Overview
Assistance Program Delivery Manager, Meetings and Events role at JLL. This role focuses on regional delivery of meetings and events for Amazon Travel and Events. The team is composed of meeting and event professionals with extensive industry experience, based around the world. The in-region service delivery team for onsite events held in corporate facilities is managed by this role, with a focus on customer-obsessed leadership and oversight of the team that coordinates event support within corporate facilities.
Responsibilities
* Reports to the Meetings & Events Service Delivery Manager – EMEA.
* Monitor customer service levels related to onsite support / inventory, regional staffing, and service level agreements (SLAs) to ensure objectives are met or exceeded. If expectations are below standards, establish resolution for continuous improvement and escalate as needed to the Meetings & Events Service Delivery Manager – EMEA.
* Ensure compliance with global and regional playbooks and guidelines for consistent execution by local onsite meetings and events service delivery teams.
* Measure and report on programmatic KPIs that reflect the voice of Amazonians.
* Author white papers and reviews to support proposed regional changes to processes, policies, and guidelines.
* Provide leadership with data and key metrics to support proposed decisions.
* Hold regular meetings with onsite service delivery regional team members to ensure they are engaged, connected, and informed.
* Lead and manage a team of service delivery employees, overseeing their development and performance. Establish clear goals and expectations, provide regular feedback, and conduct performance reviews.
* Foster a positive work culture and promote employee satisfaction.
* Ensure team compliance with all JLL-related processes and trainings.
* Serve as the first point of escalation for onsite service delivery workflows and customer service issues / resolutions.
Basic Qualifications
* 5+ years of meetings and events management, hospitality, or related experience
* 2+ years of program management experience
* Experience managing projects across cross-functional teams, building sustainable processes, and coordinating implementation
* Intermediate to advanced user experience with common Meeting Management technology
Preferred Qualifications
* Bachelor’s degree in Hospitality or related field or equivalent experience
* Experience working in onsite corporate meetings and events
* Experience communicating with technical and non-technical stakeholders
* Demonstrated track record of cultivating strong working relationships and driving collaboration across multiple teams
* Strong written communication skills
* 3rd-Party meeting management vendor / agency experience with direct operations responsibility is a bonus
* CMP (Certified Meeting Professional) or other industry certification valued
* Strategic Meetings Management Program (SMMP) experience desirable, either in a 3rd party or buyer role. Business Travel experience is a plus
Seniority level
* Associate
Employment type
* Full-time
Job function
* Project Management and Information Technology
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