Event Services Program Manager

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.    What this job involves: As the Event Services Program Manager, you will play a key role within the Meetings & Events team, managing a team of Event Services Specialists who deliver customer-facing services that drive efficiencies for seamless workflow processes and the continued adoption of the Meetings & Events program globally. At JLL, we are collectively shaping a brighter way — for our clients, ourselves, and our fellow employees. In this role, you will oversee the intake process for offsite meetings and events (events that do not take place within corporate space), ensuring your team delivers the highest level of customer service with an event experience focus. We embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. You will serve as the escalation point for the Event Services team, identifying solutions with a customer-obsessed focus to deliver exceptional experiences while driving team utilization of event technologies, document management, and communication tools. 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. The ideal candidate thrives in a fast-paced and constantly evolving environment, bringing a highly consultative and collaborative approach with the ability to manage a team to ensure objectives are met, navigate escalations effectively, and exceed customer expectations. We support each other's wellbeing and champion inclusivity and belonging across teams. This position requires strategic thinking, strong leadership capabilities, and deep knowledge of the meetings and events industry to support the overall Travel and Events organization goals, initiatives, and strategy. What your day-to-day will look like: Oversee the team of Event Service Specialists who manage intake for offsite meetings/events, ensuring direction and training for the highest level of customer service with an event experience focus Motivate a team built around collaboration, clear and consistent communication, continuous improvement, and respect while conducting regular performance evaluations and providing constructive feedback to support professional growth Serve as the escalation point for the Event Services team to identify and solution with a customer-obsessed focus for exceptional experiences while managing complex requests and ensuring service delivery excellence Drive team utilization of event technologies, document management and communication tools while designing and delivering customized training programs for team members to enhance capabilities Provide strategic consultation and guidance for complex requests to ensure service delivery and excellent customer experiences while serving as the first point of contact for customer escalations and concerns Support global operating procedures, document processes, and provide recommendations for continuous process improvements while developing and maintaining standard operating procedures (SOPs) for event services operations Establish relationships and cross-collaborate with key internal teams to ensure seamless coordination across the Travel and Events organization Contribute to the development of data and reporting frameworks that monitor performance and inform strategic decision-making related to event services delivery Collaborate with events