Operational Excellence Program Lead

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.   

Role Purpose

The Operational Excellence Program Lead serves as the integrated hub for operational excellence across our enterprise client account, driving standardization, innovation, and continuous improvement. This dynamic role brings together critical functions to ensure seamless delivery of exceptional client service and operational performance.

Key Responsibilities

Strategic Leadership & Governance

• Partner with the Account Leadership Team to develop and implement operational excellence strategies aligned with client objectives and JLL best practices
• Establish and manage governance frameworks, including performance metrics, accountability structures, and regular business reviews
• Drive operational standardization and best practice adoption across the account portfolio
• Lead the identification and implementation of innovation opportunities that enhance service delivery and client value

Technical Standards & Quality Management

• Coordinate technical resources and subject matter experts to address business demand
• Oversee compliance with operational standards through spot audits and assessments
• Develop and maintain standard operating procedures, playbooks, and technical guidance documents
• Facilitate knowledge sharing and continuous improvement initiatives across the account team
• Monitor and control key quality related processes at the Account, as prescribed by the procedures of the Quality Management System (QMS) and/or Regional Q&C team

Strategic Delivery & Program Management

• Establish and maintain project/program management frameworks, methodologies, and tools
• Oversee the planning, execution, and delivery of strategic initiatives and operational improvement projects
• Manage risk mitigation, and quality controls
• Implement processes to ensure alignment with strategic priorities

Communications & Change Management

• Develop and execute communication strategies with team for key initiatives and operational changes
• Create compelling content for client presentations, business reviews, and team communications
• Lead change management efforts to ensure smooth adoption of new processes, systems, and standards
• Foster stakeholder engagement through regular updates, dashboards, and open forums

Performance Management & Reporting

• Design, implement, and maintain performance measurement frameworks and KPI dashboards
• Analyze operational data to identify trends, opportunities, and areas for improvement
• Prepare executive-level reporting for client business reviews and internal leadership updates
• Drive data-driven decision making through insightful analytics and performance visualization

Qualifications

Education & Experience

• Bachelor's degree required; Master's degree or relevant professional certification preferred (PMP, Six Sigma, ITIL, etc.)
• 10+ years of experience in operational management, project management, or consulting roles
• 5+ years of leadership experience in a corporate real estate or facilities management environment
• Demonstrated success implementing operational excellence programs in a complex service delivery environment
• Experience working with enterprise clients with distributed portfolio

Skills & Competencies

• Strong strategic thinking and operational leadership capabilities
• Strong program management skills with ability to scope work
• Strong written and verbal communication abilities
• Exceptional stakeholder management and relationship building skills
• Analytical mindset with strong problem-solving orientation
• Change management expertise and ability to drive adoption
• Self-motivated with ability to work effectively in matrix environments

Technical Knowledge

• Proficiency with program management tools and methodologies
• Understanding of facilities management, corporate real estate, and related operational disciplines
• Experience with performance management frameworks and d