Charlotte, NC
Full-time
Mid level
22 hours ago
Verified apply link — checked 3 hours ago
Salary undisclosed
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. Operations – Category Manager Overview: The Category Manager leads a team responsible for the ongoing operational oversight of key facilities service categories, including Janitorial, Landscaping, Pest Control, soft assets, etc. This is an operations-focused role. The Category Manager and their team monitor day-to-day service delivery, performance and compliance within these categories, manage escalations, track KPIs, and lead projects that improve service quality and operational efficiency. The Category Manager works closely with site teams, Facility Managers, the Operational Lead, Operation Project Manager and Senior Leadership to ensure assigned categories perform consistently against service level expectations. The role requires a hands-on, process-driven leader who can identify gaps in current operations and build new processes to close them. Summary of Duties/Essential Functions: Category Oversight Monitor the day-to-day operational performance of assigned categories. Serve as the subject matter expert for each assigned category, understanding service scope, standards and vendor obligations. Track service delivery across all sites within the portfolio, ensuring consistency with contracted scope and operational expectations. Partner with site-level Facility Managers to identify category-specific issues and drive resolution. This Program Manager role is a position that requires a strategic mindset, strong leadership skills, and the ability to manage complex, interrelated projects while driving organizational change and improvement. Escalation Management Own the escalation process for all assigned categories, serving as the primary point of contact for unresolved service issues. Triage incoming escalations, determine root cause, and coordinate with vendors, site teams or leadership to drive timely resolution. Track escalation trends to identify recurring issues and systemic gaps. Maintain clear documentation of escalations, resolutions and lessons learned. KPI & Performance Management Define and maintain KPIs for each category, covering service quality, responsiveness, compliance and cost efficiency. Build and maintain dashboards and reports to track category performance against KPIs. Conduct regular performance reviews with vendors and internal stakeholders, using KPI data to drive accountability. Report category performance trends to Senior Leadership on a regular cadence. Project Management Manage projects tied to assigned categories, including service transitions, remediation initiatives, vendor onboarding and site-level rollouts. Define project scope, timeline and success metrics, and manage execution from initiation through close-out. Coordinate cross-functional resources needed to deliver category-related projects on time and within budget. Communicate project status, risks and outcomes to stakeholders throughout the project lifecycle. Process Improvement Identify gaps and inefficiencies in current category operations. Design and implement new processes, procedures and tools to improve service consistency, escalation handling and KPI tracking. Standardize best practices across sites and ensure consistent adoption. Continuously evaluate the effectiveness of new processes and refine as needed. Qualifications Ability to effectively communicate with senior-level stakeholders, site teams and vendors, including conflict resolution and negotiation. Strong analytical and
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