Operations Manager - Healthcare

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

The Operations Manager is the operational backbone of a project delivery team embedded with a single, long-term client. Partnering with the PDS account leader and account leadership, you will own the operating model that defines how the team and the client’s departments work together, run the program management, funding, and reporting disciplines that keep a large capital portfolio on track, and help grow the account by turning delivery performance into new scope and new opportunities.

You will translate strategy into repeatable systems — playbooks, forums, KPIs, dashboards, and operational assets — and make sure issues are surfaced early, owned clearly, and resolved at the right level. You are a connector and a builder, equally comfortable in a data model, a vendor review, and an executive presentation, who earns trust across the project delivery team, client, and vendors through clarity, follow-through, and sound judgment.

What your day-to-day will look like

Capital Funding Request Processes

Manage the monthly funding request process: set submittal deadlines, maintain the funding request tracker, and move each request from draft through review, submission, and approval

Route requests to the correct approval committee based on project cost and type, and confirm required documentation is complete before submission

Keep post-approval handoffs (minutes, approval memos, project setup) on schedule, and report on cycle times, budget and capital plan alignment, and bottlenecks

Operating Models & Playbooks

Own and continuously improve the operating model between the project delivery team and the client’s departments, including phase-based engagement, roles, decision rights, forums and cadences, escalation paths, and systems of record

Develop and maintain playbooks, templates, and standard work for the design and construction phases so teams deliver consistently

Identify gaps in governance, intake, and funding processes, propose solutions, and lead adoption with periodic reviews against agreed measures

KPI Tracking & BI Reporting

Track program, project, and resource KPIs, including safety, scope, schedule, budget, and quality, against the client’s governing standards

Partner with data analysts and IT to build and maintain Power BI (or similar) dashboards with governed source data, a single as-of date, documented formulas, and data quality rules

Reconcile data across project management, financial, scheduling, and other systems to produce monthly reporting packets, exception lists, and trend analyses with recommended actions

Vendor Management

Manage vendor and consultant performance (design, construction, specialty, and technology partners), including onboarding, scope and contract compliance, and capacity and delivery risk

Own the vendor KPI scorecard and feedback sessions across financial, schedule, safety, and quality; define target and preferred thresholds, confirm the system of record for each measure, and consolidate the data into a consistent, trusted scorecard

Lead performance reviews, drive corrective action plans, and use results to inform vendor selection, buyout, and future awards, holding vendors to consistent communication standards and routing client requests through proper channels

Department Initiatives

Lead department initiatives from charter to completion, such as process improvement, technology and reporting adoption, lessons learned, and governance enhancements

Define plans, owners, milestones, and success measures, and report progress to project delivery team and client leadership

Training & Development

Coordinate the department’s training and development program, including onboarding for new team members

Support onboarding and development of team members on account standards, tools, and ways of working

Maintain onboarding guides and training materials, schedule role-based sessions, and gather feedback to keep the program current

Program Management

Align projects with portfolio and organizational goals, maintaining a program-level view of scope, schedule, budget, cash flow, and risk across design and construction

Maintain risk management plans, escalation protocols, and change management processes, ensuring every issue has a named owner and due date

Coordinate program cadences (intake, portfolio reviews, lookaheads, monthly report-outs) and build feedback loops that improve outcomes on future work

Cross-Department Collaboration

Build strong working relationships with JLL account resources and client departments, such as capital planning, finance, facilities, technology, clinical operations, healthcare technology, and real estate

Maintain a “no surprises” culture by improving department communication protocols that keep counterparts informed, close the loop on resolved issues, and route feedback to those who can act on it

Facilitate coordination forums that produce decisions, owners, and dates; verify facts before escalating; and bring options and a recommendation with every escalation

Content & Collateral

Build executive-quality presentations, program reports, quarterly business reviews, and proposal materials that tell a clear story with data, and present confidently to client and leadership audiences

Create and maintain a library of reusable templates, case studies, credentials, and account collateral

Manage the department intranet (SharePoint site), keeping content up to date and easy to find

New Business Pursuits & Account Growth

Partner with the account leader to identify, qualify, and pursue growth opportunities, including scope expansions, new programs, and cross-selling of additional JLL capabilities

Lead or support proposals, RFP/RFQ responses, scopes of work, fee and staffing models, and client interviews

Track the account pipeline and account health indicators, and capture client feedback and lessons learned to strengthen satisfaction and renewals

Required qualifications

Bachelor’s degree in business administration, construction management, engineering, architecture, real estate, or a related field

Minimum 7 years of operations, program management, or PMO experience in construction, real estate, or capital program delivery

Demonstrated experience building or managing operating models, governance frameworks, or playbooks

Strong analytical skills, including advanced Excel and hands-on experience defining KPIs and building or consuming BI dashboards (Power BI, Tableau, or similar)

Working knowledge of capital project finance: budgets, authorizations, commitments, forecasts, change orders, and cash flow

Experience managing vendors, consultants, or contractors, including contract oversight and KPI scorecards

Excellent written, verbal, and presentation skills, with the ability to communicate effectively at all organizational levels

Proven ability to influence without direct authority in complex, matrixed organizations

Sound judgment, discretion, and the ability to maintain confidentiality of sensitive information

Preferred qualifications

Advanced degree in business administration, operations management, or a related field

Professional certification such as PMP, PgMP, CCM, or Lean Six Sigma

Owner’s representative experience, ideally supporting healthcare or other complex, highly regulated clients

Experience with proj