Sr. Director, Operations

About the role

The Sr Director, Operations serves as a business partner and leader to the local Leasing Advisory business in JLL’s Philadelphia and Heartland region. The position partners closely with the local Broker Lead, with specific oversight for Brokerage operations. This role drives the development and execution of annual business plans and is the main contact for Finance, Human Resources, Research, Marketing, and Technology, enabling programs that improve productivity and expand capacity at all levels in the market. The role provides unique exposure to all aspects of the business in a fast-paced environment and reports to the Head of Operations, Central Region.

Responsibilities

• Serves as strategic partner to local broker lead(s) and key operating partner to all corporate functions and platform partners.
• Oversees local operations teams, sales coordinators, analysts, and transaction managers.
• Drives operational excellence through clear policies, procedures, and processes.
• Plans and executes market strategy planning sessions to establish annual business priorities.
• Drives accountability and execution of business line strategies.

Budgeting & Planning

• Provides input on budget with process improvement recommendations.
• Oversees expense management and monitors T&E policy adherence.
• Proactively tracks key performance indicators and ensures metrics are met or exceeded.
• Partners with Finance on quarterly financial and operating reviews.

People Management

• Develops and motivates high-performing operations teams.
• Manages day-to-day activities for local operations managers and oversees sales coordinators, analysts, and transaction managers.
• Leads talent management, including performance reviews, conflict resolution, and development.
• Manages annual compensation planning for the market.
• Evaluates support team structure strategically and makes recommendations.
• Partners with broker leads on recruitment.
• Works with Regional Leads and Legal on broker separations.
• Works with HR and operations managers for hiring and onboarding.

Business Line Management Support

• Coordinates business line/producer team meetings.
• Assists with in-bound business tracking.
• Provides data analysis for production tracking and pursuits.
• Coordinates real estate licensing, training, and compliance.

Culture & Client Events

• Executes culture and client events in the local market.
• Partners with committee leads and function groups for fluid coordination.
• Collaborates with marketing to drive clear communication strategy within the market.
• Serves as liaison for local BRGs.

Requirements

• 10+ years prior management experience and prior business operations experience (commercial real estate industry a plus).
• Strong background and work experience in Finance, P&L/budget oversight.
• Demonstrated leadership ability with a collaborative management style.
• Critical thinker with high emotional intelligence and strong conflict management ability.
• Strong business acumen to understand and provide context for decisions; able to influence and challenge decisions as appropriate; understanding of P&L.
• Proven experience developing high-performance teams; high employee engagement and effective delegator.
• Excellent project management ability; solution-oriented, organized, and resourceful.
• Demonstrated commitment to high professional ethical standards.
• Comfortable working in a fast-paced sales environment.
• Travel required (approximately 10-25%).

Preferred Qualifications

• Bachelor’s degree in Business Administration, Finance, or related/equivalent field.