Director Of Operations Jobs

We have an opportunity for a Human Experience Operations Director to support our client Capital One. You will be responsible for approximately 30 facilities throughout VA, TX, NY, IL, MA, and potentially Canada. This job can be stationed at any one of the three campuses located in Richmond VA, McLean VA, or Plano, TX. You will travel to the other facilities approximately once a month.

Schedule Monday - Friday 8 a.m. - 5 p.m. (The schedule can vary - flexibility is needed based on client and facilities needs).

The salary range is $105,300 - 135,000 depending on your experience.

In this role, you will be responsible for all aspects of experience-focused services on the account including soft services, amenity programming, customer experience training, and operations. You will oversee an integrated service offering that positively impacts how our client’s employees and guests experience the workplace.

Does partnering with a client that is a best-in-class visionary leader in the realm of employee experience excite you? Apply today!

Here is some of what you will be doing:

• Oversee the Soft Services team and related vendor partner relationships by providing a concierge-like approach and seamless interface with field teams supporting the client’s real estate through organization, leadership, responsiveness, and creativity.

• In consultation and collaboration with Experience leadership, you will oversee the operation, staffing, performance, and development of the service delivery staff and field team processes.

• Develop and review operational SOPs & administer changes as part of continuous improvement, while ensuring appropriate processes are followed across the portfolio.

• Work closely with Account Leadership and our client to understand the goals, objectives, and focus areas for Experience Services on the account.

• Develop comprehensive business plans that enhance employee engagement, increase productivity, reduce cost, mitigate risk, and create value for our Client and JLL.

• Manages the operational implementation of experience-focused services on the account, developing programs, tools, and processes while integrating the underlying services.

• Develop and implements a customer experience training plan that enables exceptional service delivery across the account globally.

• Establish and maintain sound management guidelines for appropriate staffing levels in accordance with client service level agreements and operating days.

• Monitors and manages 3rd party vendor spending related to soft services.

• Utilize interpersonal and communication skills to lead, influence, and encourage others, and also encourage and build mutual trust, respect, and cooperation among the team members.

• Ensure that expectations and objectives are clearly communicated, and be an active contributor to JLL’s global Human Experience platform for best practices, innovation & knowledge sharing.

Customer Service

• Drive hospitality best practices that foster vibrancy, community, and culture, and ensure the Client’s employee experience is enhanced through a concierge-like approach with personalized responses to day-to-day requests.

• Create an employee and visitor experience that exudes the Client’s culture and promotes their values to help attract and retain talent.

• Drive a service excellence culture within the delivery and operational management teams.

• Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices at the platform level including new tools, process re-engineering, and other ideas that provide service delivery efficiencies.

Team Management

• Develop and manage a high-performing administrative team to support the business and increase productivity.

• Work with the administrative support team to create performance agreements that align with business objectives, clearly outline expectations, and with measurable results.

• Actively encourage an environment that drives teamwork, cooperation, and performance excellence.

• Ensure the team is well-trained in all facilities' policies, procedures, and systems, identify learning opportunities, and provide training as needed.

• Manage recruiting, hiring, and onboarding processes and manage marginal performers.

Who are we looking for?

Professionals with:

• 10+ years prior experience in Soft Services, Operations, or hospitality including managing a diverse team.

• Proven leadership skills with the ability to manage multiple priorities and deliver results in a fast-paced heavily matrixed environment.

• Strong analytical/financial aptitude. Ability to gather data, assess situations and quickly develop solutions.

• Proficient skills in Microsoft Office Suite and Google Suite

Preferred:

• Knowledge of the commercial real estate or hospitality industry

• A bachelor's degree

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