Director, Performance Management

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.   

*Please note, this is a hybrid position, working 2-3 days on-site in one of the listed locations.

Director, Performance Management
Account Governance & Enablement

The Director, Performance Management drives JLL's account performance management strategy, leading the team to exceed performance goals through strategic KPI oversight, outcome metrics, and productivity optimization. This role is integral to account service delivery and client relationships, serving as a critical driver of JLL account team success.

Client Relationship: Strategic Partnership & Communication

• Executive Presence: Act as the primary point person for client leadership and anticipating their needs/ staying ahead of deliverables.

• Value Storytelling: Lead the preparation and delivery of Monthly (MBR) and Quarterly Business Reviews (QBR), moving beyond "green" KPIs to demonstrate the broader economic and functional value JLL brings to the account.

• Expectation Management: Proactively manage client expectations regarding service delivery changes, ensuring that any performance risks are communicated with a clear "path to green" and mitigation strategy already in place.

• Voice of the Client: Serve as the internal advocate for client priorities, ensuring the JLL delivery teams understand and pivot toward the client’s evolving definition of success.

Performance Architecture & KPI Oversight

• Own the comprehensive performance matrix, ensuring every KPI is clearly defined, accurately measured, and consistently achieved across the portfolio - in partnership with our Service Line leadership.

• Develop and manage sophisticated outcome metrics that extend beyond contractual KPIs to demonstrate JLL's measurable impact on client business objectives

• Execute "Speed to Green" strategies by proactively identifying underperforming metrics and leading root cause analysis to resolve issues before they affect client relationships

Data-Driven Decision Support

• Lead development and governance of risk register, transforming complex operational data into executive-level narratives and actionable insights

• Transition the account from reactive reporting to predictive analysis, identifying performance trends that enable leadership to make informed, proactive decisions

Systems & Framework Integrity

• Maintain the Momentum platform with continuously updated performance data, milestones, and account health indicators

• Oversee integration between Corrigo (CMMS) data and reporting dashboards to establish a single source of truth for all performance metrics

Operational Compliance & Governance

• Manage the Contract Change Request (CCR) process as it relates to performance, ensuring scope changes are accurately reflected in KPI targets

• Maintain a performance-focused Risk Register, proactively flagging at-risk metrics and documenting mitigation strategies

• Monitor annual Account Plan progress, ensuring all performance-related milestones are achieved on schedule

Experience:

• 5+ years in Performance Management or Business Operations within high-stakes business environments
• Analytical Expertise: Expert-level ability to synthesize disparate data sets into cohesive performance strategies
• Technical Proficiency: Advanced expertise in Momentum (CRM), Corrigo (CMMS), data visualization tools and familiarity with Google Apps Script
• Preferred Certifications: Six Sigma Green or Black Belt to support outcome metrics methodology

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

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:

Job Tags:

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

• Early access to earned wages through Daily Pay

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), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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For additional details please see our career site pages for each country.

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 [email protected]. 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.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

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.

California Residents only

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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.