Operations Manager - Healthcare

JLL•Renton, WA

1d•$135,000 - $165,000•Onsite

About The Position

The Operations Manager is the operational backbone of a project delivery team embedded with a single, long-term client. Partnering with the PDS account leader and account leadership, you will own the operating model that defines how the team and the client’s departments work together, run the program management, funding, and reporting disciplines that keep a large capital portfolio on track, and help grow the account by turning delivery performance into new scope and new opportunities. You will translate strategy into repeatable systems — playbooks, forums, KPIs, dashboards, and operational assets — and make sure issues are surfaced early, owned clearly, and resolved at the right level. You are a connector and a builder, equally comfortable in a data model, a vendor review, and an executive presentation, who earns trust across the project delivery team, client, and vendors through clarity, follow-through, and sound judgment.

Requirements

Bachelor’s degree in business administration, construction management, engineering, architecture, real estate, or a related field
Minimum 7 years of operations, program management, or PMO experience in construction, real estate, or capital program delivery
Demonstrated experience building or managing operating models, governance frameworks, or playbooks
Strong analytical skills, including advanced Excel and hands-on experience defining KPIs and building or consuming BI dashboards (Power BI, Tableau, or similar)
Working knowledge of capital project finance: budgets, authorizations, commitments, forecasts, change orders, and cash flow
Experience managing vendors, consultants, or contractors, including contract oversight and KPI scorecards
Excellent written, verbal, and presentation skills, with the ability to communicate effectively at all organizational levels
Proven ability to influence without direct authority in complex, matrixed organizations
Sound judgment, discretion, and the ability to maintain confidentiality of sensitive information

Nice To Haves

Advanced degree in business administration, operations management, or a related field
Professional certification such as PMP, PgMP, CCM, or Lean Six Sigma
Owner’s representative experience, ideally supporting healthcare or other complex, highly regulated clients
Experience with project management information systems and collaboration tools (for example Trimble, Smartsheet, or Procore), and familiarity with Power BI, Tableau, SQL, and DAX
SharePoint site management experience, including SharePoint Designer
Business development experience, including proposal writing, RFP responses, and account planning
Track record of driving process improvement and change management initiatives
Ability to thrive in ambiguous, fast-moving environments while driving clarity through resourcefulness

Responsibilities

Manage the monthly funding request process: set submittal deadlines, maintain the funding request tracker, and move each request from draft through review, submission, and approval
Route requests to the correct approval committee based on project cost and type, and confirm required documentation is complete before submission
Keep post-approval handoffs (minutes, approval memos, project setup) on schedule, and report on cycle times, budget and capital plan alignment, and bottlenecks
Own and continuously improve the operating model between the project delivery team and the client’s departments, including phase-based engagement, roles, decision rights, forums and cadences, escalation paths, and systems of record
Develop and maintain playbooks, templates, and standard work for the design and construction phases so teams deliver consistently
Identify gaps in governance, intake, and funding processes, propose solutions, and lead adoption with periodic reviews against agreed measures
Track program, project, and resource KPIs, including safety, scope, schedule, budget, and quality, against the client’s governing standards
Partner with data analysts and IT to build and maintain Power BI (or similar) dashboards with governed source data, a single as-of date, documented formulas, and data quality rules
Reconcile data across project management, financial, scheduling, and other systems to produce monthly reporting packets, exception lists, and trend analyses with recommended actions
Manage vendor and consultant performance (design, construction, specialty, and technology partners), including onboarding, scope and contract compliance, and capacity and delivery risk
Own the vendor KPI scorecard and feedback sessions across financial, schedule, safety, and quality; define target and preferred thresholds, confirm the system of record for each measure, and consolidate the data into a consistent, trusted scorecard
Lead performance reviews, drive corrective action plans, and use results to inform vendor selection, buyout, and future awards, holding vendors to consistent communication standards and routing client requests through proper channels
Lead department initiatives from charter to completion, such as process improvement, technology and reporting adoption, lessons learned, and governance enhancements
Define plans, owners, milestones, and success measures, and report progress to project delivery team and client leadership
Coordinate the department’s training and development program, including onboarding for new team members
Support onboarding and development of team members on account standards, tools, and ways of working
Maintain onboarding guides and training materials, schedule role-based sessions, and gather feedback to keep the program current
Align projects with portfolio and organizational goals, maintaining a program-level view of scope, schedule, budget, cash flow, and risk across design and construction
Maintain risk management plans, escalation protocols, and change management processes, ensuring every issue has a named owner and due date
Coordinate program cadences (intake, portfolio reviews, lookaheads, monthly report-outs) and build feedback loops that improve outcomes on future work
Build strong working relationships with JLL account resources and client departments, such as capital planning, finance, facilities, technology, clinical operations, healthcare technology, and real estate
Maintain a “no surprises” culture by improving department communication protocols that keep counterparts informed, close the loop on resolved issues, and route feedback to those who can act on it
Facilitate coordination forums that produce decisions, owners, and dates; verify facts before escalating; and bring options and a recommendation with every escalation
Build executive-quality presentations, program reports, quarterly business reviews, and proposal materials that tell a clear story with data, and present confidently to client and leadership audiences
Create and maintain a library of reusable templates, case studies, credentials, and account collateral
Manage the department intranet (SharePoint site), keeping content up to date and easy to find
Partner with the account leader to identify, qualify, and pursue growth opportunities, including scope expansions, new programs, and cross-selling of additional JLL capabilities
Lead or support proposals, RFP/RFQ responses, scopes of work, fee and staffing models, and client interviews
Track the account pipeline and account health indicators, and capture client feedback and lessons learned to strengthen satisfaction and renewals