M&E Amer Service Delivery Manager

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

We're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.

Are you excited about taking responsibility for working with a team that is focused on developing best-in-class travel and meeting programs for tech company employees? If so, we are currently seeking a Meetings and Events Program Manager to bring their expertise to support regional delivery of meetings and events for our global program. Our team is comprised of meeting and event professionals with extensive industry experience, who are based around the world.

This role will manage in-region service delivery across various service lines regardless if the event is onsite in corporate facilities, offsite, or virtual. We are seeking a customer obsessed program manager to represent the AMER region in providing oversight to end-to-end meetings and event services, including venue sourcing, hotel room blocks, onsite corporate facility support, event planning services, website builds, and more. We are looking for an individual to integrate the global meeting & events program standards across local services lines (intake, sourcing, planning, and execution) and adapt to regional nuances.

Key Responsibilities

• Reports to the Meetings and Events Global Service Delivery Manager

• Stay engaged with end-to-end event planning process for high-level customer meetings and events

• Regional integrator for service delivery for the global Meetings and Event program (onsite, offsite, hybrid) with a regional customer focused lens.

• Monitors customer service levels in relation to onsite support/inventory, regional staffing and service levels agreements (SLAs) to ensure objectives are being met or exceeded

• If outcomes are below standards, establishes resolution for continuous improvement and escalates to the Global Service Delivery Manager

• Ensure compliance of global Meetings and Events playbooks and guidelines for consistent execution by local onsite Real Estate and Facilities teams and offsite service delivery teams.

• Decision maker for regional operational issues/non-compliances.

• Key stakeholder with global Meetings and Events Operations for edits to playbooks and guidelines.

• Ensures regional teams are not operationalizing in a siloed manner.

• Removes roadblocks for implementation of global program.

• Connection point across all service delivery teams and a Champion of Change

• Measure programmatic KPIs that represent the voice of customers

• Author white papers and their review to support proposed regional changes to processes, policies, guidelines

• Provide leadership with data and key metrics to support proposed decisions.

• Develop and proposes innovative ideas

• Meets regularly with onsite and offsite service delivery regional team members to ensure they are engaged, connected and informed

• Point of escalation for onsite and offsite service delivery workflows and customer service issues/resolutions

Basic Qualifications

• 5+ years of meetings and events management, hospitality, or related experience

• 2+ years of program management experience

• Experience managing projects across cross functional teams, building sustainable processes and coordinating implementation

• Intermediate to advanced user-experience with common Meeting Management technology

Preferred Qualifications

• Bachelor's degree in Hospitality or related field or equivalent experience

• Experience working in either onsite or offsite corporate meetings and events

• Experience communicating with technical and non-technical stakeholders

• Demonstrated track record of cultivating strong working relationships and driving collaboration multiple teams

• Strong written communication skills

• CMP (certified meeting professional) or other industry certification valued

• Strategic Meetings Management Program (SMMP) experience desirable either 3rd Party or buyer role. Business Travel experience a plus

Estimated compensation for this position is:

148,900.00 - 215,900.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

On-site -Arlington, VA, Seattle, WA

Job Tags:

GREF

If this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary

• Paid Time Off and Company Holidays

• Flexible and Remote Work Arrangements may be available

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