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.   

We are seeking an experienced Performance Manager to lead and optimize our Global Service Center operations for our Amazon-at-GREF account, with a focus on driving strategic business value through data-driven insights and process excellence. This role will be instrumental in elevating customer service delivery, while demonstrating measurable impact to our client by driving performance of Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s).

Job Responsibilities

Develop and implement strategic SLA’s and KPI’s across Global Service Center operations, including help desk servicesTranslate client business objectives into business strategy for each service lineDrive performance excellence across a 300-person shared service organization, ensuring service delivery teams meet business-critical requirements and performance standards.Promote and enable the import and export of best practices to and from JLL, and link the account to emerging practices.Transform complex operational data into actionable insightsPresent complex performance metrics and insights to senior leadership through compelling data storytellingBuild and maintain strong relationships with key clients and stakeholders at executive levelsAct as Program Manager for performance initiatives for the JLL-at-GREF account, including development and change management of rollout of Standard Operating Procedures.Identify savings, performance and improvement opportunitiesOther duties and tasks assigned

Sound like you? To apply you need:

Knowledge, Skills & Abilities

Education/training

Bachelor’s degree or equivalent work experience requiredSix Sigma Green Belt certification a plus

Years of relevant experience

5 years relevant work experience

Skills and knowledge

Excellent communication and presentation skills (verbal and written)Strong analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plansProcess management experience or demonstrated skills –Results driven – the ability to analyze, act, and implement to ensure we achieve desired resultsStrong leadership, organizational and execution skillsClient relationship management. Must be highly credible in front of senior executive-level client personnel. Represent ideas effectively and powerfully communicate the value of our successesTeam-building. Key stakeholder and collaborators are geographically dispersed. Getting results from ad hoc groups of disparate people is critical

Additional Requirements:

Willingness to travel internationally (15-20% of time)

Estimated total compensation for this position:

115,000.00 – 166,700.00 USD per year

The total compensation range is an estimate and not guaranteed. An employment offer is based on an applicant's education, experience, skills, abilities, geographic location, internal equity and alignment with market data .

Location:

On-site –Los Angeles, CA, San Francisco, CA, Seattle, WA

If 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 contributions

Comprehensive Medical, Dental & Vision Care

Paid parental leave at 100% of salary 

Paid Time Off and Company Holidays

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Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

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Accepting applications on an ongoing basis until candidate identified.