Program Manager - Mail & Reception

$85,100 - $123,400/Yr

JLL - New York, NY

Full-time - Mid Level

New York, NY

1,001-5,000 employees

Real Estate

About the position

The Program Delivery Manager for Mail & Reception at JLL is responsible for overseeing the delivery of mail and reception services in a corporate environment. This role involves collaboration with external and internal vendors, managing vendor performance, and ensuring a high level of customer service. The position requires strong project management skills and a focus on continuous improvement to enhance the customer experience.

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.
• Demonstrate continuous effort to improve operations, service levels, and streamline work processes.

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 project management.
• Ability to manage vendors and vendor performance.
• Strong problem-solving skills.

Benefits

• Competitive salary range of $85,100 - $123,400 per year.
• Full-time employment with opportunities for career growth.
• Supportive work environment focused on employee development.