Operations – Category Manager

Jones Lang LaSalle Incorporated; Florida; Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

401(k) plan with matching company

Comprehensive Medical, Dental & Vision

Paid parental leave

Paid Time Off and Holidays

Daily Pay - early access to earned工资

Job summary

Jones Lang LaSalle Incorporated is seeking an experienced Category Manager to oversee key facilities service categories and drive operational excellence across multiple sites, with a strategic mindset and hands-on leadership.

The role requires strong communication with senior stakeholders, KPI-driven oversight, and proficiency in Excel/MS Office to build dashboards and reports for performance management.

Qualifications

• Strong analytical and critical thinking skills, including root cause analysis.
• Outstanding organizational and time management skills.
• Strong project management skills, able to manage multiple projects simultaneously.
• Experience leading or managing a team preferred.
• Proficiency in Excel and MS Office; dashboards or reporting tools required.

Responsibilities

• Category Oversight: monitor day-to-day performance of assigned categories and ensure contractor alignment.
• Escalation Management: own the escalation process and coordinate with vendors/site teams to resolve issues.
• KPI & Performance Management: define and maintain KPIs and report trends to leadership.
• Project Management: manage service transition, remediation initiatives, and site rollouts with clear scopes and timelines.
• Process Improvement: identify gaps and implement new processes to improve service quality and efficiency.

Skills

Stakeholder communication

Analytical thinking

Time management

Project management

People management

Tools

Excel

MS Office

Dashboard tools

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.

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.

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.

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

Benefits

• 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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Accepting applications on an ongoing basis until candidate identified.

We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world. For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500 company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated. For further information, visit jll.com.