**JLL supports the Whole You, personally and professionally.**The Customer Experience Supervisor will be responsible for developing a best-in-class, employee facing communications and customer service program for a large corporate client. This position will work closely with the Commute Program Managers and will supervise a team of Customer Experience Representatives. This team will leverage commute software to manage parking programs and develop and manage all front-line communications related to commuting, ensuring helpful, friendly, timely and accurate delivery of information.**ESSENTIAL DUTIES AND RESPONSIBILITIES**Provide onsite customer support by working in-office 3 or more days per week, with optional work from home days the remainder of the week- Supervise and lead a team of customer experience representatives in the development of a best-in-class customer service program.- Develop and maintain best practices for effectively communicating commute options to employees, contributing to the program's overall goal of reducing drive-alone commute trips.- Develop standardized training and onboarding processes to optimize the integration of new team members and continuously enhance these programs to meet evolving company needs and industry standards.- Coach and develop all team members to become SMEs in all things related to employee commuting, including parking, shuttles, rideshare, transit, carpool, bike, and walk options.- Clearly communicate, verbally and in writing, with a wide range of stakeholders including facility managers, vendors, executive leadership and front-line employees- Manage employee communication channels to respond to and resolve high-visibility parking related escalations in a fast-paced and demanding environment- Manage components of a monthly parking program; request processing, parking device distribution, cancellation, device collection; Track and report pass utilization and distribution on a monthly basis- Communication with parking garage management to implement best practices and drive continuous improvement- Conduct ongoing training and review to ensure communication best practices are followed.- Schedule presentations, FAQs, and other events as dictated by customer inquiries.- Develop and maintain comprehensive, accurate, and coherent intranet content and other communications.- Use quantitative measures to ensure metrics are tracked, program targets are met, and the program passes all internal and external audits.- Partner with internal teams to understand and communicate all commute-related benefits and subsidies.- Develop creative ways to disseminate information and ensure employees are aware of their benefits.- Develop an understanding of commute benefit platforms to ensure content integration with client systems and platforms.**ADDITIONAL SUPERVISORY RESPONSIBILITIES**- Recommend staff recruitment, selection, promotion, advancement, corrective action and termination as needed.- Plan and monitor appropriate staffing levels and utilization of labor, including overtime.- Prepare and deliver performance appraisal for staff.- Mentor and coach team members to further develop competencies.**QUALIFICATIONS**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**EDUCATION AND EXPERIENCE**- Enthusiasm for / interest in sustainable transportation- AA/AS- 2+ years of experience working in transportation demand management, communications, customer service or related field where relevant skills can be demonstrated- Program management and program development experience- Demonstrated ability to coach and manage a team, and provide leadership that inspires a team to excel in a demanding environment.- Demonstrated ability to draft timely, clear and professional communications- Ability to proactively identify process and program improvements and make recommendations- Intellectual curiosity and a desire for continuous improvement- Proven team leadership experience**CERTIFICATES AND/OR LICENSES**- None required.**COMMUNICATION SKILLS**- Excellent written and verbal communication skills.- Strong organizational and analytical skills.- Ability to provide efficient, timely, reliable and courteous service to customers.- Demonstrated ability to draft clear communications and communications plans.- Experience building consensus across a diverse range of stakeholders and driving complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment.- Experience working in a call center environment- Strong public speaking skills and the ability to lead short but effective meetings**FINANCIAL KNOWLEDGE**- Requires general knowledge of financial terms an
