JLL
ProgramManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Program Manager at JLL. Skills: Program Management, Operations Management, Customer Experience, Transportation Demand Management (TDM), Vendor Management, KPI Reporting, Stakeholder Management, Continuous Improvement. Lead, coach, and develop the Customer Experience team. Own strategic KPI reporting and present insights to leadership”
Industry & Context.
analytical capabilities; resolve complex escalations; derive insights from complex data sets
What They're Looking For.
Must Have
Bachelor's degree in Business Administration, Operations, or a related field, 5+ years in program or operations management, preferably in facilities, transportation, or employee services, 3+ years leading or supervising teams within Commute programs (transportation, facilities, or workplace services programs), Proven ability to manage performance, onboarding, and staffing, stakeholder communication and executive reporting skills, Experience tracking KPIs, SLAs, and driving data-based decisions, Ability to manage vendor relationships and resolve complex escalations
Nice to Have
Master's degree or equivalent advanced education, Familiarity with commute benefit platforms or mobility management tools, Background in change-management or process improvement methodologies, Experience presenting to senior leadership or cross-functional stakeholders, Proficiency with data visualization or reporting tools, Experience developing communication strategies and managing intranet content, Knowledge of transportation demand management (TDM) programs and sustainability initiatives, Experience optimizing service delivery for large-scale corporate office facilities, analytical capabilities with ability to derive insights from complex data sets, Passion for sustainable transportation solutions and innovative mobility options
What You'll Do.
and develop the Customer Experience team
Own strategic KPI reporting and present insights to leadership
Design escalation strategies and resolve Tier 3+ issues
Drive communication strategies
and employee engagement
Sponsor improvement initiatives and implement best practices
Manage vendor relationships for parking
Develop and execute transportation demand management (TDM) programs
Present findings and recommendations to senior leadership and cross-functional stakeholders
How You'll Work.
Team & Collaboration
cross-functional coordination; Present findings and recommendations to senior leadership and cross-functional stakeholders
Communication Scope
stakeholder communication; executive reporting skills; communication strategies; intranet content; employee engagement; present findings and recommendations
Process & Methodology
program management, operations management, improvement initiatives
Full Job Description
**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. **What this job involves:** The Commute team manages transportation planning and transportation demand management (TDM) programs for large-scale corporate office facilities across North America locations. We're dedicated to providing innovative transportation options that reduce single-occupancy vehicle commuting, enhance employee experience, and support Amazon's sustainability goals. We're seeking an experienced Program Manager to lead our customer experience operations for parking, transportation, and shuttle services. You'll oversee customer service teams, develop communication strategies, optimize service delivery, and ensure exceptional employee experience. This role requires strong leadership, analytical capabilities, and a passion for sustainable transportation solutions. You will lead, coach, and develop the Customer Experience team, own strategic KPI reporting, design escalation strategies, drive communication strategies, sponsor improvement initiatives, and manage vendor relationships and SLA compliance to deliver outstanding commute program operations. **What your day-to-day will look like:** * Lead, coach, and develop the Customer Experience team including 1:1s, performance reviews, onboarding, and staffing decisions * Own strategic KPI reporting and present insights to leadership, tracking performance metrics and driving data-based decisions * Design escalation strategies and resolve Tier 3+ issue
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