Regional Operations Director

Regional Operations Director - AT&T Account HQ

Job Description Summary

The Regional Operations Director is a senior strategic leadership role with primary accountability for regional client relationships and operational excellence across JLL's AT&T Account Headquarters US Sites portfolio. This position demands expertise in Workplace Experience strategy, Business Acumen for financial performance, and comprehensive Facilities Management (both self-performed and third-party vendor oversight) to deliver exceptional results per the JLL Master Service Agreement. We seek a proven leader with demonstrated success managing complex, integrated service delivery models in Class-A executive environments, with strength in creating workplace experiences that drive employee engagement and business outcomes.

Core Competency Requirements:

Workplace Experience Leadership

• Design and implement workplace strategies that enhance employee satisfaction, productivity, and engagement across diverse corporate environments
• Partner with C-Suite executives to align workplace experience initiatives with broader business objectives and culture transformation
• Lead experience measurement programs including employee feedback systems, space utilization analytics, and satisfaction metrics
• Drive innovation in workplace services including concierge programs, amenity management, and employee convenience services
• Collaborate with HR and Real Estate teams to support talent attraction, retention, and hybrid work model effectiveness
  
  

Business Acumen & Financial Management

• Demonstrate strong P&L accountability with proven track record of budget management, variance analysis, and cost optimization
• Develop and present business cases for workplace investments, demonstrating ROI and business impact
• Lead contract negotiations and vendor performance management to achieve optimal cost-quality balance
• Provide strategic financial insights to clients regarding portfolio optimization, space efficiency, and operational cost management
• Navigate complex procurement processes and governance structures in large enterprise environments
• Review regional performance metrics (KPIs) and compare against account-wide metrics using analytics or other tools provided by the client and JLL to ensure that the portfolio is being managed within goal parameters.
• Ensure the JLL resources are available 24/7/365 in support of the customer’s business operations.
  
  

Facilities Management Excellence (Self-Performance & Third-Party)

• Self-Performed Services: Direct leadership of JLL Operations Managers, Engineers, and Territory Managers across integrated service delivery model
• Third-Party Management: Comprehensive vendor oversight including performance monitoring, SLA compliance, and quality assurance across all facility services
• Technical Expertise: Advanced understanding of building systems, preventive maintenance programs, and critical infrastructure management
• Risk Management: Proactive identification and mitigation of operational risks, emergency response planning, and business continuity assurance
  
  

Operational Scope:

• Geographic Coverage: Multi-state portfolio primarily across Texas and Georgia
• Team Leadership: Six (6) JLL Territory Managers with supporting Operations Managers and Engineering staff
• Service Integration: Static engineers at large locations, dedicated mobile engineering resources, and comprehensive vendor ecosystem
• Facility Types: Class-A executive buildings requiring premium service standards and executive-level customer service
  
  

Key Performance Expectations:

• Client Relationship: Establish and maintain Trusted Advisor status with C-Suite stakeholders
• Employee Satisfaction: Drive measurable improvements in workplace experience metrics and employee engagement scores
• Financial Performance: Achieve budget targets while delivering service excellence and identifying cost optimization opportunities
• Operational Excellence: Maintain industry-leading SLA performance across all service categories
• Team Development: Foster high employee satisfaction, engagement, and professional growth within JLL teams
  
  

Skills/Qualifications:

• 15 years’ experience in facility and operations leadership is required with responsibility for leading high-performing teams in a service environment.
• Bachelor’s degree in Facility Management, Business Administration, Finance, Project Management, Engineering or similar field or experience with advanced knowledge of Workplace Experiences, Facilities Management industry best practices and tactical application.
• Proven senior leadership experience in integrated facilities management or corporate real estate
• Demonstrated success in workplace experience strategy and implementation
• Strong financial acumen with P&L management experience in service delivery environments
• History of managing complex vendor ecosystems and third-party service providers
• Executive-level communication and relationship management capabilities
• Track record of leading high-performing, diverse teams in fast-paced environments
• Strong team developer that motivates, develops, and challenges in a growth mindset and culture to operational excellence delivering strategic operating plans through leading practices and rigorous performance standards.
• Proven time management and delegation skills with the ability to manage multiple priorities and deliver results in a fast-paced, heavily matrixed environment.
• A credible, impactful communicator and operates with a “no surprise” approach. Prepares succinct and impactful communication updates for Senior Executives detailing visible activity within the Region.
• Must be technically proficient in basic computer applications, CMMS (Corrigo experience is preferred), Microsoft Office, PowerPoint, Visio and Microsoft Teams software.
• For internal candidates, they must have top performance evaluations in leadership roles over the past three years.
  
  

This role offers the opportunity to shape the future of workplace experience while driving operational excellence and business results in a dynamic, client-focused environment.