Performance Manager

JLL • Charlotte, NC

21h • $130,000 - $150,000 • Remote

About The Position

The Performance Manager serves as the primary performance and governance lead across a portfolio of strategic data center accounts, including CyrusOne, Microsoft, and Oracle. The role owns SLA/CPI performance reporting and governance, alongside cross-functional governance structures that support account health, client satisfaction, and contractual compliance. It partners with Account Directors, Finance, Sourcing, Operations, and Technology teams to translate contractual obligations into measurable, executable deliverables. This is a client-facing, cross-functional leadership position that manages multiple accounts, leads through influence, and operates autonomously in fast-paced, high-stakes critical environments.

The position oversees reporting lifecycles and cadences, financial oversight and revenue-protection processes, contract and compliance tracking, client and stakeholder engagement, technology and systems governance, and account-level program coordination. It also supports account leadership with documentation, analyses, special projects, and other duties that contribute to account success. There are no supervisory responsibilities.

Requirements

• 7–10 years of experience in performance management, PMO, business operations, or account governance within a large enterprise or professional services environment.
• Demonstrated experience managing SLA/CPI reporting programs with direct client accountability.
• Financial acumen, including experience with revenue recognition, accruals, fee-at-risk processes, and financial work order review.
• Ability to independently manage multiple accounts and concurrent workstreams with minimal direction.
• Proven ability to lead cross-functional initiatives through influence rather than direct authority.
• Advanced proficiency in Microsoft 365, including SharePoint, Teams, Excel, and PowerPoint.
• Strong communication and facilitation skills, with comfort presenting to SVP-level clients and internal stakeholders.
• Proficiency in program management software and tools, and a solid understanding of data center operations and technologies.
• Must be authorized to work in the United States without sponsorship; this position does not provide visa sponsorship.

Nice To Haves

• Experience with CMMS platforms such as Corrigo.
• Experience with data visualization tools such as Tableau and Azara.

Responsibilities

• Own the end-to-end SLA and CPI reporting lifecycle across multiple data center accounts, including scorecard design, evidence compilation, weighting validation, and client delivery.
• Manage CyrusOne contractual reporting obligations, including monthly SharePoint uploads of SLA/CPI scorecards, subcontractor reports, aged debt reports, monthly facility overviews, and HSSE metrics.
• Lead quarterly SLA scorecard development and distribution for Microsoft, coordinating internal reviews before client delivery.
• Coordinate and facilitate Oracle Monthly Business Reviews, including presentation preparation, contributor coordination, pre-read distribution, and post-meeting notes.
• Maintain monthly and quarterly reporting cadences across accounts and establish preparation timelines.
• Support CPI analysis deliverables as requested by corporate leadership.
• Oversee accrual data collection and monthly reporting timelines with Finance leads, targeting contractual deadlines.
• Coordinate written client confirmations for fee clawback waivers and at-risk management fee exceptions with Account and Operations Directors.
• Reconcile active site lists against contractual schedules, identifying discrepancies, unlisted sites, and vacant or offline facilities.
• Track executed CCRs and Statements of Work across accounts and maintain updated documentation on SharePoint.
• Oversee semi-annual compliance audits, coordinating contact updates and submissions for account teams.
• Manage access controls for client platforms, including SharePoint permissions, Corrigo access, and Tableau site administration.
• Serve as a primary JLL contact for client governance meetings, including Oracle MBRs and CyrusOne monthly reporting cadences.
• Build and maintain relationships with client-side vendor performance managers, finance teams, and operations leadership.
• Communicate release timelines, reporting deliverables, and account milestones; escalate issues with recommendations and proposed paths forward.
• Coordinate stakeholder alignment across Finance, Sourcing, Operations, IT, HSSE, and HR.
• Lead procurement and execution of technology SOWs to automate CPI and SLA reporting, such as Azara/Tableau dashboard development.
• Partner with technology leads and GTT Project Managers on dashboard delivery; provide input data, review development outputs, and validate reporting logic.
• Manage governance of Corrigo, SharePoint, Tableau, and Property Hub; resolve access issues, conduct audits, and enforce login compliance.
• Coordinate with JLL Technology Advisory teams on AI and system-integration pilots as applicable to account operations.
• Maintain account-level deliverables matrices, decision registers, and pending-items trackers.
• Coordinate MBR and QBR presentation preparation by assigning owners, setting deadlines, and consolidating inputs into client-ready presentations.
• Manage SharePoint architecture for account governance folders, ensuring file organization and access control.
• Support account leadership with historical documentation, retrospective analyses, and contextual briefings for leadership transitions or new client engagements.
• Perform additional duties and special projects assigned to support account success.

Benefits

• 401(k) plan with matching company contributions.
• Comprehensive medical, dental, and vision care.
• Paid parental leave at 100% of salary.
• Paid Time Off and Company Holidays.
• Early access to earned wages through Daily Pay.
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed