Workspace Experience And Operations Lead
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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.
A multi-disciplinary Workspace, Experience & Operations Lead role responsible for driving operational performance excellence across the portfolio in the GCC (UAE, Bahrain, Kuwait, Qatar). This position will lead transformation initiatives while ensuring exceptional service delivery that meets all contractual obligations. The WE&O Manager will support the Country Lead/Sub-Regional Lead, oversee direct reports, and cultivate a forward-thinking, experience-led approach that challenges traditional operational mindsets and introduces systematic changes to enhance efficiency and quality.
What your day-to-day will look like:
Through direct reports, drive operational excellence across hard and soft services, ensuring compliance with KPIs and SLAs and operational performance
Implement and champion a "manage by exception" operational model, ensuring that routine work orders, incidents, and service delivery are managed autonomously by JLL, with client involvement only for high-severity issues, strategic decisions, or material exceptions
Establish clear escalation protocols and accountability pathways to reduce administrative burden on the client and empower the local JLL team to make decisions within agreed parameters
Own the end-to-end lifecycle of incident management and work order closure over area of responsibility, ensuring all documentation, evidence, and corrective actions are completed, retained, and audit-ready
Lead and develop operational teams to deliver exceptional client service and performance
Implement transformation/new ways of working methodologies across country operations, challenging the status quo
Enhance reporting and communication frameworks providing clear visibility of operational performance
Work closely with regional vertical leaders while driving local performance changes through WE&O team
Manage supply chain key relationships and embed a mindset to hold vendors accountable for quality and timeliness
Lead vendor performance management, ensuring contract compliance, timely delivery, and quality standards
Lead by example with decisive action, risk-based prioritization, and elevated operational standards
Desired or preferred experience and technical skills:
Proven success in operational transformation
Strong understanding of GCC market requirements & challenges and local regulations
Exceptional leadership ability with demonstrated team development capabilities
Financial acumen and budget management expertise
Experience implementing innovative operational improvement solutions
Process-driven approach with ability to design and implement systematic improvements
Proficiency with Microsoft Office and facilities management technology platforms
Required skills and experience:
Experience managing teams with demonstrated people management skills
Knowledge of building regulations, health & safety protocols, contractor management, and statutory compliance
Project management experience with ability to meet tight deadlines
Proven track record of working collaboratively to solve problems in a timely manner with professionalism
Excellent communication skills with ability to engage effectively with clients and stakeholders
Demonstrated ability to drive performance improvement and transformation initiatives
Bachelor's degree in Facilities Management, Business Administration or related field, or equivalent experience
Location:
On-site – Dubai, ARE
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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