Daniel Houston
Summary
Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Program Manager, Soft Services Director
JLL Supporting Amazon
01.2025 - Current
- Director of service delivery of the Business Service Center, Reception, Dogs at Work, Resource Center, & "Bananas" program initiatives in Areas 2, 3 and Canada for Amazon GREF.
- Led cross-functional teams to deliver strategic program initiatives on time and within budget.
- Developed comprehensive project plans, aligning resources with organizational objectives to enhance efficiency.
- Implemented process improvements that reduced operational bottlenecks and streamlined project workflows.
- Facilitated stakeholder communication, ensuring alignment on project goals and progress updates throughout the lifecycle.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Participated in pilot tests and revised programs based on feedback and results.
- Participated in vendor selection and management process for program initiatives.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
- Facilitated change management initiatives, effectively communicating new strategies to enhance team engagement and support adaptability.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
Client Services Manager
JLL supporting Google
01.2016 - 01.2023
- Recruited, hired, onboarded, and managed a team of 11 career-driven individuals, while fostering the development and engagement of an existing team of 6.
- Oversaw budgeting, procurement, and inventory off all reception supplies to ensure smooth operation for FDOB.
- Led weekly one-on-one sessions and conducted quarterly and annual reviews, focusing on performance enhancement and career development for my direct reports.
- Prepared comprehensive business cases and salary justifications for regional management, aligning with the company’s financial goals.
- Monitored, audited, and fulfilled KPI metrics leading to 100% completion in reporting of KPI.
- Onboarded and offboarded vendors, and managed vendor relationships effectively.
- Program manager for a regional rebadging effort for upwards of 5,000 employees and also a vendor compliance audit for upwards of 1,000 employees.
- Spearheaded weekly sync meetings to streamline service lines and improve collaboration between Security, Janitorial, Food, AV, Reception, Events, and Retail teams, leading to a 20% reduction in headcount without impacting service delivery.
- Coordinated with Fire, Life, and Safety Directors to ensure all relevant teams were informed and personnel were mobilized for upcoming inspections.
- Partnered with Global Security and Resilience Services to develop and execute action plans for BOLOs, imminent threats, and 'duress button' usage on the ground floor.
- Delivered strategic insights to Regional management on a weekly basis, encompassing user journey optimization, cost efficiency initiatives, employee relations enhancement, vendor management, and facility operations.
- Managed 4 sites within the New York region, aligning the frontline operations of each with client guidelines, protocols, and expectations resulting in enhanced workplace experience, user journey, and rapport.
- Directed onsite engineering teams to efficiently address facilities maintenance requests and execute work orders.
- Developed and implemented region-wide standard operating procedures for workplace amenities, including Bike Rooms, Lactation Rooms, Parking Validation, and Luggage Concierge, ensuring consistent and efficient service across all locations.
- Skilled in project management software, including Asana, Smartsheets, and Procore.
Member Services Coordinator
WNET/THIRTEEN New York Public Media
05.2013 - 10.2015
- Assisted patron level contributors of $5,000 or greater with donations and membership benefits.
- Customer Success Manager and main point of contact for THIRTEEN’s streaming service Passport.
- New member onboarding.
- Escalation point for member retention.
- Engaged membership prospects by phone and email.
- Created and mailed end of year tax statements.
- Case Management. Salesforce (CRM) proficient.
- Responded to customer calls and emails to answer questions about products and services.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
Assistant Queue Supervisor
DIRECTV
05.2013 - 10.2015
- Subject Matter Expert and escalation point via floor support and chat for several call types ranging from billing, sales, technical support, and customer retention for a contact center with over 500 employees.
- Ranked within the TOP 5% sitewide in generating new lines of service and premium add-ons.
- Facilitated and managed a 20 employee pilot to test a new call type and customer retention program.
- Monitored call quality and provided tailored performance improvement plans to direct reports to meet KPIs.
- Collaborated with the training team to boost product support and certification training initiatives among staff.
- In-depth understanding of call center related metrics and how to empower teams to meet KPIs.
Customer Account Executive
Comcast
01.2011 - 09.2012
- Inbound and outbound call handling as a first responder for all account related inquiries with a focus on billing, technical support, sales, and retention in a high volume call center environment.
