New 
Professional, Workplace Manager
 JLL | |
 United States, California, San Francisco | |
 Dec 24, 2024 | |
|
Key Responsibilities
This role is based onsite and requires presence at the client's San Francisco and Mountain View office. Your primary focus will be delivering end-to-end customer experiences while managing core operational tasks effectively. Adhere to all JLL and client policies and values. Observe the way both Atlassian staff and Atlassian processes work so you can anticipate future needs and propose improvements. Communicate with your stakeholders and with your customers through 1-to-1 interactions, focus groups and company tools to maintain feedback loops and gain real time insights. Run high-visibility, high-impact strategic programs (which range from technical delivery, analytics deep dives, customer insights, operational efficiency, and change management). Work across the organization and company to drive outcomes, align with business owners and stakeholders, mitigate risk, and deliver value to our internal and external customers. Key Responsibilities combine with day-to-day Focus on critical priorities and projects that drive client goals and OKRs. Introduce new tools, processes, and products in your region as part of global rollout plans. Support and drive internal customer initiatives by utilizing data to showcase the tangible customer impact of new or enhanced processes, products, and services. Identify and document recurring issues for operational enhancements. Efficiently manage financial programs, including special program budgets, OPEX budget, procurement process, and cost centers. Creative and Innovative ideas and concepts for enhancing Workplace Experience support. Conduct New Hire onboarding sessions and contribute to process improvement projects and feedback. Maintain a comprehensive understanding of your office's performance indicators. Collaborate with your regional manager to develop plans aligning with business targets. Identify opportunities for cross-functional team collaboration during visits to Atlassian offices. Assist with workplace-related request tickets. Effectively communicate operational risks and adhere to established escalation procedures. Participate in regular team training and complete professional development courses. Travel may be necessary. Provide guidance during daily operations and emergencies, acting as a floor warden when needed. Critical Competencies for Success Ensuring Exceptional Customer Service Proactively anticipating and addressing client needs and concerns, effectively turning challenges into opportunities. Assuming responsibility for enhancing each employee's on-site experience and actively pursuing ways to exceed expectations. Demonstrating visible engagement and establishing a strong presence in the workplace. Client Focus & Relationship Management Demonstrates a proactive and professional approach to customer service and stakeholder engagement. Capable of engaging with a diverse range of client staff, including senior management. Possesses a customer service-oriented mindset. Identifies potential risks and promptly escalates them to prevent any privacy breaches, security incidents, or disruptions to Atlassian's operations. Monitors and oversees the performance of third-party vendors in relation to service delivery. Proactively identifies and escalates risks and issues at the account level (such as audit findings, client complaints, significant vendor service issues, information security concerns, and any impact on Account KPIs). Embraces a culture of continuous improvement and innovation by utilizing business intelligence, embracing and contributing to the development of best practices at the IFM platform level, including the adoption of new tools, process re-engineering, and other initiatives aimed at enhancing service delivery efficiencies. Results Focus Showcases unwavering dedication to clients. Pays meticulous attention to detail and offers valuable support to maintain uniformity. Demonstrates adept time management, organizational prowess, and effective planning abilities. Integrates a risk management approach across all operational facets. Displays flexibility in embracing change and resilience in challenging situations. Consistently surpasses set objectives, encompassing performance and customer service targets. Adheres to and carries out tasks in alignment with SLAs, standard procedures, upholding a professional brand image, and ensuring compliance with relevant local laws and regulations. Key Skills Self-motivated, confident, and energetic. Focus on customer/client experience. Possesses problem-solving skills and the ability to navigate ambiguity. Capable of thriving in a fast-paced environment and handling challenging situations effectively. Flexible and adept at adapting to rapidly changing circumstances. Goal-oriented with a focus on achieving all performance targets. Strong communicator with excellent presentation skills and proficient in verbal and written communication (English); also an attentive listener. Demonstrates honesty and trustworthiness. | |