Jll
SSCCommuteProgramManager
Neural analysis suggests this role is
optimal for Mid candidates.
“SSC Commute Program Manager at Jll. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Manage and develop employee-facing communications and customer service program. Supervise and lead customer service coordinators”
What You'll Achieve.
Develop and report on Key Performance Indicators for the program; Provide recommendations based on findings; Standardize program administration across North America; Drive commute efficiency
Industry & Context.
Advanced analytical and quantitative skills; Ability to comprehend, analyze, and interpret complex documents; Proactively identify process and program improvements
What They're Looking For.
Must Have
5+ years of experience working in transportation demand management, program administration, communications, customer service, or related field where relevant skills can be demonstrated, Program management and program development experience, Experience working in a call center environment, quantitative and data analysis intermediate knowledge of database management, Demonstrated ability to coach and manage a team, and provide leadership that inspires a team to excel in a demanding environment, Ability to proactively identify process and program improvements and make recommendations, Intellectual curiosity and a desire for continuous improvement, Excellent written and verbal communication skills, organizational and analytical skills, Ability to provide efficient, timely, reliable, and courteous service to customers, Demonstrated ability to draft clear communications and communications plans, Experience building consensus across a diverse range of stakeholders and driving complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment, public speaking skills and the ability to lead short but effective meetings with stakeholders, 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, Proficiency using MS Office Suite, including intermediate to advanced knowledge of Excel
Nice to Have
SmartSheet, Tableau, and SharePoint experience, Enthusiasm for/interest in sustainable transportation, Track record managing and developing best-in-class, employee-facing communications and customer service programs for large corporate clients, Experience working closely with Commute CSX teams and Commute Program Managers, Background managing teams of CSX Coordinators, Experience leveraging commute software programs to manage parking and shuttle programs, Track record overseeing key commuting communications to ensure delivery of friendly, accurate, and timely information, Experience managing employee communication channels to respond to and resolve high-visibility commute related escalations, Background acting as Subject Matter Expert (SME) and central liaison on all matters related to day-to-day operations of programs, Experience partnering with internal and external stakeholders to manage and improve employee experience associated with commute programs, Track record developing and reporting on Key Performance Indicators for programs, Background partnering with internal client stakeholders to manage supplier reviews, sourcing, contract and service quality review, and financial tracking, Experience developing processes that standardize program administration across North America, Track record maintaining accurate commute records in software databases with high degree of data integrity, Background utilizing tools to analyze parking utilization and capacity, Experience coordinating data analysis and reporting for program elements including shuttle ridership data, route performance data, environmental impact, and financials, Track record managing components of monthly parking programs including request processing, parking device distribution, cancellation, and device collection, Experience preparing and delivering performance appraisals for staff, Background mentoring and coaching team members to further develop competencies, Experience coaching and developing team members to become Subject Matter Experts (SMEs) in all things related to assigned parking
What You'll Do.
Manage and develop employee-facing communications and customer service program
Supervise and lead customer service coordinators
Manage employee communication channels
Respond to and resolve commute related escalations
Act as Subject Matter Expert on program operations
Partner to manage and improve employee commute experience
Develop and report on Key Performance Indicators
Partner to manage supplier reviews
Develop processes that standardize program administration
Maintain accurate commute records in software database
Utilize tools to analyze parking utilization
Coordinate data analysis and reporting
Manage monthly parking program components
Create monthly reports on parking capacity
Recommend staff recruitment and selection
How You'll Work.
Team & Collaboration
Work closely with Commute CSX teams and Commute Program Managers; Manage a team of CSX Coordinators; Communicate with facility managers, vendors, executive leadership, and front-line employees; Partner with internal and external stakeholders; Partner with internal client stakeholders; Coordinate with team members; Build consensus across a diverse range of stakeholders; Drive complex, cross-functional programs forward; Lead short but effective meetings with stakeholders
Communication Scope
Excellent written and verbal communication skills; Demonstrated ability to draft clear communications and communications plans; Public speaking skills
Process & Methodology
Program management, Program development, Drive 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 SSC Commute Program Manager will be responsible for managing and developing a best-in-class, employee-facing communications and customer service program for a large corporate client. This position will work closely with Commute CSX teams and Commute Program Managers and will manage a team of CSX Coordinators. The team leverages various commute software programs to manage parking and shuttle programs, while also assuming responsibility for overseeing all key commuting communications to ensure the delivery of friendly, accurate, and timely information. The Commute team manages transportation planning and transportation demand management (TDM) programs for large scale corporate office facilities across North America. The team is dedicated to providing employees with a variety of innovative transportation options that reduce their reliance on driving alone. You will supervise and lead a team of customer service coordinators in the development of a best-in-class customer service program while clearly communicating, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership, and front-line employees. You will manage employee communication channels to respond to and resolve high-visibility commute related escalations in a fast-paced and demanding environment. **What your day-to-day will look like:** * Supervise and lead a team
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