Senior Director, Business Operations

JLL•McLean, VA

1d•$180,000 - $230,000•Remote

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. The Director, IFM Programs and Operations is a key leadership role on the client account team, responsible for leading strategic business services that enable high-performing integrated facilities management operations. This role provides leadership across IFM Operations, IFM Programs, HSSE, Call Center, Facility Coordinator teams, Corrigo governance, performance management, business continuity, disaster planning, and continuous improvement initiatives. The role requires strong strategic, analytical, communication, and project leadership capabilities. The successful candidate must be able to operate at both executive and operational levels, translating business needs into actionable plans, driving accountability across teams, identifying risks and opportunities, and delivering high-quality outcomes in a fast-paced environment. This role must build strong partnerships with client stakeholders, account leadership, and subject matter experts while helping advance transformation, operational excellence, and adoption of new technologies and AI-enabled ways of working.

Requirements

Bachelor’s degree required; advanced degree preferred.
Significant experience in facilities management, business operations, business services, or a related field, with strong analytical and strategic planning capability.
Commercial real estate experience preferred.
Experience leading teams, programs, or large account initiatives in a complex, client-facing environment.
Strong business acumen, with the ability to influence and collaborate effectively across all levels of the organization.
Ability to think strategically and identify opportunities to improve service delivery, efficiency, and performance.
Strong judgment and decision-making skills, including the ability to distill complex issues, assess risk, and determine when to escalate or act independently.
Strong analytical and problem-solving capability, including the ability to synthesize data from multiple sources into clear insights and recommendations.
Demonstrated experience with KPI reporting, performance management, and executive-level storytelling through data.
Strong project and program management skills, with the ability to lead cross-functional initiatives across varied operational areas.
Understanding of change management principles and experience supporting organizational transformation.
Excellent written and verbal communication skills, including the ability to prepare concise, executive-ready presentations and communications.
Strong organizational and execution skills, with the ability to manage multiple priorities in a dynamic environment and under tight deadlines.
High degree of accountability, initiative, resourcefulness, and adaptability.
Ability to work effectively with stakeholders across all levels of the organization.
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

advanced degree preferred
Commercial real estate experience preferred

Responsibilities

Partner with Account Directors, account leadership, client stakeholders, and subject matter experts to translate business needs and desired outcomes into integrated strategies, priorities, and execution plans.
Lead business services programs and operational initiatives that improve service delivery, enable visibility across teams, and support achievement of account objectives.
Drive initiatives related to operations, innovation, organizational capability, and account transformation.
Manage program schedules, priorities, risks, dependencies, and action plans to ensure timely delivery of critical initiatives.
Serve as a trusted advisor to the client, account leadership, peers, operations teams, and functional partners.
Lead change enablement activities, including stakeholder engagement, communications, leadership alignment, capability transfer, end-user training, and adoption planning.
Develop strategies and implementation plans to support organizational transition, gap closure, and sustainable process improvement.
Lead the account FM Center of Excellence with focus on continuous improvement, Corrigo governance, NOC, call center operations, KPI management, and operational consistency in partnership with Office, Retail FM, and Engineering teams.
Oversee HSSE programs and operations in support of account requirements and operational excellence.
Lead governance of Corrigo work order processes, supporting systems, and associated data and reporting platforms to maximize performance visibility, reporting quality, platform capability, and AI-enabled functionality.
Collaborate with client real estate representatives and account partners to support disaster planning and business continuity activities.
Develop executive-ready presentations, analyses, and recommendations for senior-level discussions and decision-making.
Partner across functions to drive execution of strategic initiatives and operational projects.
Document and formalize operational processes, standards, and best practices as needed.
Support innovation and continuous improvement programs across the account.
Identify and implement opportunities to improve account performance through AI enablement, process redesign, and stronger operational governance.
Promote a culture of accountability, collaboration, operational discipline, and service excellence.