Regional Director, Healthcare Facilities

JLL•Baltimore, MD

3d•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. Position Summary The Regional Director of Healthcare Facilities, client tile - Support Services Administration Officer (SSAO), for the Mid-Atlantic States (MAS) serves as JLL's senior-most operational leader accountable for directing, overseeing, and controlling medical center operational activities across the entire MAS portfolio. This strategic Senior Director position ensures reliable, cost-effective, and efficient delivery of quality and accessible ancillary operational services with a focus on enhancing member satisfaction, growth, and retention across a matrixed shared service organization. The SSAO oversees and coordinates the activities of delivering facilities and support services across the region, working through influence, partnership, and service excellence to achieve operational and strategic objectives. The position serves as the primary interface and Customer Relationship Manager for the National Shared Service Organization portfolio in the Mid-Atlantic Market. This position consistently supports compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements, client policies and procedures, and JLL's and clients Code of Business Ethics.

Requirements

Bachelor's degree in Business Administration, Public Health, Engineering, Public Administration, Health Care Administration, Construction, Industrial Hygiene, Architecture, or related field AND minimum eleven (11) years of experience in facility maintenance/management or directly related field OR Minimum fourteen (14) years of experience in facility maintenance/operations or a directly related field
Minimum three (3) years of experience in financial management, budget development, program development, quality and safety improvement and project management
Minimum three (3) years experience working directly with executive leadership
Minimum three (3) years experience applying federal and state laws and regulations related to health care operations (e.g., TJC-EOC/LS/EM, Title-22, state building codes, HCAI, CDPH, Cal-OSHA, NFPA 99/101, etc.)
Minimum seven (7) years of experience managing operational or project budgets
Minimum five (5) years of experience in a leadership role with direct reports
Minimum three (3) years experience working with Incident Command Centers
Expert knowledge of healthcare facility regulations including Joint Commission standards, CMS Conditions of Participation, Life Safety Code (NFPA 99/101), Title

Responsibilities

Builds and maintains strategic partnerships with client medical center and medical group executive leadership, operational leaders, clinical leadership, real estate teams, and regional executives to drive annual and long-term strategic planning
Serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy
Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization
Models and drives continuous learning; stays current with industry trends, benchmarks, and best practices; acts as a thought leader sharing insights within and across teams to drive improvement
Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provides open feedback and coaching to foster performance improvement
Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives
Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams
Oversees the operation of multiple units and/or departments by identifying member and operational needs
Translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies
Delivers JLL's service delivery vision and associated strategies in the assigned Market, including planning and executing agreed-upon service levels, KPIs, and performance metrics
Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making
Sets and communicates goals and objectives; sets standards, measures progress, and ensures resolution of escalated issues
Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly
Manages escalation protocols and serves as executive-level point of contact for critical issues or strategic initiatives
Proactively identifies opportunities to enhance service delivery, reduce costs, and improve operational efficiency across the portfolio
Coordinates across multiple service lines (Clinical Technology Management, Security Services, Healthcare Continuity Management, Facilities Capital Program, Real Estate, and Enterprise Administrative Office Services) to deliver seamless, integrated facilities solutions.
Ensures consistent delivery of plant operations, facility maintenance, environmental services, nutritional services, retail food services and vending, move and space management, and parking operations across the entire portfolio
Uses cutting-edge knowledge in facilities management professional fields to drive resolutions to mechanical building problems including energy management, waste management, asbestos abatement, moving services and planning, space planning, and emergency management
Sets strategic organizational practices and programs for the completion of repairs on building equipment, tools, machinery, and amenities to ensure they are in working condition
Drives the delivery strategy of preventative maintenance programs to sustain a clean, safe, and hygienic environmental work area
Oversees facility condition assessments and asset lifecycle management across the diverse portfolio
Implements JLL best practices, standard operating procedures, and continuous improvement methodologies
Drives strategic long-term plans for landscaping services needed to maintain the upkeep of grounds and public sidewalks; implements processes and standards for completing landscaping equipment repairs.
Ensures all facilities maintain full compliance with healthcare-specific regulations and accreditation standards including but not limited to; Joint Commission, CMS Conditions of Participation, Title 22, state building codes, HCAI, CDPH, Cal-OSHA, and NFPA 99/101
Drives the continuous improvement and compliance with processes to record, monitor, and manage the disposal of regulated medical, patient, and employee information (e.g., Protected Health Information), pharmaceutical, and hazardous waste materials
Champions policies to ensure required licenses and operating permits are maintained in accordance with local, state, and federal regulation
Oversees Life Safety Code compliance, including fire safety systems, egress requirements, and hazardous materials management
Coordinates regulatory inspections, surveys, and audits; manages corrective action plans
Establishes processes to coordinate with local authorities to plan drills according to NFPA and Life Safety Code; oversees completion of reports based on drill outcomes
Conducts inspection tours to ensure the efficient and uninterrupted operation of the facility
Maintains comprehensive emergency management programs including emergency operations plans, incident command systems, and hazard vulnerability assessments
Ensures workplace safety programs comply with OSHA requirements; manages workers' compensation and safety incident investigations
Oversees infection prevention and control measures for facility infrastructure and operations.
Partners with client finance teams to develop, manage, and monitor operating budgets exceeding $25 million annually
Develops strategies and defines metrics used to gain efficiencies and prioritize program budget for improvement projects
Analyzes resources, costs, and forecasts and incorporates them into business plans
Implements financial controls, forecasting processes, and variance analysis to ensure fiscal accountability
Drives cost optimization initiatives while maintaining or enhancing service quality and customer satisfaction
Develops capital planning recommendations based on facility condition assessments, asset lifecycle analysis, and strategic priorities; identifies specific facility, renovation, and operational programs that will support the strategic direction of the organization
Identifies opportunities for operational efficiencies, cost avoidage, and value creation
Oversees maintenance projects such as designing, remodeling, renovating, and equipping facilities with capabilities to reduce costs and improve service
Prepares and presents regular financial performance reports to JLL and client leadership.
Forecasts and ensures organization-wide strategies on complex issues including infrastructure equipment, HVAC equipment and facilities, video conferencing equipment, telephone, and network installation in partnership with technical teams
Drives solutions to test newly installed machines and equipment to ensure contracting specifications are fulfilled
Drives adoption of JLL's technology platforms including CMMS, space management systems, and performance dashboards
Leverages data analytics to inform decision-making and drive continuous improvement
Identifies opportunities to implement innovative solutions, smart building technologies, and sustainability initiatives
Supports client's strategic technology initiatives related to facilities and support services
Partners with enterprise shared services and sustainability management to manage building-lease services and construction/expansion projects.
Determines the strategic direction for improving the review of services rendered and invoices, and establishing contractual requirements to evaluate vendor performance against service-level agreements, capabilities, and quality
Works with senior and executive management to clarify business needs, develop project specifications, and identify vendor services related to operations and other essential services
Creates and determines metrics and standards for vendor performance using specific, core metrics to ensure adherence to contractual provisions, regulatory specifications, and compliance with the organization's policy in support of the enterprise's strategic vision.
Provides regular performance reporting to client and JLL leadership using established metrics and KPIs
Conducts regular business reviews presenting operational performance, financial results, and strategic initiatives
Manages customer satisfaction measurement and implements service improvements based on feedback
Communicates proactively regarding service disruptions, major projects, and significant events
Represents JLL at client operational meetings, committees, and strategic planning sessions