Business Operations Manager

Jones Lang LaSalle Incorporated; Raleigh (NC); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

401(k) plan with matching

Medical, Dental & Vision care

Parental leave at 100%

Paid Time Off and Holidays

Daily Pay access

Job summary

Jones Lang LaSalle Incorporated (JLL) seeks a Business Operations Manager for its Center of Excellence. This hybrid role in Charlotte/Raleigh NC combines team leadership with extensive process improvement and change management responsibilities to enhance service delivery.

You will oversee Project and Facility Coordinator teams, develop SOPs, and drive Lean/Six Sigma initiatives while coordinating with cross-functional partners and stakeholders across the organization.

Qualifications

• Leadership of Project and Facility Coordinator teams with a focus on continuous improvement.
• Extensive experience in process improvement and change management initiatives.
• Ability to design and implement SOPs, playbooks, and training programs.

Responsibilities

• Lead and develop multi-disciplinary teams supporting project delivery and facilities operations.
• Identify and prioritize improvement opportunities using Lean/Six Sigma or similar methods.
• Develop change management strategies including communication plans and adoption metrics.
• Standardize procedures and playbooks across regional Projects and Facilities teams.
• Monitor outcomes with KPIs and coordinate cross-functional implementation.
• Champion automation and AI initiatives to enhance service delivery.

Skills

Team leadership

Process improvement

Change management

Stakeholder engagement

Lean Six Sigma

AI adoption

Job description

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.

Business Operations Manager - Center of Excellence

The Business Operations Manager serves as a key member of the Center of Excellence (COE) team, driving operational excellence across Project and Development Services and Facilities Management functions. This role combines team leadership with extensive process improvement and change management responsibilities, ensuring continuous enhancement of service delivery through systematic optimization, stakeholder engagement, and change initiatives. This is a hybrid position.

Team Leadership & Development

• Lead and manage both Project and Facility Coordinator teams supporting project delivery and facility operations.
• Recruit, onboard, and develop team members with focus on adaptability and continuous improvement.
• Establish performance objectives aligned with goals and coach teams through organizational transitions.
• Serve as subject matter expert for evolving systems, processes, and operational tools.
• Foster culture of safety and innovation with focus on enhancing use of AI.

Process Improvement & Change Management

• Identify, assess, and prioritize improvement opportunities across multiple business functions through workflow analysis and stakeholder input.
• Design, test, and implement enhancements in collaboration with cross-functional teams, utilizing Lean, Six Sigma, or similar methodologies.
• Develop comprehensive change management strategies including communication plans, training programs, adoption metrics, and resistance mitigation.
• Create and maintain Standard Operating Procedures and Playbooks that incorporate best practices and lessons learned.
• Lead organizational initiatives affecting operational teams and coordinate multi-stakeholder implementation efforts.
• Monitor outcomes using key performance indicators and establish feedback mechanisms to capture continuous improvement opportunities.
• Serve as change agent and champion for transformation initiatives across the organization.

Operational Excellence & Compliance

• Oversee project data integrity, documentation governance, and workflow approvals.
• Address system and process issues through root cause analysis and implement corrective actions.
• Drive technology platform adoption and coordinate user experience enhancements.
• Support standardization across regional Projects and Facilities teams.
• Design and deliver training programs for new processes, tools, and system enhancements.
• Provide escalation support while capturing insights from recurring issues to inform future improvements.
• Champion compliance initiatives and efficiency optimization.

Cross-Functional Collaboration & Stakeholder Engagement

• Partner with leadership across functions to align improvements with strategic objectives.
• Facilitate cross-functional working groups, process workshops, and strategic planning discussions.
• Build consensus among stakeholders for changes and system enhancements.
• Lead employee onboarding and offboarding optimization initiatives.
• Coordinate day-to-day activities and respond to leadership requests.

Financial Management & Project Controls

• Review and streamline financial processes, invoice workflows, and approval cycles.
• Eliminate payment obstacles and reduce transaction cycle times.
• Oversee retainage management and project closeout procedures.
• Implement financial controls, validation procedures, and coordinate improvements between project teams and finance functions.

Key Competencies for Success

• Demonstrated dual expertise in both people leadership and formal process improvement/change management.
• Proven experience leading projects across multiple departments or business units.
• Strong command of process improvement methodologies and change management frameworks.
• Exceptional ability to influence and manage relationships with stakeholders from senior leaders to frontline staff.
• Analytical and data-driven mindset with ability to build compelling business cases for change.
• Experience leading teams responsible for transactional, operational, or project-based work.

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

Location: On-site – Charlotte, NC, Raleigh, NC

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.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 [e-mail]. 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.

For further information, visit jll.com.