Head of Operations, East

JLL; Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Job summary

JLL is seeking a Head of Operations, East, to partner with the Regional President and act as a second-in-command driving strategic initiatives across the region. You will work with Broker Leads, Corporate Functions and other teams to implement end-to-end processes and improve operating leverage.

The role covers strategy, finance, people, data, and reporting, with responsibility for regional budgets, talent development, and ensuring alignment with national priorities.

Responsibilities

• Develop and drive adoption of consistent protocols and processes regionally and nationally.
• Ensure end-to-end business process implementation in the US and drive efficiency and service delivery standards.
• Track regional priorities and translate into actionable operating plans with owners.
• Contribute to enterprise transformation initiatives and regional leadership agendas.
• Act as Chief of Staff for US Regional Leadership with meeting agendas and follow-ups.
• Serve as first responder for regional operational issues and regional data reviews.
• Maintain monthly/quarterly reviews of key regional data points and connectivity with regional leadership.
• Manage regional operations personnel and participate in leadership councils.
• Support data and AI initiatives and provide feedback to national leadership.

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.

Key responsibilities

The Head of Operations, East is the key partner and leverage point for the Regional President, serving as their "second in command" and proxy to drive initiatives in the region with Broker Leads, Corporate Functions and other teams as required.

General

• Develop and drive adoption of consistent protocols and processes , both region-specific and national (e.g., RAO usage)
• Ensures successful implementation of end-to-end business processes within the US. Work with Americas COO to improve and drive efficiency and operating leverage, while ensuring agreed service delivery consistency standards
• Tracking and reporting on regional priorities, translated into actionable operating plans with clear owners. Implementing improvement plans for underperformance within region
• Executes across key transformation initiatives at the enterprise and Leasing Advisory level; contributing to project teams and ensuring accountability and follow through at the local level
• Chief of Staff for US Regional Leadership - setting agendas and following up with minutes and ensuring action items are followed through, providing leverage to Regional Leaders
• First responder' and triage for operational issues that emerge in the Region
• Ensure all local offices have regular (monthly, quarterly) reviews of key data points (e.g., deficits, RPP, ratios, expenses, aging AR, rebates, underperformers, etc.)
• Ensure in-region connectivity and accountability (e.g., Regional Broker Lead calls , Town Halls, etc. )
• Manage operations personnel in region
• Member of Region's Executive Council , where applicable
• Member of National Operat ing EC
• Attend BLC calls and meetings
• Attend Elevate (and similar programming events) as key stakeholder and leader

Strategy

• Translate national and regional strategic vision into operational reality in region
• Lead/oversight of annual strategic planning process for all offices in region
• P rovide insight on future goals and oversee execution
• Identify key themes from local strat plans and broker business planning (and similar exercises) for regional action
• Help prioritize strategic initiatives in region
• S erve as connection point for regional feedback to national leadership

Finance (in partnership with Finance)

• Create / approve r egion al budgets - full P&L responsibility alongside Regional President
• Partner with local operations and leadership on financial plans and goals ; review anomalies / exceptions
• Advise on allocation and use of holdback accounts, top-offs , etc.
• Validate Top Achiever lists
• Monthly/quarterly AR review to help with cash collection

People (in partnership with HR)

• Partner with Regional Presidents on strategic recruits and retentions (and track these)
• Negotiate and/or review employment agreements as required
• Act as main POC for Legal, ER & HR
• Maintain connectivity with Line Leads and Line Ops Leads regionally
• Oversee title policy and promotion process
• Ensure annual performance review process es are followed consistently
• Support people management decisions in region
• Identify future leaders and grow high-value talent
• Oversee all off-boarding and broker separation agreements
• Provide guidance on plans to improve local culture scores as needed
• Provide and approve local/national award recommendations and selections (e.g., LCAB, COE, etc.)
• Organize / oversee culture-building events as appropriate ( e.g., Top Gun celebrations)

Data & AI

• Support data and AI initiatives in region as required by national strategy (e.g., AI innovation pods, LeasingOS adoption, data-entry processes, etc.)
• Serve as connection point for regional / local feedback to national leadership regarding technology, data and AI needs, use cases, etc.

Reporting

• Reports to the Regional President with a dotted line to the COO , AMR Leasing

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

Estimated compensation for this position:

1.00 - 1.00 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:

On-site -New York, NY, Washington, DC