Program Manager - Mail & Reception

$85,100 - $123,400/Yr

JLL - New York, NY

Full-time - Mid Level

New York, NY

Real Estate

About the position

The Program Delivery Manager for Mail & Reception at JLL is responsible for ensuring excellent program delivery in a fast-paced corporate environment. This role involves managing Mail and Reception programs, collaborating with vendors and key stakeholders, and focusing on customer experience. The position requires strong project management skills, vendor management, and a commitment to continuous improvement.

Responsibilities

• Assume a lead role representing the service lines within the IFM team.
• Ensure services are managed and delivered consistently across the assigned area.
• Provide direction and training for the highest level of customer service with an experience focus.
• Motivate a team built around collaboration, clear communication, continuous improvement, and respect.
• Act as an escalation point for the team to identify and solve customer issues.
• Conduct financial/business analysis including the preparation of reports.
• Manage 3rd party vendor performance to ensure they meet contract goals, KPIs, and SLAs.
• Maintain on-site presence to ensure vendor team's service performance criteria are met.
• Provide strategic consultation and guidance for complex customer requests.
• Develop and maintain standard operating procedures (SOPs) for Mail/Reception services operations.
• Review budget documents prior to submission for accuracy and completeness.

Requirements

• 4 years college degree or 4-6 years of equivalent work experience.
• Customer obsessed and process driven.
• Excellent leadership, communication, and interpersonal skills.
• High level of accuracy and attention to detail.
• Ability to work independently and in ambiguous circumstances.
• Excellent organizational and follow-through competencies.
• In-depth knowledge of financial terms and principles.
• Ability to forecast and prepare budgets.

Nice-to-haves

• Experience in commercial real estate or related fields.
• Strong problem-solving skills.
• Ability to streamline service processes.

Benefits

• Competitive salary range of $85,100 - $123,400 per year.
• Opportunities for career growth and development.
• Supportive work environment focused on collaboration.