Program Manager - Commute

JLL empowers you to shape a brighter way.  

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.   

What this job involves:

The Commute team manages transportation planning and transportation demand management (TDM) programs for large-scale corporate office facilities across North America locations. We're dedicated to providing innovative transportation options that reduce single-occupancy vehicle commuting, enhance employee experience, and support Amazon's sustainability goals. We're seeking an experienced Program Manager to lead our customer experience operations for parking, transportation, and shuttle services. You'll oversee customer service teams, develop communication strategies, optimize service delivery, and ensure exceptional employee experience. This role requires strong leadership, analytical capabilities, and a passion for sustainable transportation solutions. You will lead, coach, and develop the Customer Experience team, own strategic KPI reporting, design escalation strategies, drive communication strategies, sponsor improvement initiatives, and manage vendor relationships and SLA compliance to deliver outstanding commute program operations.

What your day-to-day will look like:

• Lead, coach, and develop the Customer Experience team including 1:1s, performance reviews, onboarding, and staffing decisions
• Own strategic KPI reporting and present insights to leadership, tracking performance metrics and driving data-based decisions
• Design escalation strategies and resolve Tier 3+ issues, managing vendor relationships and ensuring SLA compliance
• Drive communication strategies, intranet content, and employee engagement to enhance the overall commute experience
• Sponsor improvement initiatives and implement best practices to optimize service delivery and reduce single-occupancy vehicle commuting
• Manage vendor relationships for parking, transportation, and shuttle services, ensuring high-quality delivery and compliance with service level agreements
• Develop and execute transportation demand management (TDM) programs that support sustainability goals and enhance employee experience
• Present findings and recommendations to senior leadership and cross-functional stakeholders, utilizing strong analytical capabilities and executive reporting skills.

Required Qualifications:

• Bachelor's degree in Business Administration, Operations, or a related field
• 5+ years in program or operations management, preferably in facilities, transportation, or employee services
• 3+ years leading or supervising teams within Commute programs (transportation, facilities, or workplace services programs)
• Proven ability to manage performance, onboarding, and staffing
• Strong stakeholder communication and executive reporting skills
• Experience tracking KPIs, SLAs, and driving data-based decisions
• Ability to manage vendor relationships and resolve complex escalations.

Preferred Qualifications:

• Master's degree or equivalent advanced education
• Familiarity with commute benefit platforms or mobility management tools
• Background in change-management or process improvement methodologies
• Experience presenting to senior leadership or cross-functional stakeholders
• Proficiency with data visualization or reporting tools
• Experience developing communication strategies and managing intranet content
• Knowledge of transportation demand management (TDM) programs and sustainability initiatives
• Experience optimizing service delivery for large-scale corporate office facilities
• Strong analytical capabilities with ability to derive insights from complex data sets
• Passion for sustainable transportation solutions and innovative mobility options.

Location: Onsite

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

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If this job description resonates with you, we encourage you to apply, even if you don’t meet all 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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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a [email protected]. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.