Facilities Operations Manager

This job is with JLL, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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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.

Position Overview
Responsible for the comprehensive leadership, management, efficient operation and oversight of preventative maintenance programs, CMMS system functionality, and job planning in accordance with JLL standards and procedures. This role combines strategic facilities management oversight and maintenance planning oversight to deliver exceptional facility services while driving innovation, process and procedure optimization, and quality enhancement across all operations.
Location  Western Massachusetts or Central New York or Upstate New York
Core Responsibilities
Facilities Operations & Leadership
Develop comprehensive operations and preventive maintenance programs for multi-site facility assets. Utilize data analytics to proactively identify and resolve operational issues. Conduct facility inspections and performance reviews to ensure service quality aligns with SLA requirements, contractor performance metrics, safety and client satisfaction goals. Develop operational playbooks and maintenance procedures that support Master Service Agreement compliance and continuous improvement initiatives.
Maintenance Planning & Scheduling
Oversee the non-emergency maintenance activities to ensure efficient utilization of resources. Coordinate with facility managers and the planner to assign individuals or groups as required to complete work effectively. Monitor weekly, monthly, and quarterly work schedules for team members and client representatives.
Change Management
Ability to assess organizational readiness for change, develop comprehensive change strategies aligned with business objectives, and create roadmaps that consider stakeholder impact, resource requirements, and timeline constraints. This includes understanding different change models and selecting appropriate methodologies for specific situations.
Digital System Management
Proficiency in navigating CMMS interfaces, creating and updating work orders, managing asset databases, and maintaining accurate inventory records. This includes understanding data hierarchy, asset classifications, and proper documentation practices within the system.
Training
Ability to deliver comprehensive onboarding experiences that integrate new hires into both technical systems and organizational culture. This involves creating milestone-based progression plans, establishing mentorship programs, and developing assessment checkpoints that ensure readiness for independent work.
Client Relations & Service Excellence
Develop and maintain positive client relationships through effective conflict resolution and solution analysis. Coordinate with client representatives to understand their needs and translate them into updated processes and procedures. Deliver genuine customer-focused service with continuous monitoring of quality procedures while addressing internal quality issues and customer complaints. Demonstrate success interfacing with client senior management, vendors, and stakeholders across all organizational levels.
Compliance & Regulatory Management
Ensure comprehensive contract compliance management, safety programs, and quality control standards are consistently adhered to across all operational areas. Oversee facility management for KPIs, MSA compliance, and vendor performance metrics to maintain service level agreements and contractual obligations.
Financial Management
Apply financial acumen to effectively manage operational budgets…