JLL empowers you to shape a brighter way .Our people at JLL and JLL Technologies 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.What this job involves -

We are seeking a dynamic and strategic leader to join our team as Senior Director, Operational Excellence & Compliance. This leader will drive operational excellence across a large, high-profile operation, representing some of the most innovative and complex spaces in the corporate real estate landscape.This role will foster cross-service collaboration and ensure alignment with client objectives, including the development and execution of a robust Operational Accountability Program.The ideal candidate will have extensive experience in integrated facility management, project management, space planning, workplace services, and account operations, with a strong ability to develop accountability frameworks, optimize processes, and implement performance-driven strategies. This role provides a challenging and rewarding opportunity for a high-performing leader who is seeking to advance their leadership acumen and contribute to account leadership within our organization.Responsibilities:Operational Accountability & Performance Management

Lead the development and execution of a structured Operational Accountability Program.Define and implement clear accountability frameworks across all service lines within the account.Establish, monitor, and report on Key Performance Indicators (KPIs) aligned with client objectives.Develop and deploy tools and technologies for efficient data collection, analysis, and reporting.Provide coaching, training, and internal communication strategies to drive operational accountability and performance improvement across a large team.Create and deliver client-facing communications detailing operational performance, program updates, and account progress.

Streamline Account Management Operations

Enhance cross-service line collaboration to improve connectivity, efficiency, and knowledge sharing.Optimize internal and client-facing meetings, ensuring efficiency and clarity in decision-making.Develop and implement effective communication strategies to improve knowledge transfer across service lines.Work closely with the Learning & Development (L&D) team to foster a culture of ownership and accountability through targeted training and engagement initiatives.Establish and implement a routine operational coverage and succession planning program to ensure continuity and leadership preparedness.

Drive Continuous Improvement

Identify and implement process improvements to enhance operational efficiency within the account team and in the delivery of client services.Utilize performance data and analytics to identify gaps, trends, and areas for improvement.Develop and oversee corrective action plans to address performance issues and enhance service delivery outcomes.

Qualifications:10+ years of experience leading high performing teams in facility management, workplace services, or real estate operations.Proven ability to develop and implement operational accountability programs within a complex real estate portfolio and across service line organizations, fostering a culture of ownership and continuous improvement.Leadership presence and ability to constructively influence teams and clients towards accomplishing shared goals.Strong background in KPI development, performance tracking, and process optimization.Strong analytical and problem-solving skills, with experience in data-driven decision-making.Excellent communication, senior-level stakeholder management, and executive client-facing presentation skills.Ability to drive operational excellence and innovation in a fast-paced, dynamic environment.Experience working within a supplier-client relationship in real estate portfolio management.Familiarity with IFM technologies, workplace analytics, and digital reporting tools.Strong understanding of change management and organizational development strategies.Estimated total compensation for this position:189,900.00 – 250,000.00 USD per yearLocation:On-site – Mountain View, CAIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid Time Off and Company Holidays

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