Senior Operations Manager

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 is the engine behind exceptional design delivery for our clients. We are seeking a highly skilled and experienced Senior Operations Manager to support our Design team within Project and Development Services (PDS). In this role, you will be instrumental in managing the day-to-day operations of our design studios-spanning Workplace, Retail, Branding, and Retail Architecture-optimizing studio efficiency, and driving strategic initiatives that strengthen design delivery, profitability, and client satisfaction.

You will partner closely with design leadership and cross-functional teams to align studio operations with JLL PDS standards, mitigate risk across vendor and project engagements, and build the processes that allow our designers and project teams to do their best work.

Job Description

Operational Leadership

* Oversee and optimize studio operations across the Design portfolio to ensure efficient, scalable delivery workflows.

* Implement operational strategies that enhance design team productivity, throughput, and client satisfaction.

* Provide effective leadership for the design operations team, ensuring alignment with JLL PDS goals and standards.

* Foster a culture of continuous improvement, creative collaboration, and teamwork across the design studios.

People Experience

* Contribute to learning and development programs that elevate the operational and commercial skills of design and project team members.

* Identify training needs across the studios and facilitate sessions in partnership with national and PDS teams.

* Stay current on design, workplace, and project delivery trends so teams are equipped with leading practices.

* Drive a culture of continuous learning, performance feedback, and career development within the local design teams.

Business Intelligence

* Use business intelligence tools and analytics to drive data-informed decisions on studio performance and project profitability.

* Report and measure key metrics-revenue, gross margin, billable hours, and resource billability-using dashboards and recurring reporting.

* Analyze project and vendor spend data (contract buyouts vs. actual spend and internal resource time) to identify trends and margin improvement opportunities.

* Collaborate with cross-functional teams to translate insights into actionable strategies and process improvements.

Risk & Safety

* Ensure compliance with JLL standards, MSA requirements, and legal team expectations across vendor and project engagements.

* Strengthen vendor engagement governance-assessing MSA and NDA/confidentiality compliance to protect the business.

* Promote risk awareness, incident reporting, and good-catch programs, including health and safety where applicable.

* Report the status of risk reviews and manage regular updates in partnership with national and PDS teams.

Process Optimization

* Identify process inefficiencies across studio operations and implement measures to optimize delivery and reduce cost leakage.

* Contribute to the documentation and implementation of best practices and standard operating procedures (SOPs) aligned to PDS standards.

* Collaborate with cross-functional teams to streamline design delivery workflows and improve operational effectiveness.

Technology Integration

* Identify opportunities to leverage technology for studio efficiency and effectiveness.

* Collaborate with relevant teams to evaluate, select, and implement technology solutions for design and project delivery.

* Drive adoption of technology tools and systems, ensuring proper training and support across the studios.

* Stay current on emerging technologies to identify…