Operational Excellence Lead, Americas
jll • United States of America, Trenton, NJ,
Posted: May 19, 2026
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.
Job Summary:
The Client Onboarding Experience Team (COET) is currently seeking a highly skilled and detail-oriented Operational Excellence Program Lead to join our Global Client Onboarding Team. The role will be responsible for supporting our most dynamic client accounts and onboarding projects across multiple business units and geographies. Based on defined business needs of each respective project, this role will execute a variety of deliverables enabling the success of the overall project as well as future performance of the designated account team. Additionally, this role will deploy to projects in need of specialized or detailed focus on operational challenges and key project milestones. In this critical role, the Operational Excellence Program Lead is tasked with executing activities such as recurring health checks and audits in support of JLL’s Americas accounts and plan development to support the advancement of account through optimization while working collaboratively with account teams, JLL Workstreams, and the broader COET team to ensure program deliverables are achieved. The Operational Excellence Program Lead is expected to handle multiple projects simultaneously while exemplifying teamwork and collaboration.
Your Key Responsibilities Include:
Lead assigned projects & assignments of overall execution including project team members, account teams, and identified client teams
Actively collaborate with project teams including attending and leading meetings, leading cross functional key project enablers, and issue resolution/risk mitigation
Accountability for agreed upon processes and deliverables (communications, meetings etc.) on a project-by-project basis
Clarify and communicate project objectives including detailed understanding of client and internal stakeholder expectations, status of deliverables and success criteria
Proactively communicate to all key stakeholders throughout the project
Ask probing questions to identify risk and, working with appropriate internal and client stakeholders, develop timely solutions to mitigate risks
Reporting and documentation: prepare and present project status reports, executive summaries, and updates to key stakeholders, ensuring transparency and accountability at all levels
Collaborate on enhancements of COET operational readiness risk assessment programming
Operational due diligence programming:
Continual refinement of operational due diligence programming including both desktop and onsite aspects
Conduct onsite due diligence efforts to obtain intimate knowledge of site-specific operations; findings used to validate initial solution and influence subsequent onboarding project activities. Functional areas to include but not limited to IFM, engineering and operations, HSSE, client business functional use, incumbent and 3rd party supplier framework
Validate existing procedural and operational programming such as financial management, quality, HSSE, asset management, workplace experience, and emergency & incident management
Develop site specific processes, programs, and procedures to align with project specific contractual deliverables, client requirements, and JLL standards. Core focus areas include all aspects of IFM, engineering & operations, HSSE, and quality assurance
Serve as task force lead bolstering COET and Workstream activities on dynamic projects during surges of demand and resource constraints in all phases of the transition lifecycle
Sound like you? To apply you need:
Leadership Skills: A leader with exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences.
Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative
A self-starter that operates with a sense of urgency
Influencing and Teamwork: Ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others
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Experience & Qualifications:
IFM technology experience required. Solid program management and problem-solving skills with the ability to focus both strategically and tactically to achieve firm and client business goals
In-depth knowledge and understanding of buildings & systems engineering, asset maintenance, and facilities management operations
Project Management Leadership Skills: Knows how to effectively structure and manage projects and teams to ensure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes
Exceptional ability to solve problems and think analytically. Comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro (Agile and able to handle changes in direction calmly)
Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change
Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach
Strong organizational skills, detail oriented, and process-driven, with an orientation toward continuous process improvement
Ability to travel 20-30% of time
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated compensation for this position:
237,500.00 – 250,000.00 USD per yearThis 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:
Remote –Trenton, NJIf 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're pursuing.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
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 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.
California Residents only
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
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.
Accepting applications on an ongoing basis until candidate identified.
Additional Content
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.
