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About the Role

The Operations Manager will oversee and optimize account team operations processes, utilizing best facilities management practices to deliver best-in-class operational outcomes. Emphasis will be placed on improving client experience and responsiveness to client needs. The role drives client satisfaction through managing initiatives and process improvement efforts.

Responsibilities

Provide operational leadership and set the account’s operational direction through matrix management of the IFM team.
Align functional solutions and execute plans for programs including data management, governance, quality, and operational alignment, along with reporting and analytics.
Proactively manage assigned projects/programs to ensure milestones are achieved.
Develop and implement innovative programs and processes to reduce operating costs and increase field team productivity.
Detect operational issues, process problems, and other risks and work with team members to find resolutions.
Provide oversight and support for operational systems and tools including Corrigo, IntelliCommand, Operations Risk Register, and JLL Client Assurance Program (JCAP).
Manage the account/client risk register, tracking all asset, facility, and process risks.
Develop and lead report out meetings with client’s upper management.
Provide oversight for the Asset database and ongoing maintenance.
Manage facility inspection/assessment programs to provide facility condition data for the account Capital Budgeting process.
Ensure data feeding Capital Asset Renewal dashboards is accurate and up to date.
Utilize the asset database to develop asset replacement information for account team and BU representatives.
Ensure Work Order service levels, client communication requirements, and reliability KPIs and CPIs are met.
Build successful relationships across the account to ensure business requirements are understood and to promote confidence, forward planning and best practices.
Collaborate with account-wide team and proactively share and reapply all learnings, successes and best practices.
Lead cross-functional teams supporting daily use of computerized maintenance management systems (CMMS).
Develop and execute comprehensive preventive and predictive maintenance strategies across multi-site portfolios.
Implement strategic vendor management frameworks that drive contractor accountability through performance-based SLAs.
Optimize scheduling efficiency to reduce response times and ensure seamless coordination across maintenance and emergency service workflows.
Lead, manage and develop a professional team of direct and indirect employees in the delivery of service excellence.
Actively support an environment of teamwork, co-operation, performance excellence and personal success.
Participate in performance management and personal development planning for team members.
Prepare succession and growth plans.
Act as an ambassador for JLL, adopting and maintaining the firm’s core values of Teamwork, Ethics and Excellence.

Requirements

Strong background in the Facility Management business and service delivery.
Familiarity with critical system operations, standard operating procedures and industry standards with the management of MEP systems.
Ability to effectively communicate engineering directives / initiatives to an operations team.
Ability to manage urgent matters with thought leadership, collective reasoning, and a leadership mentality.
Managerial experience of direct and non-direct reports.
Ability to get peers on board through vision sharing and trust.
Demonstrated ability to develop successful relationships with and influence customers, both internal and external.
Excellent verbal/written communication and presentation skills.
Proven record of providing excellent internal and external customer service.
Drive for results and innovation.
Strong organizational, management, and supervisory skills.
Experience in matrix management organization desirable.
Knowledge of Work Order or CMMS operating systems.
Advanced computer skills with emphasis on Excel and possess the ability to analyze data.
Minimum of 8 years industry experience either in the corporate environment, third party service provider or as a consultant.
Experience in engineering and/or operations leadership roles, with a focus on process improvement, technical excellence and innovation.
Proven track record in driving innovation and successful implementation of process initiatives.
Ability to adapt to a fast-paced and changing environment.
Excellent communication, leadership, and interpersonal skills.
Candidates must be authorized to work in the United States without sponsorship.

Skills

Facilities Management
Operations Management
Process Improvement
Data Management
Data Governance
Reporting and Analytics
Project Management
Risk Management
Asset Management
CMMS
Vendor Management
SLA Management
Leadership
Communication
Problem Solving
Excel
Matrix Management

Location

Albany, NY
Buffalo, NY
Hicksville, NY
Syracuse, NY
Boston, MA

Work Type

On-site
Full-time

Experience Level

8+ years industry experience
Managerial experience

Education Level

Bachelor’s degree or equivalent work experience in Facilities Management with management/technical emphasis

Salary/Compensations

100,000.00 – 150,000.00 USD per year

Benefits

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
Early access to earned wages through Daily Pay

About the Company

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.
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.
We take our responsibility to protect the personal information provided to us seriously.
We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons.
We will then delete it safely and securely.

Equal Opportunity

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.
Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities.
California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.