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.

What this job involves:

As an Operations Manager at JLL, you'll lead a dynamic team of approximately 40 professionals across multiple service areas, driving operational excellence and fostering a culture where everyone is empowered to thrive. In this strategic role, you'll oversee day-to-day operations while shaping the future of service delivery through innovation and continuous improvement. You'll be the architect of our operational framework—designing quality systems, developing comprehensive training programs, and maintaining the knowledge infrastructure that enables our teams to deliver exceptional results. Working closely with the Operations Program Lead, you'll serve as an operational expert and trusted advisor to clients, translating complex processes into actionable solutions while identifying opportunities for service expansion and efficiency gains. At JLL, we are collectively shaping a brighter way for our clients, ourselves and our fellow employees, and this role sits at the heart of that mission. You'll balance strategic thinking with hands-on execution, mentoring Team Leaders while building the systems and documentation that drive consistency and excellence across our global operations. What sets JLL apart is our culture of collaboration, locally and across the globe, and you'll champion this spirit as you strengthen cross-functional partnerships and advance your career alongside a talented, diverse team.

What your day-to-day will look like:

• Lead and mentor Team Leaders and Managers, providing strategic direction while fostering a high-performance culture centered on collaboration and continuous improvement

• Design and oversee comprehensive quality frameworks including QA/QC rubrics, evaluation criteria, and monitoring processes, analyzing trends to identify root causes and develop targeted coaching strategies

• Develop and maintain the operational knowledge base using AI-powered tools, creating polished SOPs, process documentation, quick reference guides, and decision trees that serve as the single source of truth

• Own end-to-end learning and development for the employee population, designing onboarding programs, role-specific training modules, competency frameworks, and ongoing skill enhancement initiatives

• Monitor key performance indicators and implement strategies to improve operational efficiency, preparing regular reports and analytics that identify trends, opportunities, and potential risks

• Serve as an operational point of contact for clients alongside the Operations Program Lead, responding to inquiries about work order processing, procedures, and capabilities while participating in focused client meetings

• Identify and champion innovation opportunities including service expansion ideas, efficiency improvements, and technology implementations, translating operational insights into client-ready value propositions

• Ensure compliance with quality standards, contractual obligations, and company policies across all service areas, implementing and maintaining quality control processes

• Develop and implement standard operating procedures and best practices that enhance service delivery, leveraging process mapping and continuous improvement methodologies

Required qualifications:

• Bachelor's degree in Engineering, Business Administration, Management, or related field (Engineering degree preferred)

• 8+ years of progressive management experience with at least 3 years in a senior leadership role leading other Team Leaders or Managers

• Proven track record managing diverse teams across multiple service areas with demonstrated operational excellence

• Strong understanding of operational processes, quality management systems, and service delivery best practices

• Excellent leadership, communication, and interpersonal skills with ability to influence and guide teams effectively

• Experience designing and implementing training programs with understanding of adult learning principles and competency-based development

• Exceptional written communication skills and advanced proficiency leveraging AI tools (Claude, JLLGPT, Microsoft Copilot) to create clear, professional operational documentation

• Advanced user of work order management systems, highly proficient in Microsoft Office Suite, SharePoint, and collaboration platforms

• Fluent English required

Preferred qualifications:

• Portuguese language proficiency

• Experience with quality management frameworks, root cause analysis, and quality improvement initiatives in contact center or operations environments

• Background in process mapping, standard work creation, and continuous improvement methodologies

• Demonstrated innovation mindset with ability to identify service expansion opportunities and translate operational insights into business value propositions

• Strong financial acumen and budget management experience

• Experience with client relationship management and business development at the operational level

• Proven ability to build credibility through expertise and mentor high-potential staff members across cultures and time zones

Location:

On-site –Belen, CRI

If this job description resonates with you, we encourage you to apply even if you don’t meet all of 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), 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.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

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

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.

Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.