Job Summary:
The Client Onboarding Experience Team (COET) is currently seeking a highly skilled and detail-oriented Operational Excellence Program Lead to join our Global Client Onboarding Team. The role will be responsible for supporting our most dynamic client accounts and onboarding projects across multiple business units and geographies. Based on defined business needs of each respective project, this role will execute a variety of deliverables enabling the success of the overall project as well as future performance of the designated account team. Additionally, this role will deploy to projects in need of specialized or detailed focus on operational challenges and key project milestones. In this critical role, the Operational Excellence Program Lead is tasked with executing activities such as recurring health checks and audits in support of JLL’s Americas accounts and plan development to support the advancement of account through optimization while working collaboratively with account teams, JLL Workstreams, and the broader COET team to ensure program deliverables are achieved. The Operational Excellence Program Lead is expected to handle multiple projects simultaneously while exemplifying teamwork and collaboration.
Your Key Responsibilities Include:
Lead assigned projects & assignments of overall execution including project team members, account teams, and identified client teams
Actively collaborate with project teams including attending and leading meetings, leading cross functional key project enablers, and issue resolution/risk mitigation
Accountability for agreed upon processes and deliverables (communications, meetings etc.) on a project-by-project basis
Clarify and communicate project objectives including detailed understanding of client and internal stakeholder expectations, status of deliverables and success criteria
Proactively communicate to all key stakeholders throughout the project
Ask probing questions to identify risk and, working with appropriate internal and client stakeholders, develop timely solutions to mitigate risks
Reporting and documentation: prepare and present project status reports, executive summaries, and updates to key stakeholders, ensuring transparency and accountability at all levels
Collaborate on enhancements of COET operational readiness risk assessment programming
Operational due diligence programming:
Continual refinement of operational due diligence programming including both desktop and onsite aspects
Conduct onsite due diligence efforts to obtain intimate knowledge of site-specific operations; findings used to validate initial solution and influence subsequent onboarding project activities. Functional areas to include but not limited to IFM, engineering and operations, HSSE, client business functional use, incumbent and 3rd party supplier framework
Validate existing procedural and operational programming such as financial management, quality, HSSE, asset management, workplace experience, and emergency & incident management
Develop site specific processes, programs, and procedures to align with project specific contractual deliverables, client requirements, and JLL standards. Core focus areas include all aspects of IFM, engineering & operations, HSSE, and quality assurance
Serve as task force lead bolstering COET and Workstream activities on dynamic projects during surges of demand and resource constraints in all phases of the transition lifecycle
Sound like you? To apply you need:
Leadership Skills: A leader with exceptional communication skills coupled with excellent active listening skills. Ability to clearly articulate messages to a variety of audiences.
Strong cultural alignment: unwavering ethical standards; drives excellence and innately collaborative
A self-starter that operates with a sense of urgency
Influencing and Teamwork: Ability to influence others and move toward a common vision or goal. Able to work effectively at all levels in an organization. Must be a team player and able to work collaboratively with and through others
undefined
Experience & Qualifications:
IFM technology experience required. Solid program management and problem-solving skills with the ability to focus both strategically and tactically to achieve firm and client business goals
In-depth knowledge and understanding of buildings & systems engineering, asset maintenance, and facilities management operations
Project Management Leadership Skills: Knows how to effectively structure and manage projects and teams to ensure there is clarity of expectation, timely execution, corrective action when needed and successful outcomes
Exceptional ability to solve problems and think analytically. Comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro (Agile and able to handle changes in direction calmly)
Analytical Skills: Has a structured approach to problem solving with a natural inclination for planning strategy and tactics. Drives to fix the ultimate root causes to drive sustainable change
Character with high perseverance and resourcefulness required to keep driving and finding ways to get the required steps done. Flexible and adaptable; able to work in ambiguous situations. Resilient and tenacious with a propensity to persevere. Forward looking with a holistic approach
Strong organizational skills, detail oriented, and process-driven, with an orientation toward continuous process improvement
Ability to travel 20-30% of time
This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
Estimated compensation for this position:
237,500.00 – 250,000.00 USD per yearThis 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:
Remote –Trenton, NJIf 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're pursuing.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
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 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.
California Residents only
If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.
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.
Accepting applications on an ongoing basis until candidate identified.