[Hiring] Operations – Category Manager @JLL

Role Description

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.
• 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 critical thinking skills, including root cause analysis, trend identification and translating data into actionable process improvements.
• Outstanding organizational and time management skills, with the ability to prioritize across competing demands.
• Demonstrated ability to define, track and report on KPIs.
• Strong project management skills, with the ability to manage multiple projects simultaneously across different categories and sites.
• Experience leading or managing a team is preferred.
• Ability to work well in a demanding and fast-paced environment.
• Corporate Real Estate, Facility Management, Engineering experience preferred.
• Proficiency in Excel and MS Office; experience with dashboard or reporting tools required.
• Minimum of 5–7 years' experience in commercial real estate required.

Requirements

• This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.
• Expected compensation for this position: 100,000.00 – 130,000.00 USD per year.
• Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.
• Location: Remote – Charlotte, NC.

Benefits

• 401(k) plan with matching company contributions.
• Comprehensive Medical, Dental & Vision Care.
• Paid parental leave at 100% of salary.
• Paid Time Off and Company Holidays.
• Early access to earned wages through Daily Pay.