Senior Operations Manager

Job Description

Operational Leadership
Oversee and optimize studio operations across the Design portfolio to ensure efficient, scalable delivery workflows. Implement operational strategies that enhance design team productivity, throughput, and client satisfaction. Provide effective leadership for the design operations team, ensuring alignment with JLL PDS goals and standards. Foster a culture of continuous improvement, creative collaboration, and teamwork across the design studios.

People Experience
Contribute to learning and development programs that elevate the operational and commercial skills of design and project team members. Identify training needs across the studios and facilitate sessions in partnership with national and PDS teams. Stay current on design, workplace, and project delivery trends so teams are equipped with leading practices. Drive a culture of continuous learning, performance feedback, and career development within the local design teams.

Business Intelligence
Use business intelligence tools and analytics to drive data-informed decisions on studio performance and project profitability. Report and measure key metrics—revenue, gross margin, billable hours, and resource billability—using dashboards and recurring reporting. Analyze project and vendor spend data (contract buyouts vs. actual spend and internal resource time) to identify trends and margin improvement opportunities. Collaborate with cross-functional teams to translate insights into actionable strategies and process improvements.

Risk & Safety
Ensure compliance with JLL standards, MSA requirements, and legal team expectations across vendor and project engagements. Strengthen vendor engagement governance—assessing MSA and NDA/confidentiality compliance to protect the business. Promote risk awareness, incident reporting, and good-catch programs, including health and safety where applicable. Report the status of risk reviews and manage regular updates in partnership with national and PDS teams.

Process Optimization
Identify process inefficiencies across studio operations and implement measures to optimize delivery and reduce cost leakage. Contribute to the documentation and implementation of best practices and standard operating procedures (SOPs) aligned to PDS standards. Collaborate with cross-functional teams to streamline design delivery workflows and improve operational effectiveness.

Technology Integration
Identify opportunities to leverage technology for studio efficiency and effectiveness. Collaborate with relevant teams to evaluate, select, and implement technology solutions for design and project delivery. Drive adoption of technology tools and systems, ensuring proper training and support across the studios. Stay current on emerging technologies to identify opportunities for innovation and automation within design operations.

Qualifications

• Bachelor’s degree in architecture, interior design, construction management, business administration, operations management, or a related field.
• MBA preferred.
• Minimum of 8 years of experience in operations management, preferably within design, architecture, or project and development services.
• Strong leadership skills with the ability to manage and motivate a multidisciplinary design operations team.
• Proven track record in driving process improvements, operational efficiency, and profitability optimization.
• Excellent analytical and problem-solving skills, with comfort working across project, vendor, and resourcing data.
• Exceptional communication and interpersonal skills, with the ability to partner with design leadership and creative teams.
• Solid financial acumen, including budgeting, forecasting, margin analysis, and cost control.
• Familiarity with design project lifecycles, creative resourcing, and vendor/contract governance.
• Experience in learning and development, business intelligence, risk management, process optimization, and technology integration.
• Strong organizational skills and the ability to manage multiple priorities and deadlines across studios.