Critical Environments Program Manager

JLL•Mountain View, CA

1d•Onsite

About The Position

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. What this job involves - The Program Manager will work in a broad range of areas related to our client's critical facilities and lab spaces to support and coordinate continuous improvement initiatives. This role focuses on program coordination, process refinement, and administrative support for the operational teams. You will become familiar and will partner with all disciplines under the contract (e.g., operations, engineering, finance, sourcing) and serve as a key organizational and communications link to our client partners. Client Partner Relationships Maintain and support relationships with the client's operational teams, ensuring that expected service levels are achieved. Ensure all administrative and reporting requirements of the Client contract are met and that Key Performance Indicators (KPIs) are accurately tracked. Deliver an exceptional quality of service to the client partner, as reflected by partner feedback on organization, communication, and program delivery. Service Delivery & Program Support Help develop and maintain a suite of management information reports applicable to the contract and as agreed with the client partner. Support the development and execution of process improvements and program launches by coordinating stakeholders, managing timelines, and tracking action items. Manages the team's training and compliance platforms, ensuring all operational staff have completed required training for critical environments. Develop a deep understanding of contract KPIs and work with operational teams to analyze variances and report on mitigation strategies. Work with cross-functional teams to provide program management support for new initiatives as identified by our client and our leadership. Facilitate special projects and/or ad hoc project requests, ensuring they are properly scoped, resourced, and tracked. Provide communications support for internal and external account updates, including online content management and newsletter contributions. Promote and support a process management mentality (Six Sigma based) that focuses on leveraging best practices for deployment on the account. Manage the relationship with our client's Program SMEs and help translate their business objectives into actionable plans for our operational teams. Ensure data integrity of internal resources and perform audits from time to time to ensure compliance. Support the delivery of key account initiatives as determined and agreed with the Account Leadership Team and client partner. Leadership & Coordination Identify savings and improvement opportunities, or problems requiring innovative solutions, and present them to account leadership. Provide regular reporting and updates to partners and colleagues, ensuring full understanding of program progress, direction, and expected results. Participation in a global, ad hoc ‘flow to work’ team which responds to emerging needs by allocating expert resources. Clearly communicate successes, such that our client partner recognizes the value of your work.

Requirements

3-5+ years relevant work experience, ideally in a program coordination or business administration role.
Excellent communication and presentation skills (verbal and written).
Strong analytical skills with a track record of identifying potential issues proactively and formulating solutions.
Process Management experience or demonstrated skills – Results driven, with the ability to analyze, act, and implement to ensure we achieve desired results.
Strong interpersonal, organizational, and execution skills.
Strong client service and relationship-building skills.
Must be professional and credible when working with client-side managers and SMEs.
Represents ideas and project updates clearly and effectively.
Ability to work well in a team-based, dispersed environment.
Advanced user of Microsoft Office 2010 or later (Excel, Word, PowerPoint) and Google Workspace (Sheets, Docs, Slides).
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Experience supporting critical facilities, labs, or other technical real estate operations is a strong plus.
Familiarity with cloud platforms (GCP) or data visualization tools (Looker) is a plus, but not required.

Responsibilities

Maintain and support relationships with the client's operational teams, ensuring that expected service levels are achieved.
Ensure all administrative and reporting requirements of the Client contract are met and that Key Performance Indicators (KPIs) are accurately tracked.
Deliver an exceptional quality of service to the client partner, as reflected by partner feedback on organization, communication, and program delivery.
Help develop and maintain a suite of management information reports applicable to the contract and as agreed with the client partner.
Support the development and execution of process improvements and program launches by coordinating stakeholders, managing timelines, and tracking action items.
Manages the team's training and compliance platforms, ensuring all operational staff have completed required training for critical environments.
Develop a deep understanding of contract KPIs and work with operational teams to analyze variances and report on mitigation strategies.
Work with cross-functional teams to provide program management support for new initiatives as identified by our client and our leadership.
Facilitate special projects and/or ad hoc project requests, ensuring they are properly scoped, resourced, and tracked.
Provide communications support for internal and external account updates, including online content management and newsletter contributions.
Promote and support a process management mentality (Six Sigma based) that focuses on leveraging best practices for deployment on the account.
Manage the relationship with our client's Program SMEs and help translate their business objectives into actionable plans for our operational teams.
Ensure data integrity of internal resources and perform audits from time to time to ensure compliance.
Support the delivery of key account initiatives as determined and agreed with the Account Leadership Team and client partner.
Identify savings and improvement opportunities, or problems requiring innovative solutions, and present them to account leadership.
Provide regular reporting and updates to partners and colleagues, ensuring full understanding of program progress, direction, and expected results.
Participation in a global, ad hoc ‘flow to work’ team which responds to emerging needs by allocating expert resources.
Clearly communicate successes, such that our client partner recognizes the value of your work.