JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Performance Management Leader

We are seeking an experienced Performance Management Leader to design, build, and optimize business operations and performance management frameworks for our teams delivering large-scale data center services to hyperscale clients. This role focuses on creating scalable operational excellence processes within JLL's structure to enable account teams to consistently meet contract, SOW, and KPI standards across North America, with expansion to global markets.

Key Responsibilities

Business Operations Framework Development

• Design and implement standardized business operations processes for hyperscale data center service delivery programs
• Develop performance management systems and KPI frameworks aligned with client contracts and SOWs
• Create scalable operational workflows that can be replicated across multiple accounts and geographic regions
• Establish governance structures and reporting standards that integrate with JLL's corporate framework

Performance Management & Optimization

• Build comprehensive performance measurement and monitoring systems for account teams
• Develop SLA/KPI tracking mechanisms and automated reporting dashboards
• Create performance improvement processes and corrective action protocols
• Implement benchmarking standards and best practices across hyperscale programs
• Drive data-driven decision making through analytics and performance insights

Process Standardization & Scalability

• Design repeatable business processes that enable consistent service delivery quality
• Develop training programs and operational playbooks for account teams
• Create change management protocols for process improvements and client requirement evolution
• Establish resource planning and capacity management frameworks
• Build knowledge management systems to capture and share operational best practices

Account Team Enablement

• Partner with account teams to understand operational challenges and performance gaps
• Develop tools and resources that enable teams to exceed client expectations
• Create escalation procedures and issue resolution workflows
• Design communication protocols between account teams, clients, and internal stakeholders
• Implement quality assurance processes to ensure contract compliance

Strategic Business Operations

• Collaborate with business development teams to support hyperscale client acquisition through operational excellence demonstrations
• Develop cost optimization strategies and efficiency improvement initiatives
• Support contract negotiations with operational feasibility assessments and performance commitments
• Drive continuous improvement culture across all hyperscale operations programs

Required Qualifications

Education & Experience

• Bachelor's degree in Business Operations, Management, Engineering, or related field
• 8+ years of business operations or program management experience in data center services, facilities management, or critical infrastructure
• 5+ years of experience developing and implementing performance management systems
• 3+ years working with hyperscale cloud providers or large enterprise clients
• PMP, Six Sigma, or equivalent process improvement certification preferred

Business Operations Skills

• Proven experience designing and implementing scalable business operations frameworks
• Strong background in performance management system development and KPI design
• Expertise in process standardization, workflow optimization, and quality management systems
• Experience with contract management, SLA development, and compliance monitoring
• Proficiency in business intelligence tools, data analytics, and performance dashboarding

JLL Integration Capabilities

• Understanding of corporate real estate services business models and delivery frameworks
• Experience adapting operational processes to work within large, matrix organizational structures
• Knowledge of facilities management service delivery models and client relationship management
• Familiarity with commercial real estate industry standards and best practices

Leadership & Communication Skills

• Exceptional stakeholder management and cross-functional collaboration abilities
• Strong change management and organizational development skills
• Excellent analytical thinking and data-driven problem-solving capabilities
• Customer-focused mindset with experience in client-facing roles
• Ability to translate complex operational requirements into actionable business processes

Preferred Qualifications

• Master's degree in Business Operations, MBA, or related field
• Experience with hyperscale client operational requirements and industry standards
• Previous experience with JLL or similar commercial real estate services firm
• Lean/Six Sigma Black Belt certification
• Background in technology services or mission-critical facilities operations
• Global program management experience across multiple geographic regions

What We Offer

• Competitive base salary and performance-based bonuses tied to operational excellence metrics
• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) with company matching
• Professional development opportunities focused on operational excellence and process improvement
• Flexible work arrangements supporting both client-facing and internal development activities
• Opportunity to build industry-leading operational frameworks for cutting-edge technology infrastructure programs

Estimated compensation for this position:

232,000.00 – 275,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –San Francisco, CA

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!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions

• Comprehensive Medical, Dental & Vision Care

• Paid parental leave at 100% of salary 

• Paid Time Off and Company Holidays

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.