Performance Manager

JLL empowers you to shape a brighter way.

Our people at JLL and JLL Technologies 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.

Performance & Governance Manager

Join our dynamic team as a Performance & Governance Manager to drive operational excellence through data-driven insights and strategic process optimization for our global account management operations. This role combines advanced analytics with cross-functional leadership to monitor contract KPIs, govern contract performance, and implement transformation initiatives that enhance service delivery. Requiring 5+ years of performance management experience and expert-level Smartsheet proficiency, this position offers the opportunity to drive innovation and lead transformational change that directly impact client relationships and operational performance across global teams.

Key Responsibilities

• Performance Analytics & Optimization: Monitor and analyze contract KPIs, develop predictive models, and create actionable insights to drive continuous improvement. Automate KPI reporting processes and eliminate manual tasks that create opportunity costs.
• Data Analysis & Forecasting: Track performance trends and conduct data analysis to support informed decision-making and solution recommendations.
• Process Improvement & Governance: Lead transformation initiatives, implement baseline processes, and drive fact-based decision-making through process re-engineering when necessary.
• Cross-functional Leadership: Lead and coordinate cross-functional, globally dispersed teams to proactively identify priority needs, resolve performance issues, maximize contract performance, and drive partnership success by leveraging organizational knowledge, expertise, and industry best practices to achieve operational excellence
• Innovation Program Management: Support tracking and governance of bi-annual service line innovation submissions that enhance Account Management KPIs.
• Data Visualization & Reporting: Create compelling visualizations and provide regular reporting to ensure stakeholders understand progress and expected results.
• Site Services Management: Manage the Site Services Review Program, improve Site Scope Matrix processes, and ensure Client-Business Partner alignment on current scope and data accuracy.
• Incident Management: Implement enhanced incident notification framework with comprehensive escalation protocols for operational, EHS, and situational incidents to improve transparency and business continuity.
• Documentation & System Support: Maintain organized filing systems for account documents and support the Account Director with data capture for corporate account system.
• Account Playbook Management: Manage bi-annual Account Playbook reviews and updates to ensure alignment with current operational strategies and best practices.

Experience & Qualifications

Required Experience:

• 5+ years in performance management, business intelligence, or analytics roles
• Proven track record of proactive issue identification and data-driven solution development
• Complex project implementation and process management experience
• Governance framework implementation and compliance management
• Incident management and business continuity planning
• Facility management, operations, or corporate real estate background
• Contract management and performance measurement frameworks

Core Competencies:

• Excellent communication skills with presentation experience
• Strong analytical and problem-solving abilities with attention to detail
• Results-driven mindset translating analysis into actionable recommendations
• Leadership skills for managing complex, multi-stakeholder initiatives with ability to influence and drive accountability
• Cultural flexibility for diverse global team collaboration
• Innovation mindset to challenge processes and drive transformation
• Change management and process improvement methodologies

Technical Skills:

• Advanced Microsoft Office Suite proficiency (Excel, Word, PowerPoint, SharePoint, OneNote)
• Expert-level Smartsheet application skills (sheets, dashboards, workflows, automations)
• Data visualization and dashboard development
• Information security compliance knowledge

This role requires limited travel but does partner with global teams, so will need to be available for meetings beyond normal business hours.

Estimated compensation for this position:

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:

If 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

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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 accomodationrequest@am.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.

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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.

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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.

Accepting applications on an ongoing basis until candidate identified.