Performance Manager

JLL • Charlotte, NC

1d • $130,000 - $150,000 • Remote

About The Position

The Manager of Performance Management 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, along with cross-functional governance structures that support account health, client satisfaction, and contractual compliance. It partners with Account Directors, Finance, Sourcing, Operations, and Technology to translate contractual obligations into measurable deliverables.

This client-facing, cross-functional leadership position requires managing multiple accounts simultaneously, leading through influence, and working autonomously in fast-paced, high-stakes critical environments. The role also supports financial oversight, contract and compliance management, client engagement, technology and systems governance, program coordination, and special projects. There are no supervisory responsibilities.

The position is remote, with Charlotte, NC listed as the location. It does not provide visa sponsorship; candidates must be authorized to work in the United States without sponsorship. Expected compensation is $130,000–$150,000 per year, with final compensation determined by qualifications, location, market conditions, and internal considerations. Applications are accepted on an ongoing basis until a candidate is identified.

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 manage multiple accounts and concurrent workstreams independently with minimal direction.
• Track record of leading 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.
• Solid understanding of data center operations and technologies.
• Must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

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, including monthly SharePoint uploads of SLA/CPI scorecards, subcontractor reports, aged debt reports, facility overviews, and HSSE metrics.
• Lead quarterly SLA scorecard development and distribution for Microsoft, coordinating internal review before client delivery.
• Coordinate Oracle Monthly Business Reviews (MBRs), including deck preparation, contributor coordination, pre-read distribution, and session notes.
• Maintain monthly and quarterly reporting cadences and establish preparation timelines.
• Support CPI analysis deliverables as requested by corporate leadership.
• Oversee accrual data collection and monthly reporting timelines with Finance leads.
• Coordinate written client confirmations for fee clawback waivers and at-risk management fee exceptions.
• Reconcile active site lists with contractual schedules and identify discrepancies, unlisted sites, and vacant or offline facilities.
• Track executed CCRs and Statements of Work across accounts and maintain current documentation on SharePoint.
• Oversee semi-annual compliance audits, including SOC 2 User Access Audits, and coordinate contact updates and submissions.
• Manage access controls across client platforms, including SharePoint permissions, Corrigo access, and Tableau site administration.
• Serve as a primary JLL contact for client governance meetings and 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, including dashboard development.
• Partner with technology leads and GTT Project Managers to deliver dashboard tools; provide input data, review development output, and validate reporting logic.
• Govern client-facing systems, including Corrigo (CMMS), 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.
• Maintain account-level deliverables matrices, decision registers, and pending-items trackers.
• Coordinate MBR and QBR deck preparation by assigning owners, setting deadlines, and consolidating inputs into client-ready presentations.
• Manage SharePoint architecture for account governance folders, including 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 to support overall 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