Soft Services Lead

JLL - Soft Services Lead (P3)

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.

Location: Corvallis, OR 97330 (NE Jack London St NE Lancaster St)

Work Schedule: Onsite, M-F 8:00 AM - 5:00 PM

Reports to: Facility Manager

What this job involves:

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.

What your day-to-day will look like:

Soft Services Leadership

• Lead the daily execution and performance of soft services across the Corvallis site.
• Provide operational ownership for applicable services including 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 as assigned.
• 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 where service responsibilities intersect.
  
  

Supplier & Performance Management

• 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 rather than one-time fixes.
• Support supplier business reviews and performance governance.
  
  

Workplace & Customer Experience

• Maintain a high standard for cleanliness, appearance, functionality, and readiness of employee-facing spaces.
• Partner with site stakeholders to understand changing workplace needs and adjust service delivery accordingly.
• Review service requests, employee feedback, customer satisfaction trends, and operational data to identify opportunities for improvement.
• Support site events, leadership visits, and other high-visibility activities requiring coordinated soft services support.
  
  

Financial & Resource Management

• 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 while protecting service quality.
• Support forecasting and annual planning activities related to assigned services.
  
  

Operational Governance

• Maintain appropriate operating procedures, service standards, schedules, documentation, and supplier records.
• Ensure soft services work is properly reflected in applicable 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.
  
  

Continuous Improvement

• Use operational data, employee feedback, inspections, and industry best practices to improve service delivery.
• Evaluate opportunities for automation, standardization, revised service frequencies, improved supplier models, and other efficiencies.
• Partner with regional teams to implement scalable soft services standards and best practices.
  
  

Required Qualifications:

• 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.
  
  

Preferred qualifications:

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

Please submit your application with an updated resume, location, and contact information. If you're a current JLL employee, please apply using the Internal Career Site.