Soft Services Lead

Transform at JLL in our work dynamics division as a Soft Services Lead on a global client account in our Technology Vertical! Our client campus in NE Corvallis is a major research, development, and manufacturing facility. The Soft Services Lead is responsible for leading the day-to-day delivery, performance, and continuous improvement of soft services across the Corvallis site. The role provides dedicated ownership of the workplace services that directly influence employee experience, site presentation, service quality, and operational effectiveness. This position serves as the primary operational lead for soft services suppliers and internal service partners, ensuring services are delivered safely, consistently, efficiently, and in alignment with CREWS standards, contractual requirements, site expectations, and business needs. The role works closely with the Corvallis Facilities Manager and broader facilities organization while maintaining direct accountability for the performance and governance of assigned soft services programs.

Responsibilities

Lead the daily execution and performance of soft services across the Corvallis site; Provide operational ownership for janitorial, waste and recycling, mail and shipping, pest control, landscaping, workplace support, conference and meeting support, office and common-area services, and other employee-facing facility services; Ensure service delivery standards are clearly defined, understood, measured, and consistently achieved; Serve as the primary escalation point for soft services performance issues; Coordinate with Facilities, Engineering, EHS, Security, Workplace Experience, and other functional partners; Manage day-to-day relationships with assigned suppliers and service partners; Establish clear expectations for staffing, service quality, response, productivity, and customer experience; Conduct routine service inspections, quality audits, performance reviews, and corrective-action follow-up; Validate supplier performance against contractual obligations, KPIs, SLAs, and site-specific expectations; Identify recurring service gaps and drive sustainable corrective actions; Support supplier business reviews and performance governance; Maintain a high standard for cleanliness, appearance, functionality, and readiness of employee-facing spaces; Partner with site stakeholders to understand changing workplace needs; Review service requests, employee feedback, customer satisfaction trends, and operational data to identify improvements; Support site events, leadership visits, and other high-visibility activities; Support development and management of the soft services operating budget; Review supplier spend, staffing models, consumption, and service frequencies to identify efficiency opportunities; Validate invoices and service delivery as appropriate; Identify cost avoidance, productivity improvements, and savings opportunities; Support forecasting and annual planning activities; Maintain operating procedures, service standards, schedules, documentation, and supplier records; Ensure soft services work is reflected in work-order, service-management, and reporting systems; Support compliance with CREWS policies, EHS requirements, site procedures, and applicable regulatory standards; Participate in site operational reviews and provide reporting on service performance, risks, trends, and improvement actions; Use operational data, employee feedback, inspections, and industry best practices to improve service delivery; Evaluate opportunities for automation, standardization, revised service frequencies, and improved supplier models; Partner with regional teams to implement scalable soft services standards and best practices

Requirements

High school diploma or GED equivalent; 3+ years of 3rd party commercial facilities management, workplace experience services, corporate hospitality, property operations, supplier management, or a related field; Demonstrated experience managing service providers and operational performance; Strong understanding of customer-facing workplace services and service-quality expectations; Experience working with budgets, contracts, KPIs, SLAs, work-order systems, and operational reporting; Strong organizational, communication, and stakeholder-management skills; Ability to analyze operational issues, identify root causes, and implement sustainable solutions

Nice to have

Ability to operate effectively in a complex corporate, technical, R&D, or similar environment; Bachelor's degree in hospitality management, business administration, or related field; Proficiency with workplace-management software, CMMS, collaboration tools, and Microsoft Office

Benefits

401(k) plan with matching company contributions; Comprehensive Medical, Dental & Vision Care; Paid parental leave at 100% of salary; Paid Time Off and Company Holidays; Early access to earned wages through Daily Pay