Senior Director, Programs

Role Overview The Senior Director, Account Strategy & Operations serves as the senior leadership partner to the Account Director, helping drive account strategy, operational excellence, portfolio performance, and client satisfaction across a complex corporate real estate portfolio. This role provides leadership across key portfolio service functions, including Transaction Management, Occupancy Planning, Lease Administration, and Technology/Business Intelligence, while driving business operations, governance, transformation initiatives, talent development, and executive stakeholder engagement. Key Responsibilities Account Leadership & Strategy Act as a strategic delegate for the Account Director, representing account leadership in executive discussions, governance forums, and key decision-making activities. Drive execution of account priorities by aligning portfolio, operational, financial, and people strategiesChampion initiatives that create mutual benefit for clients and the organization, focusing on long-term value creation rather than short-term winsPartner with account leadership to uncover opportunities that expand value, enhance client outcomes, and grow the account through innovation, continuous improvement, and strategic initiatives. Portfolio Services Leadership Provide strategic leadership across portfolio service functions, aligning resources, priorities, and service-line objectives to support client business goals and portfolio strategies. Drive integration across service lines to deliver a seamless client experience. Leverage data, analytics, and technology solutions to improve portfolio performance and support decision-making. Champion continuous improvement, innovation, and operational excellence. Client Relationship Management Serve as a trusted advisor to senior client stakeholders, influencing strategic decisions and advancing business objectives. Lead executive-level business reviews, governance meetings, and strategic planning sessions building deep, trust-based relationships. Proactively manage client expectations regarding service delivery, portfolio performance, and ongoing transformation initiatives. Translate complex operational, financial, and technical portfolio data into clear, business cases and strategic narratives for client executives. Business Operations & Governance Lead account governance, performance management, and business reviews to drive accountability, informed decision-making, and achievement of client and business objectives. Define, measure, and lead transformation initiatives that advance operational maturity, process optimization, change management, and service delivery excellence across the account. Manage portfolio planning and financial performance by overseeing business line reviews, forecasting, budgeting, contractual compliance, and strategic recommendations that drive value creation and long-term account success. Talent & Team Leadership Build and lead a high-performing leadership team through talent development, performance management, succession planning, and organizational design. Foster an environment where team members are encouraged to challenge the status quo, provide feedback, and experiment with new approaches to improve results. Experience & Qualifications 12+ years of leadership experience driving operational and financial performance across large-scale client accounts, business units, or complex service organizations. Strategic Vision: Ability to develop, recommend, and implement complex strategies that align workplace, facilities, and operational objectives with broader business goals. Financial Acumen: Strong expertise in financial oversight, budget management, forecasting, cost-benefit analysis, and driving operational efficiency and value creation across multiple business lines. Complex Problem Solving: Demonstrated ability to assess and resolve complex operational, organizational, and strategic challenges arising from evolving business needs, stakeholder priorities, and market conditions. Executive Stakeholder Leadership: Build executive relationships, influence key decisions, resolve escalations, and drive alignment across client and JLL leadership. Organizational Leadership: Lead cross-functional teams, establish accountability, and drive execution of strategic and operational priorities in a matrixed environment.