Job Description

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.

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.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. 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.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.