Workplace Experience Specialist

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Workplace Experience Specialist

What this job involves:

As a Workplace Experience Specialist, you will be the face of exceptional service delivery at Microsoft's Colombia and Ecuador locations. This role goes beyond traditional facility management—you'll serve as a Building Ambassador, orchestrating seamless workplace experiences for staff and guests while driving innovation in soft services delivery. You'll oversee reception, office supplies, mail services, general cleaning, parking programs, and day porter operations, ensuring every touchpoint reflects world-class hospitality standards. This position is critical to JLL's partnership with Microsoft, directly impacting employee satisfaction, operational excellence, and the continuous evolution of workplace services across the region. If you're passionate about creating outstanding workplace environments and thrive in a dynamic, client-facing role, this opportunity offers the chance to shape the future of work at one of the world's leading technology companies.

What your day-to-day will look like:

• Oversee Soft Services Operations: Manage reception, office supplies, shipping/receiving, mail distribution, courier services, general cleaning, day porter services, parking programs, and key card management ensuring compliance with Microsoft's standardized processes and SOPs
• Deliver World-Class Customer Experience: Act as Building Ambassador conducting site "sweeps," proactively engaging with end users, managing work orders through Facility Link, and ensuring all service requests meet defined response times per the Response Priority Matrix
• Manage Tier Two Vendor Relationships: Source, onboard, train, and oversee performance of specialized soft service providers, validate invoices for accuracy and compliance, and track vendor performance against KPIs and contractual obligations
• Execute New Hire & Exit Coordination: Provide comprehensive facilities onboarding for new Microsoft employees including workspace setup and supplies, and coordinate exit activities ensuring seamless transitions
• Drive Continuous Improvement: Identify service enhancement opportunities, analyze Facility Link data for insights, benchmark best practices within JLL accounts, and propose cost-saving initiatives aligned with regional service optimization goals
• Support Reporting & Strategic Planning: Provide accurate monthly, quarterly, and annual operational reports, contribute to Country Plan development, execute Customer Experience projects, and deliver behavioral trend insights to enhance workplace effectiveness
• Ensure Financial Compliance: Process Tier One and Tier Two provider invoices within agreed terms, ensure contractually correct payments, verify invoice accuracy, and maintain adherence to Microsoft expenditure authorization limits

Required Qualifications:

• Bachelor's degree in Hospitality, Hotel & Resort Management, or related field
• 2-4 years of experience in hospitality or related customer-facing service delivery environment
• Proven experience managing soft services (reception, cleaning, mail services, office supplies) in corporate office environments
• Strong vendor management skills with demonstrated ability to oversee specialized service providers and measure performance against defined success criteria
• Budget management experience and financial analysis skills including invoice validation and expenditure tracking
• Fluent proficiency in both Spanish and English (written and spoken) to support bilingual service delivery across Colombia and Ecuador
• Advanced proficiency in Microsoft Office tools (Excel, PowerPoint, Outlook, Word) for reporting, data management, and communications

Preferred Qualifications:

• Experience working within the technology industry, particularly supporting corporate campuses or innovation hubs
• Knowledge of workplace experience trends, hospitality best practices, and modern workplace service delivery models
• Familiarity with work order management systems (e.g., Facility Link) and data analysis to extract operational insights
• Understanding of environmental sustainability initiatives and ability to support green building programs
• Experience implementing client relationship management (CRM) strategies and marketing/communications activities for workplace services
• Exposure to Integrated Facility Management (IFM) meeting cadence including operational, strategic, and best practice forums
• Basic knowledge of key card/access control systems and parking management programs that can be further developed in role

Location:

On-site –Bogota, COL

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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