Performance Manager

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.

What this job involves

As a Performance Manager at JLL, you'll serve as the performance engine behind one of our most strategic accounts — translating complex client business objectives into actionable intelligence and measurable outcomes. This is a leadership role that sits at the intersection of data, operations, and client relationship management, where your work directly shapes the commercial success of the account and strengthens our long-term partnership with the client. You'll own the entire performance management strategy, from establishing contractual KPI frameworks and SLA governance to designing business intelligence solutions that surface insights to senior stakeholders. At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees — and in this role, you'll champion continuous improvement initiatives, lead a globally dispersed team toward consistently exceeding targets, and act as a trusted advisor to both client and JLL leadership. What sets JLL apart is our culture of collaboration, locally and across the globe, and you'll leverage that network to import best practices, drive innovation, and build a high-performing culture grounded in data discipline and strategic thinking.

What your day-to-day will look like

• Own and maintain a comprehensive understanding of all contractual KPIs, SLA obligations, and client reporting requirements across the account
• Design and execute the account's Performance Management strategy, translating client objectives into integrated KPI frameworks that span all service lines
• Serve as Program Manager for performance-related initiatives, ensuring structured governance, clear ownership, and timely delivery of improvement programs
• Develop and maintain the Business Intelligence strategy for the account — defining data capture standards, structuring insights, and surfacing actionable intelligence to client and leadership teams
• Build and manage executive-level dashboards, scorecards, and reporting cadences (weekly, monthly, quarterly) that communicate results, trends, and recommended actions with clarity
• Proactively identify savings opportunities, performance gaps, and process improvements; lead post-incident reviews and structured improvement cycles when targets are missed
• Present performance analyses and improvement roadmaps to senior client stakeholders with confidence, serving as a strategic partner and single point of accountability for performance escalations
• Partner closely with account service line leads and operations managers to align teams to performance objectives and coach team members in data analysis and continuous improvement methodologies
• Champion adoption of emerging tools, AI-assisted analytics, and methodologies like Six Sigma and Lean to accelerate outcomes and drive innovation across the account

Required qualifications

• Bachelor's degree in Business, Finance, Engineering, Information Systems, or related field
• Minimum 7 years of experience in performance management, business intelligence, operations excellence, or closely related field
• Demonstrated experience managing performance frameworks for large, complex, multi-service-line accounts or programs
• Proficiency in data analysis tools such as Excel, Power BI, Tableau, or equivalent platforms, with ability to build executive-ready dashboards independently
• Strong understanding of KPI framework design and SLA governance structures
• Proven ability to build credible relationships with senior client stakeholders and present complex data to executive audiences
• Experience working in global or multi-region operating environments
• Exceptional strategic thinking, problem-solving, and influencing skills with ability to drive results without direct authority

Preferred qualifications

• Master's degree or MBA
• Six Sigma Green Belt (or higher) certification; Lean, PMP, or equivalent process improvement certifications
• Experience launching a new account or program from baseline establishment through maturity
• Exposure to facilities management, real estate services, or professional services environments
• Working knowledge of CAFM/CMMS systems or enterprise service management platforms
• Comfort with AI-assisted analytics and emerging productivity tools (e.g., Microsoft Copilot, Claude, or similar)
• Prior experience coaching and developing team members in data analysis and continuous improvement capabilities

Location

On-site –Belen, CRI

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.