Jll
SeniorProgramCoordinator,Commute
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“Senior Program Coordinator, Commute at Jll. Skills: Customer Experience SME, Program Management, Team Leadership. Serve as Customer Experience Subject Matter Expert. Provide expert-level knowledge and support”
Industry & Context.
Organizational and analytical skills; Advanced analytical and quantitative skills; Ability to comprehend, analyze, and interpret complex documents
What They're Looking For.
Must Have
2+ years of experience in transportation demand management, communications, customer service, or related field, Program management and program development experience, Proven team leadership experience, Enthusiasm for sustainable transportation, Excellent written and verbal communication skills, organizational and analytical skills, Ability to provide efficient, timely, reliable, and courteous service to customers, Experience building consensus across diverse stakeholders and driving complex, cross-functional programs in a fast-paced environment, Public speaking skills and ability to lead effective meetings, Intermediate proficiency in Microsoft Office ability to quickly learn and adapt to various software applications, General knowledge of financial terms and ability to calculate intermediate figures such as percentages, discounts, and commissions, Ability to comprehend, analyze, and interpret complex documents, Advanced analytical and quantitative skills
Nice to Have
Experience serving as Customer Experience Subject Matter Expert (SME) providing expert-level knowledge and support for employee-facing customer service programs, Track record serving as go-to expert for managed parking and shuttle services, ensuring seamless operations and high standards of service, Background working closely with Commute Program Managers and managing vendor relationships, Experience supervising and leading customer experience representatives for parking and shuttle services, Track record developing and executing top-tier customer service programs, Experience coaching and developing team members to become subject matter experts in employee commuting including parking, shuttles, rideshare, transit, carpool, bike, and walk options, Background developing standardized training and onboarding processes for new team members, Experience utilizing quantitative metrics to monitor and report on KPIs such as email response time, ticket resolution time, and accuracy, Track record ensuring response times and completion rates meet or exceed established Service Level Agreements (SLAs), Experience tracking and analyzing customer feedback through ticket survey responses, Background conducting regular audits to ensure compliance with company guidelines, Experience implementing strategies to prevent future escalations, Track record overseeing monthly managed parking processes and communications, Experience implementing best practices and driving continuous improvement through communication with parking garage management, Background collaborating with shuttle and parking vendors to ensure they meet service level agreements and performance standards, Experience monitoring and analyzing shuttle and parking services to identify areas for improvement, Track record overseeing recruitment, selection, promotion, advancement, corrective action, and termination processes, Experience preparing and delivering performance appraisals while mentoring and coaching team members
What You'll Do.
Serve as Customer Experience Subject Matter Expert
Provide expert-level knowledge and support
Serve as go-to expert for parking and shuttle services
Ensure seamless operations and high standards
Work closely with Commute Program Managers
Manage vendor relationships
Ensure effective support for commute options
Supervise and lead customer experience representatives
Develop and execute customer service program
Coach and develop team members
Develop standardized training and onboarding processes
Continuously enhance training programs
Utilize quantitative metrics to monitor KPIs
Track and analyze customer feedback
Conduct regular audits for compliance
Provide mentorship and coaching
Handle and resolve customer escalations
Coordinate with relevant departments
Audit email workflows for prompt action
Maintain organization and verify accuracy
Oversee monthly managed parking processes
Implement best practices and drive improvement
Facilitate consistent communication with stakeholders
Provide comprehensive updates on program metrics
Collaborate with shuttle and parking vendors
Ensure vendors meet service level agreements
Handle operational logistics
Monitor and analyze shuttle and parking services
Identify areas for improvement
Implement changes to optimize routes
Schedule presentations
Oversee team member management
Set goals for team members
How You'll Work.
Team & Collaboration
Work closely with Commute Program Managers; Coordinate with relevant departments to address issues; Facilitate consistent communication with project managers and stakeholders; Collaborate with shuttle and parking vendors
Communication Scope
Excellent written and verbal communication skills; Public speaking skills; Ability to lead effective meetings
Process & Methodology
Program management, Program development, Driving complex, cross-functional programs
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 Senior Program Coordinator, Commute will serve as the Customer Experience Subject Matter Expert (SME), providing expert-level knowledge and support for a best-in-class, employee-facing customer service program for a large corporate client. This role involves serving as the go-to expert for both managed parking and shuttle services, ensuring seamless operations and high standards of service. You will work closely with Commute Program Managers, manage vendor relationships, and ensure effective support to promote commute options and benefits. You will supervise and lead customer experience representatives for both parking and shuttle services, developing and executing a top-tier customer service program. This position requires you to coach and develop team members to become subject matter experts in all aspects of employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options. The Commute team manages commute benefits, transportation planning, and parking demand management (TDM) programs for large scale corporate office facilities across North America. **What your day-to-day will look like:** * Supervise and lead customer experience representatives for both parking and shuttle services, developing and executing a top-tier customer service program * Coach and develop team members to become subject matter experts in all aspects of employee commut
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