Operations Manager - Healthcare

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.    What this job involves The Operations Manager is the operational backbone of a project delivery team embedded with a single, long-term client. Partnering with the PDS account leader and account leadership, you will own the operating model that defines how the team and the client’s departments work together, run the program management, funding, and reporting disciplines that keep a large capital portfolio on track, and help grow the account by turning delivery performance into new scope and new opportunities. You will translate strategy into repeatable systems — playbooks, forums, KPIs, dashboards, and operational assets — and make sure issues are surfaced early, owned clearly, and resolved at the right level. You are a connector and a builder, equally comfortable in a data model, a vendor review, and an executive presentation, who earns trust across the project delivery team, client, and vendors through clarity, follow-through, and sound judgment. What your day-to-day will look like Capital Funding Request Processes Manage the monthly funding request process: set submittal deadlines, maintain the funding request tracker, and move each request from draft through review, submission, and approval Route requests to the correct approval committee based on project cost and type, and confirm required documentation is complete before submission Keep post-approval handoffs (minutes, approval memos, project setup) on schedule, and report on cycle times, budget and capital plan alignment, and bottlenecks Operating Models & Playbooks Own and continuously improve the operating model between the project delivery team and the client’s departments, including phase-based engagement, roles, decision rights, forums and cadences, escalation paths, and systems of record Develop and maintain playbooks, templates, and standard work for the design and construction phases so teams deliver consistently Identify gaps in governance, intake, and funding processes, propose solutions, and lead adoption with periodic reviews against agreed measures KPI Tracking & BI Reporting Track program, project, and resource KPIs, including safety, scope, schedule, budget, and quality, against the client’s governing standards Partner with data analysts and IT to build and maintain Power BI (or similar) dashboards with governed source data, a single as-of date, documented formulas, and data quality rules Reconcile data across project management, financial, scheduling, and other systems to produce monthly reporting packets, exception lists, and trend analyses with recommended actions Vendor Management Manage vendor and consultant performance (design, construction, specialty, and technology partners), including onboarding, scope and contract compliance, and capacity and delivery risk Own the vendor KPI scorecard and feedback sessions across financial, schedule, safety, and quality; define target and preferred thresholds, confirm the system of record for each measure, and consolidate the data into a consistent, trusted scorecard Lead performance reviews, drive corrective action plans, and use results to inform vendor selection, buyout, and future awards, holding vendors to consistent communication standards and routing client requests through proper channels Department Initiatives Lead department initiatives from charter to completion, such as process improvement, technology and reporting adoption, lessons learned, and governance enhancements Define plans, owners, milestones, and success measures, and report progress to project delivery team and client leadership Training & Development Coordinate the department’s training and development program, including onboarding for new team members Support onboarding and development of team members on account standards, tools, and ways of working Maintain onboarding guides and training materials, schedule role-based sessions, and gather feedback to keep the program current Program Management Align projects with portfolio and organizational goals, maintaining a program-level view of scope, schedule, budget, cash flow, and risk across design and construction Maintain risk management plans, escalation protocols, and change management processes, ensuring every issue has a named owner and due date Coordinate program cadences (intake, portfolio reviews, lookaheads, monthly report-outs) and build feedback loops that improve outcomes on future work Cross-Department Collaboration Build strong working relationships with JLL account resources and client departments, such as capital planning, finance, facilities, technology, clinical operations, healthcare technology, and real estate Maintain a “no surprises” culture by improving department communication protocols that keep counterparts informed, close the loop on resolved issues, and route feedback to those who can act on it Facilitate coordination forums that produce decisions, owners, and dates; verify facts before escalating; and bring options and a recommendation with every escalation Content & Collateral Build executive-quality presentations, program reports, quarterly business reviews, and proposal materials that tell a clear story with data, and present confidently to client and leadership audiences Create and maintain a library of reusable templates, case studies, credentials, and account collateral Manage the department intranet (SharePoint site), keeping con