Job Details

Global Workplace Operations Lead

The Global Workplace Operations Lead will oversee global services for IFM, Engineering, and Soft Services, with a primary focus on North America, Mexico & India. This role is part of the account leadership team and requires strategic solutioning withexcellent communication abilities to lead account initiatives that drive efficiencies and process improvements. The position involves providing superior, high-touch client support and relationship management at all levels, including the client executive level, ensuring favorable KPI scores, client surveys, contract compliance, and exceptional service quality.

Key Responsibilities:

Workplace Operations Scalability

• For new opportunities, leverage personal expertise and work with account/platform teams to create viable and attractive facility management offerings that create economic and operational value
• Develop a scalable framework addressing business partner needs and supporting portfolio growth
• Ensure consistent, repeatable, and scalable services
• Balance global and company-specific differences with consistency and standardization
• Actively engage with the JLL network to stay informed on evolving delivery methodologies, lessons learned, and industry best practices; leverage this knowledge to continuously improve service delivery and strategically utilize JLL resources and expertise for current and future client needs

Workplace Operations Management

• Lead and manage the Workplace Operations Team
• Build a culture of collaboration, transparency, and safe work operations
• Develop comprehensive management programs for Facility Management services
• Manage supplier partners through defined scopes, risk assessments, and performance evaluations

Workplace Operations Personnel

• Identify, hire, train, develop, and retain top talent with a focus on diversity and inclusion
• Develop and execute succession planning for key positions
• Maintain staffing levels as per MSA/SOW and develop backup support
• Develop team skills to support portfolio growth strategy
• Coach and develop direct reports to transition from tactical individual contributors to strategic leaders with executive presence
• Ensure direct reports achieve a balanced skillset of tactical execution and strategic thinking

Workplace Operations Operational Framework

• Develop and implement systems, procedures, technologies, and policies for exceptional service delivery
• Foster innovation and experimentation for service delivery improvements
• Ensure operational systems support service level agreements and identify efficiencies
• Reward innovative ideas exceeding service delivery expectations
• Provide market research and trends to enable informed business decisions

Experience and Qualifications:

• 10+ years of engineering and facilities experience in corporate, third-party service provider (Industrial/Manufacturing focused and Office as secondary)
• Bachelor's degree or higher
• Experience navigating complex organizations and delivering shared organizational goals
• Excellent analytical and program management skills
• Experience leading global teams across various workplace operations domains
• Strong commercial acumen and financial management skills, including P&L responsibility
• Proven track record in leading transformational change initiatives

Required Skills:

• Exceptional leadership and communication skills
• Strategic thinking with a focus on transformation and execution
• Ability to influence and collaborate at all organizational levels
• Ability to create operations/IFM solutions and communicate value creation
• Resilience, adaptability, and resourcefulness

This role requires up to 40% travel required, including global travel at times.

If you're a transformational leader passionate about driving operational excellence and delivering exceptional client outcomes, we encourage you to apply for this exciting opportunity at JLL.