Operations - Category Manager

Jones Lang LaSalle Incorporated; Charlotte (NC); Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

401(k) match

Medical, Dental & Vision

Parental leave 100%

Paid time off

Earned wage access

Job summary

Jones Lang LaSalle (JLL) in Charlotte, NC is seeking an Operations - Category Manager to lead a team overseeing facilities service categories such as Janitorial, Landscaping, Pest Control and other soft assets. The role focuses on operations, performance, compliance, and continuous improvement across multiple sites.

You will define KPIs, monitor service delivery, manage escalations, and drive cross-functional projects to improve efficiency and service quality.

Qualifications

• Ability to effectively communicate with senior-level stakeholders, site teams and vendors, including conflict resolution and negotiation.
• Strong analytical and critical thinking skills, including root cause analysis, trend identification and translating data into actionable process improvements.
• Outstanding organizational and time management skills, with the ability to prioritize across competing demands.
• Demonstrated ability to define, track and report on KPIs.
• Strong project management skills, with the ability to manage multiple projects simultaneously across different categories and sites.
• Experience leading or managing a team is preferred.
• Ability to work well in a demanding and fast-paced environment.
• Corporate Real Estate, Facility Management, Engineering experience preferred.
• Proficiency in Excel and MS Office; experience with dashboard or reporting tools required.
• Minimum of 5-7 years' experience in commercial real estate required.

Responsibilities

• Category Oversight: monitor day-to-day operational performance of assigned categories; act as SME for each category; ensure consistency with contracted scope.
• Escalation Management: own escalation process; triage and coordinate timely resolution; track trends.
• KPI & Performance Management: define and maintain KPIs; build dashboards; review performance with vendors and stakeholders.
• Project Management: manage service transitions, remediation initiatives, onboarding and site rollouts; define scope and timelines.
• Process Improvement: identify gaps; design and implement new processes; standardize best practices across sites.

Skills

Stakeholder communication

Project management

Analytical thinking

KPI tracking

Vendor management

Team leadership

Excel

Real estate knowledge

Tools

Excel

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 peopleand 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.

Operations - Category Manager

Overview

The Category Manager leads a team responsible for the ongoing operational oversight of key facilities service categories, including Janitorial, Landscaping, Pest Control, soft assets, etc. This is an operations-focused role. The Category Manager and their team monitor day-to-day service delivery, performance and compliance within these categories, manage escalations, track KPIs, and lead projects that improve service quality and operational efficiency. The Category Manager works closely with site teams, Facility Managers, the Operational Lead, Operation Project Manager and Senior Leadership to ensure assigned categories perform consistently against service level expectations. The role requires a hands-on, process-driven leader who can identify gaps in current operations and build new processes to close them.

Summary of Duties/Essential Functions

• Category Oversight
  • Monitor the day-to-day operational performance of assigned categories.
  • Serve as the subject matter expert for each assigned category, understanding service scope, standards and vendor obligations.
  • Track service delivery across all sites within the portfolio, ensuring consistency with contracted scope and operational expectations.
  • Partner with site-level Facility Managers to identify category-specific issues and drive resolution.
  • This Program Manager role is a position that requires a strategic mindset, strong leadership skills, and the ability to manage complex, interrelated projects while driving organizational change and improvement.
• Escalation Management
  • Own the escalation process for all assigned categories, serving as the primary point of contact for unresolved service issues.
  • Triage incoming escalations, determine root cause, and coordinate with vendors, site teams or leadership to drive timely resolution.
  • Track escalation trends to identify recurring issues and systemic gaps.
  • Maintain clear documentation of escalations, resolutions and lessons learned.
• KPI & Performance Management
  • Define and maintain KPIs for each category, covering service quality, responsiveness, compliance and cost efficiency.
  • Build and maintain dashboards and reports to track category performance against KPIs.
  • Conduct regular performance reviews with vendors and internal stakeholders, using KPI data to drive accountability.
  • Report category performance trends to Senior Leadership on a regular cadence.
• Project Management
  • Manage projects tied to assigned categories, including service transitions, remediation initiatives, vendor onboarding and site-level rollouts.
  • Define project scope, timeline and success metrics, and manage execution from initiation through close-out.
  • Coordinate cross-functional resources needed to deliver category-related projects on time and within budget.
  • Communicate project status, risks and outcomes to stakeholders throughout the project lifecycle.
• Process Improvement
  • Identify gaps and inefficiencies in current category operations.
  • Design and implement new processes, procedures and tools to improve service consistency, escalation handling and KPI tracking.
  • Standardize best practices across sites and ensure consistent adoption.
  • Continuously evaluate the effectiveness of new processes and refine as needed.

Qualifications

• Ability to effectively communicate with senior-level stakeholders, site teams and vendors, including conflict resolution and negotiation.
• Strong analytical and critical thinking skills, including root cause analysis, trend identification and translating data into actionable process improvements.
• Outstanding organizational and time management skills, with the ability to prioritize across competing demands.
• Demonstrated ability to define, track and report on KPIs.
• Strong project management skills, with the ability to manage multiple projects simultaneously across different categories and sites.
• Experience leading or managing a team is preferred.
• Ability to work well in a demanding and fast-paced environment.
• Corporate Real Estate, Facility Management, Engineering experience preferred.
• Proficiency in Excel and MS Office; experience with dashboard or reporting tools required.
• Minimum of 5-7 years' experience in commercial real estate required.
• undefined

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

Expected compensation for this position

100,000.00 - 130,000.00 USD per year

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

Job Tags

People Management

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 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

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.

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.

California Residents only

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Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

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