Program Operations Director Jobs in Henrico, VA (NOW HIRING)

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Position Overview

The IFM (Integrated Facility Management) Operations Support Manager provides strategic and operational support to facility management operations, ensuring seamless service delivery, continuous improvement, and client satisfaction across integrated facilities portfolios. This role serves as a critical liaison between operations teams, clients, and service partners while driving performance excellence and operational efficiency.

Key Responsibilities:

Operational Excellence Oversee day-to-day operational support activities across multiple facility management contracts, ensuring compliance with service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations. Implement standardized processes and best practices to drive consistency and quality across all managed facilities.

Performance Management Monitor and analyze operational metrics, generate performance reports, and identify opportunities for service improvement. Develop corrective action plans when performance gaps are identified and track remediation efforts to completion.

Client Relationship Management Serve as a key point of contact for client inquiries and escalations. Build strong working relationships with client stakeholders, conduct regular business reviews, and ensure client expectations are consistently met or exceeded.

Team Leadership and Development Provide guidance, mentorship, and support to operations teams and site-based facility managers. Facilitate knowledge sharing, conduct training sessions, and promote a culture of continuous learning and professional development.

Contract and Vendor Management Support contract administration activities including vendor performance monitoring, invoice reconciliation, and compliance verification. Collaborate with procurement teams to optimize vendor relationships and ensure value delivery.

Systems and Technology Utilize Computerized Maintenance Management Systems (CMMS) and other technology platforms to track work orders, manage assets, and generate operational insights. Drive digital transformation initiatives to enhance operational efficiency.

Education: Bachelor's degree in Facilities Management, Business Administration, Engineering, or related field preferred

Experience: Minimum 5-7 years in facility management operations, with at least 2-3 years in a supervisory or management capacity within an integrated facilities environment

Technical Skills:

• Proficiency with CMMS platforms (Corrigo) and other facility management software platforms
• Basic working knowledge of building systems (HVAC, electrical, plumbing, life safety)
• Advanced Microsoft Office (Excel, PowerPoint, Word, SharePoint) & Google Suite (Sheets, Docs, Slides, Drive) skills
• Basic understanding of maintenance management principles and preventive maintenance programs

Core Competencies:

• Excellent organizational and project management abilities
• Strong analytical skills with attention to detail
• Exceptional communication skills, both written and verbal
• Proven ability to manage multiple priorities in fast-paced environments
• Client-focused mindset with strong relationship-building capabilities
• Problem-solving orientation with ability to make sound decisions under pressure

Certifications (Preferred):

• Certified Facility Manager (CFM)
• Facility Management Professional (FMP)
• Project Management Professional (PMP)
• LEED certification or sustainability credentials

Reports to: IFM Operations Director

Direct Reports: Contact Center Supervisor, Facility Coordinators, or other Administrative Support Staff.

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

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:

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'repursuing.

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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 email us at HRSCLeaves@jll.com. 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.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

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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Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.