Job Description

What this job involves:

As a Program Delivery Manager--Meetings and Events at JLL, you'll take leadership responsibility for managing the EMEA in-region service delivery team for onsite events held in corporate facilities, working as part of Amazon Travel and Events. This customer-obsessed management role requires you to provide oversight to the team that coordinates event support within corporate facilities while ensuring compliance with global and regional playbooks for consistent execution. You'll monitor customer service levels, manage regional staffing and service level agreements (SLAs), and lead a team of service delivery employees to exceed expectations. This position offers the opportunity to make a significant impact on programmatic success by measuring and reporting on KPIs that represent the voice of customers while authoring white papers and providing leadership with data-driven insights. By joining our collaborative team of meeting and event professionals with extensive industry experience based around the world, you'll contribute directly to developing best-in-class travel and meeting programs while advancing your career in a dynamic, customer-centric environment that values innovation and operational excellence.

What your day-to-day will look like:

Monitor customer service levels in relation to onsite support, inventory, regional staffing, and SLAs to ensure objectives are met or exceeded while establishing continuous improvement resolutions when standards fall below expectations Ensure compliance with global and regional playbooks and guidelines for consistent execution by local onsite meetings and events service delivery teams Measure and report on programmatic KPIs that represent customer voice while authoring white papers to support proposed regional changes to processes and policies Meet regularly with onsite service delivery regional team members to ensure engagement, connection, and information flow while fostering positive work culture and employee satisfaction Lead and manage a team of service delivery employees, overseeing their development and performance through clear goal setting, regular feedback, and performance reviews Serve as first point of escalation for onsite service delivery workflows and customer service issues while ensuring team compliance with all JLL-related processes and trainings Provide leadership with data and key metrics to support proposed decisions while coordinating cross-functional team projects and sustainable process implementation.

Required Qualifications:

Minimum 5 years of meetings and events management, hospitality, or related experience Minimum 2 years of program management experience with proven track record Experience managing projects across cross-functional teams while building sustainable processes and coordinating implementation Intermediate to advanced user experience with common Meeting Management technology platforms Demonstrated ability to lead and manage teams with focus on development and performance management Strong analytical skills with ability to measure, report, and interpret programmatic KPIs Excellent communication skills for stakeholder engagement and team leadership.

Preferred Qualifications:

Bachelor's degree in Hospitality or related field or equivalent professional experience Experience working in onsite corporate meetings and events environments Experience communicating effectively with both technical and non-technical stakeholders Demonstrated track record of cultivating strong working relationships and driving collaboration across multiple teams CMP (Certified Meeting Professional) or other relevant industry certifications Third-party meeting management vendor/agency experience with direct operations responsibility Strategic Meetings Management Program (SMMP) experience in either third-party or buyer role with business travel experience.

Location: Onsite

At JLL, we are collectively shaping a brighter way -- for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.