Education
High School Diploma -
Sparkman High School
Harvest, AL05.2008
Some College - Business Management
University of Alabama at Huntsville
Huntsville, ALSkills
- Program leadership
- Team leadership and direction
- Strategic planning
- Detail-oriented
- Project management
- Problem-solving
- Policy and procedure improvements
- Work Planning and Prioritization
- Cross functional team builder
- Multi-operations management
- Strategic direction
- Cultural sensitivity
- Vendor management
- Budget preparation
Personal Information
Title: Client Services Manager
Certification
- Facility Management Professional, IFMA - earned May, 2024
Timeline
Program Manager, Soft Services Director
JLL Supporting Amazon
01.2025 - Current
Client Services Manager
JLL supporting Google
01.2016 - 01.2023
Member Services Coordinator
WNET/THIRTEEN New York Public Media
05.2013 - 10.2015
Assistant Queue Supervisor
DIRECTV
05.2013 - 10.2015
Customer Account Executive
Comcast
01.2011 - 09.2012
Some College - Business Management
University of Alabama at Huntsville
High School Diploma -
Sparkman High School
Similar Profiles
Rima MansorRima Mansor
Administration and Operations at JLL Supporting GoogleAdministration and Operations at JLL Supporting Google
James Anthony ReyesJames Anthony Reyes
Assistant Facilities Manager at JLL/AmazonAssistant Facilities Manager at JLL/Amazon
Claudia Del Carmen Ortiz RodriguezClaudia Del Carmen Ortiz Rodriguez
Señior Facilities Manager at JLL México / Amazon MéxicoSeñior Facilities Manager at JLL México / Amazon México
Lavinia WoolridgeLavinia Woolridge
<ul><li>Supervises, coaches, and evaluates teaching staff and Family Support Workers</li><li>Serves as site leader and keeps effective operation of Children’s Services programs</li><li>Collaborates with the Operations Coordinator to ensure that facility issues are reported and resolved promptly</li><li>Ensures that the site supports all safety standards, such as emergency drills, at the proper intervals</li><li>Always supports compliance with DCFS licensing standards</li><li>Provides guidance on problem solving, classroom management and curriculum implementation to teachers daily</li><li>Schedules and facilitates monthly site and team meetings, as appropriate</li><li>In addition to the responsibilities listed above, as a Program Site Manager of Marillac St</li><li>Vincent DePaul Social Center employees are responsible for the following:</li><li>Demonstrated success navigating complex organizational structures; using influence and soft skills to move ideas to implementation; comfort with ambiguity, adapting to change; and managing under different circumstances</li><li>Sophisticated communication style that shows ability and commands respect, while also recognizing and using knowledge of others</li><li>Outstanding listening skills with the ability to uncover the factual issues affecting sites</li><li>Experience working successfully in a multi-site organization with proven success integrating into new work environments</li><li>Participates in civic engagement activities that advance the mission of Marillac Social Center</li><li>Advances parent leadership development</li><li>Performs other duties as assigned</li><li>Must be able to lift to fifty pounds (average child’s weight)</li></ul> at Marillac Social Center<ul><li>Supervises, coaches, and evaluates teaching staff and Family Support Workers</li><li>Serves as site leader and keeps effective operation of Children’s Services programs</li><li>Collaborates with the Operations Coordinator to ensure that facility issues are reported and resolved promptly</li><li>Ensures that the site supports all safety standards, such as emergency drills, at the proper intervals</li><li>Always supports compliance with DCFS licensing standards</li><li>Provides guidance on problem solving, classroom management and curriculum implementation to teachers daily</li><li>Schedules and facilitates monthly site and team meetings, as appropriate</li><li>In addition to the responsibilities listed above, as a Program Site Manager of Marillac St</li><li>Vincent DePaul Social Center employees are responsible for the following:</li><li>Demonstrated success navigating complex organizational structures; using influence and soft skills to move ideas to implementation; comfort with ambiguity, adapting to change; and managing under different circumstances</li><li>Sophisticated communication style that shows ability and commands respect, while also recognizing and using knowledge of others</li><li>Outstanding listening skills with the ability to uncover the factual issues affecting sites</li><li>Experience working successfully in a multi-site organization with proven success integrating into new work environments</li><li>Participates in civic engagement activities that advance the mission of Marillac Social Center</li><li>Advances parent leadership development</li><li>Performs other duties as assigned</li><li>Must be able to lift to fifty pounds (average child’s weight)</li></ul> at Marillac Social Center
Sakkilar MariSakkilar Mari
Soft Services Manager (Head of Soft Services Department) at Dubai Sports CitySoft Services Manager (Head of Soft Services Department) at Dubai Sports City