Operations Standardization & Optimization Lead

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.

Role Purpose

This position will lead the initiatives that improve account operations and optimization across the Work Dynamic accounts the WPM Transformation team supports. The role will also standardize how our teams work, establishing consistent processes, tools, and ways of working that our global team will follow. Working in partnership with the WPM Transformation Leadership team, this role will turn strategy into execution, define how success is measured, and deliver time-sensitive initiatives that strengthen operational performance for our team and for our accounts.

What this job involves

• Lead initiatives that improve account operations and optimization across the accounts the WPM Transformation team supports.

• Standardize operational processes and ways of working across accounts, regions, and our global team, with global consistency as the standard.

• Partner with the global team to design, document, and roll out standard processes, SOPs, and playbooks that account teams in every region can adopt.

• Develop tools and processes that help our teams measure account operational performance and use digital technology to drive improvement and efficiency.

• Define success measures for each initiative and each standard, including adoption and operational outcomes.

• Plan, implement, and drive each initiative to completion.

• Engage stakeholders across accounts, regions, and central functions throughout each initiative.

• Train account and regional teams on the standard tools and processes.

• Review the results of each initiative and the adoption of each standard, and refine the approach based on what the data shows.

• Lead communication and change management for all parties and stakeholders.

• Collaborate with the WPM Transformation Leadership team to set priorities for operations, optimization, and standardization.

• Complete other project/program requested by manager.

Required Qualifications

Experience

• Minimum 10 years of progressive experience in facilities management, IFM operations, CMMS/IWMS technology administration, or a closely related operational technology discipline.

• Demonstrated track record as a recognized digital technical authority in various technologies. Corrigo or comparable work order management and facilities technology platforms, with broad working knowledge of adjacent FM disciplines including operations management, procurement, and maintenance planning.

• Experience operating in a matrix or shared services environment with influence across functions without direct authority.

Education

• Bachelor's degree in Business Administration, Information Technology, Facilities Management, Operations Management, or a related field preferred.

• Equivalent combination of education and directly applicable professional experience will be considered.

Technical Competencies

• Demonstrated strong technology experience in various systems/technologies.

• Strong knowledge and aptitude on AI.

• Expert technology and system, highly proficient in MS Office (Project, Power Point, Excel).

• Expert-level knowledge, and ability to quickly learn JLL’s various technologies. Including, but not limited to, Workplace OS, Corrigo, CARR, Azara.

• Strong understanding of data governance frameworks, process compliance standards, and risk assessment methodologies in an FM/IFM context.

• Experience with change management and process standardization.

• Ability to produce high-quality written deliverables: SOPs, requirements documents, governance policies, and training materials.

Preferred Qualifications

• Experience supporting WPM or IFM transformation programs at scale within JLL or a comparable global services organization.

• Familiarity with JLL's WPM service delivery model, account structure, and governance framework.

• Background in IFM/Operations, sourcing & procurement, or maintenance planning/scheduling - providing grounded understanding of technician and account operations workflows.

• Demonstrated process orientation and data-driven skill set, including experience standardizing processes across teams or regions.

• Possess strong written, verbal and people skills and can impact the quality, efficiency, and effectiveness of the team and accounts.

• Prior experience collaborating with global peers or operating in a regional/global role within a complex multi-country organization.

• Curious mind to become an expert in all JLL technologies. Also curious to understand team/JLL process, find gaps and opportunities, develop improved efficient processes.

Leadership & Behavioral Competencies

• Strategically adept - connects day-to-day operational decisions to broader technology and business strategy; actively contributes to the development of unit-level direction and roadmap priorities.

• Customer and account mindset - deeply understands the operational realities of client accounts and designs solutions accordingly.

• Results oriented - solves unique and complex problems that carry broad impact across accounts and the business; sets ambitious standards, drives initiatives to completion, and tracks measurable outcomes.

• Forward-thinking and proactive - anticipates internal and external business challenges, regulatory issues, and technology risks before they reach the accounts; recommends improvements to process, product, and service delivery with a bias toward action.

• Influencer and communicator - able to articulate complex technical concepts to executives, clients, and field technicians alike.

• Collaborative leader - builds strong partnerships across account teams, central functions, and technology partners.

• Sense of urgency - prioritizes effectively and maintains momentum on multiple concurrent workstreams.

What You Can Expect from JLL

You'll join an entrepreneurial, inclusive culture - one where we succeed together across functions and around the globe. JLL's Total Rewards program reflects our commitment to your career growth, recognition, wellbeing, and professional development.

This role sits at the forefront of JLL's WPM Transformation agenda - offering a unique platform to shape how technology enables world-class facilities management delivery for JLL's most strategic accounts. If you thrive on complex problem-solving, operational excellence, and driving lasting change, we want to hear from you.

JLL is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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If this job description resonates with you, we encourage you to apply even if you don’t meet all of 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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