Content Operations and Perfomance 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.   

What this job involves:

This position leads excellence in ticket management and content operations by combining strategic performance management, team leadership, training development, and operational execution to drive continuous improvement across global facilities management operations. You will monitor performance metrics and KPIs for ticket management and operations teams while regularly analyzing performance data to identify trends and areas for improvement, collaborating with resolver group leaders to set performance targets and create improvement plans. This role contributes to JLL's business objectives by leading the Content Operations team to continuously improve and execute the Content Operations Program, serving as escalation point for team challenges, driving process improvement initiatives to closure including improvement ideas for accuracy, exceptions, cycle time, and lead time, and effectively managing internal and external stakeholders while nurturing good relationships and collaborating with regional facility management teams to streamline and standardize workflows, tools, and best practices.

What your day-to-day will look like:

• Monitor performance metrics and KPIs for ticket management and operations teams while analyzing performance data to identify trends and improvement areas
• Generate regular reports on ticket management performance for senior management while utilizing dashboards and performing data analytics for insights
• Lead Content Operations team to continuously improve and execute Content Operations Program while serving as escalation point for team challenges
• Conduct periodic performance reviews and provide constructive feedback while undertaking monthly and annual performance reviews and managing leave
• Coach and mentor team members to ensure all-round development while continuously striving to upskill team from industry, domain, and soft skills perspective
• Collaborate with key client contacts and Support Operations teams to identify and implement process improvements while driving initiatives to closure
• Create and distribute daily, weekly, and monthly performance reports to relevant stakeholders while preparing business reviews highlighting key metrics and trends
• Maintain up-to-date organizational ongoing and project/program related tasks while owning and administering various key leadership meeting series.

Required Qualifications:

• Bachelor's degree in Business Administration, Facilities Management, or related field with equivalent work experience accepted
• Minimum 7+ years experience in facilities management or help desk operations with focus on global process standardization
• Minimum 3+ years leading teams with proven track record of team development and performance management
• Proven track record developing and implementing standardized processes across multiple regions with experience training and mentoring global teams
• Expert in client relationship management and stakeholder communication at all levels with proficiency in data analysis and performance metric development
• Deep understanding of facilities and help desk operations including ticketing systems and SLAs with strong problem-solving skills and history of driving process improvements
• Excellent organizational, planning, prioritization skills with attention to detail and excellent spoken and written communication skills for dealing with various seniority levels.

Preferred Qualifications:

• Experience in training and mentoring global teams with ability to create culture of collaboration across project leadership
• Understanding of ticket management systems, structures, and integrations ensuring business processes are effectively connected
• Dynamic and versed in Lean and Operational Excellence practices with ability to drive productivity of assigned team members
• Analytical competencies with ability to apply to different types of data while providing feedback on dashboard enhancements and improvements
• Ability to work independently with minimal supervision while making decisions and solving problems efficiently
• Experience maintaining individual and team production logs while delivering administrative tasks aimed at driving consistent service delivery
• Background in documenting and standardizing best practices with ability to gather feedback from team members and stakeholders for process enhancements.

Location: Onsite

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

Location:

On-site –Belen, CRI

Job Tags:

GREF

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!

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.

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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.