The Facilities Soft Services Program Director is accountable to develop a high performing team across multiple program workstreams including Transportation, Food & Beverage, Events and Signage, throughout an 18 million square foot campus. They will develop supplier performance, processes, and quality standards where required, while also acting as the main point of oversight to drive performance to existing success measures. They will lead in the delivery, optimization and creation of program strategy and implementation, while also being highly tactical to deliver on existing and new project deliverables. The responsibilities will include people management, stakeholder relationship management, developing and implementing of team strategies, big picture initiatives, short term tactics and governance & analytical reporting. The Sr. Program Manager shall monitor the project team deliverables in line with agreed scope and contract terms and ensures integrated learnings are recorded and socialized appropriately. Managing multi direction / level coordination & effective communication are all must haves for this role. The Facilities Soft Services Program Director is a key point of contact for the Integrated Facilities Management (IFM) Regional Manager and client so strong communication skills, being a self-starter, and solving problems quickly are necessary for success. Comfortable operating within a matrixed organization. The Facilities Soft Services Program Director would ensure success of each item listed below by setting the vision of the team, iterating existing processes and procedures, ensuring all escalations are handled in a timely manner, and manage to the KPIs to measure success. What this job involves Ability to operate within a fast-paced ever innovating matrixed organization Identify service, communication and process improvement opportunities throughout the programs Manage a team of high performing Program Managers, to elevate overall Program performance Provide centralized leadership of soft service delivery model and best practices to soft service professionals across the JLL IFM Account business (Matrix manager) Develop, deliver and implement strategic plan aligning JLL IFM function to key client strategic goals.Drive and monitor progress. Drive innovative program solutions Lead the implementation of best practices and break through innovations Utilizing Business Intelligence and Data Analytic tools to uncover hidden value. Support development, implementation and delivery of training and coaching plans for program professionals Review current service support models to ensure accuracy and reliability of delivery; with particular emphasis on consistency and partnerships. Daily leadership of all program functions across the area, ensuring that all agreed service levels and service standards are met and complied with. Maintain frequent contact with key business partners and stay up-to-date with their departmental requirements. Ensure all team members are appropriately trained to deliver exceptional customer experiences. Foster a culture of continuous improvement and innovation by leveraging Business Intelligence, introducing best practices, new tools, process re-engineering, service delivery efficiencies that enhance occupant satisfaction, wellness, safety, and productivity. Suggest ways to make program processes and records more effective and efficient. Regular reporting and updates to executive and program leadership, clients and colleagues, ensuring full understanding of progress, direction and expected results at all times. Continuous evaluation and reinvention of service capabilities delivered to clients and client employees. Ideal Experience Min. 7 years of experience in Facilities Management role or Program Management role Ability to manage, coach and develop a team of leadership level individuals Subject Matter Expert managin