excellence principles.

Budget Management & Office Metrics:

• Financial Oversight: Oversee departmental budgets effectively, ensuring alignment with organizational goals and predetermined processes.
• Performance Metrics Analysis: Establish and monitor key performance indicators (KPIs) to assess operational efficiency and drive continuous improvement.

Key Skills:

• Adaptability: Demonstrate flexibility in approach and responsiveness to changing business needs.
• Problem Solving: Employ critical thinking to identify issues and develop effective solutions.
• Communication: Exhibit strong verbal and written communication skills to convey ideas clearly and effectively.
• Technology & Innovation: Leverages technology and industry best practices to drive innovation and operational efficiency.
• Professionalism & Integrity: Models honesty, trustworthiness, and a high standard of personal and professional conduct, especially in premium corporate or hospitality settings.
• Time Management & Independence: Excels at prioritization and time management, balancing independent work with collaborative initiatives in a fast-paced environment.

• High School Diploma or equivalent
• A minimum of 5 years of proven work experience in hospitality, customer service, or operations management
• A minimum of 2 years of people management experience in hospitality, events, or meeting planning is essential.
• Proven leadership experience in a concierge, front-of-house, or customer-facing environment is necessary.
• Demonstrated track record of program management and implementing continuous improvement initiatives.

• A Bachelor's degree is preferred.
• Excellent verbal and written communication skills, with the ability to communicate in a clear and concise professional manner.
• Strong operational expertise with the ability to identify inefficiencies and implement solutions.
• Exceptional customer service orientation and a proactive approach to client engagement.
• Time management, organizational skills, and planning capabilities.
• Self-motivated, confident, and energetic with a goal-oriented focus on achieving performance targets.
• Proficiency in G-Suite, Confluence, Jira, and Coupa

Please submit your application with an updated resume, location, and contact information.

If you're a current JLL employee, please apply using the Internal Career Site.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

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

• Early access to earned wages for hourly employees through Daily Pay

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