Operation Performance Lead Jobs (NOW HIRING)

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Reports into: Global Director - Digital & Transformation
Job Description:
We are seeking a results-oriented leader to own and execute our Digital Enablement Hub strategy, which is designed to create digitally powered, globally consistent ways of working. This senior role is responsible for architecting and managing the account's operational & governance backbone, including program governance, performance analysis, process standardization and global communications.
The ideal candidate will be a hands-on leader responsible for designing and managing our core account governance framework, transitioning the central platform team to modern digital ways of working, embedding standardized processes, and owning our global communications strategy. You are a strategic thinker who excels at implementation, with a passion for using technology and process to simplify complexity and enhance performance.
As the Global Enablement and Performance Lead, you will manage a team of Performance Analysts and be accountable for transforming our operational model. You will replace manual administrative tasks with digital and AI-enabled automation, embed consistent global processes, and ensure that our teams are empowered by data and clear communication.
Key Responsibilities
Account Governance & Performance Management

• Design, implement, and own a single, centralized system for global account governance.
• Manage the framework for tracking strategic account plans, key milestones, risks, issues, and opportunities (RAID logs) to ensure full visibility for leadership.
• Establish a clear reporting cadence on account health, performance against milestones, and risk mitigation, leveraging outputs from the performance team.
• Serve as the central point of contact for all governance-related processes and inquiries.

Digital Transformation & Ways of Working

• Lead the initiative to create a modern, digital-first operational model that reduces administrative burden.
• Architect and implement digital solutions to automate the tracking of actions, decisions, and outcomes from meetings, eliminating the need for manual minute-taking.
• Evaluate, select, and champion digital collaboration tools (e.g., project management platforms, communication hubs) that drive efficiency and connectivity.
• Train and support team members in adopting new digital behaviors and tools to foster a culture of continuous improvement.

Process Standardization & Excellence

• Develop, maintain, and govern a comprehensive library of global playbooks, Standard Operating Procedures (SOPs), and best-practice templates.
• Drive the consistent adoption of these standardized processes and workflows across all regions to ensure quality and predictability in our service delivery.
• Work with regional leads to embed approved workflows directly into core technology platforms, making consistency the path of least resistance.

Global Communications

• Develop and execute the global account's internal communications strategy, ensuring all messaging is clear, timely, and aligned with our objectives.
• Own and manage a centralized communications calendar and platform for all major announcements, newsletters, and updates.
• Craft and distribute targeted, impactful digital communications that keep the global team informed, engaged, and connected.
• Act as the guardian of the account's internal voice and brand.

Team Leadership & Development
Provide direct line management, coaching, and professional development for a team of three Performance Analysts.

• Set clear objectives and manage the performance of the analyst team to ensure high-quality output and alignment with account goals.
• Direct the team's efforts in developing performance dashboards, monthly operating metrics, KPIs, and governance presentations.
• Harness the analytical power of the team to generate compelling, data-driven insights for leadership and to support strategic decision-making.

Qualifications & Experience

• Experience: 5-7+ years of experience in a role focused on program management, operations, process improvement, or digital transformation, preferably within a large, global organization.
• Governance Expertise: Proven experience designing and managing governance frameworks for complex programs or accounts.
• Tech Savviness: Strong understanding of and hands-on experience with modern collaboration and project management tools (e.g., Smartsheet, Monday.com, Asana, Microsoft Teams, SharePoint).
• Process Excellence: Demonstrated ability in process mapping, documentation, and creating effective SOPs and playbooks that drive consistency.
• Communication Skills: Exceptional written and verbal communication skills, with experience developing and managing communication plans for a diverse, global audience.
• Change Management: A proven track record of successfully leading change initiatives and driving the adoption of new processes and technologies.
• Education: Bachelor's degree in Business, Operations Management, Communications, or a related field

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated compensation for this position:
130,000.00 - 150,000.00 USD per year
This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
Location:
Remote -Charlotte, NC, Chicago, IL, Portland, OR
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
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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