JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies 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.   

Global Facilities Call Center Manager - Lead a mission-critical 24/7 global operations center that ensures zero downtime for 60 international facilities across our client's premier portfolio. This high-impact leadership role combines the fast-paced, always-on environment of call center operations with deep facilities management expertise. You'll command a multi-region team of specialists who monitor, respond to, and resolve critical building system issues in real-time, ensuring business continuity across corporate environments and mission-critical facilities.

Location: Malvern, PA, Charlotte, NC, or Scottsdale, AZ
Schedule: Monday-Friday, day shift with 24/7 on-call flexibility as needed
Compensation: $140,000-$190,000 + 20% target bonus

This role demands the operational excellence and urgency of call center management combined with technical expertise in HVAC systems, Building Automation Systems (BAS), and facilities operations. You'll thrive in high-pressure situations where every second counts and downtime is not an option.

Here's Some of Your Day:

Command Center Operations

Manage two team leads responsible for the day-to-day oversight of Global Support Center (GSC) specialistsOversee 24/7 staffing and operations, ensuring continuous monitoring of critical building systemsLead real-time response to critical system alarms requiring immediate decision-making and escalationDirect specialists who leverage GSC tools and resources for proactive and predictive asset managementPosition the operation as the primary liaison to client stakeholders for facilities-related activities and incident escalationCoordinate with client and peer service provider management to establish operational policies and procedures

Program Development & Strategic Leadership

Lead the development of the command center program from concept to full implementationEstablish performance criteria and operational standards in collaboration with client managementDevelop comprehensive reporting and metrics evaluating critical systems, critical loads, and HVAC performanceAssess operational gaps and drive process improvements, focusing on root cause analysis and optimization opportunitiesCreate analytical frameworks to enhance predictive capabilities across the account team

Team Leadership & Training Excellence

Develop, maintain, and execute robust training programs for command center tooling and incident managementImplement comprehensive Building Automation System operation training for all team membersConduct ad hoc training exercises to test team readiness and event response capabilitiesProvide coaching and support to agents handling challenging customer service issuesDevelop analytical competencies across all account team membersUpdate training materials for new policies, procedures, and system implementations

Quality Control & Performance Management

Monitor team performance using customer service metrics and performance evaluation toolsDetermine call center operational strategies by evaluating team results against established objectivesMaintain and improve operations by monitoring system performance and resolving operational problemsImplement process improvements based on performance data and customer feedbackEnsure customer service focus is maintained across all team interactionsCoordinate reporting requirements with internal and external customers to meet business objectives

Safety & Compliance

Record system readings and make necessary adjustments to ensure proper equipment operationEnsure compliance with departmental policies for safe storage, usage, and disposal of hazardous materialsMaintain clean and safe workplace standards across all command center operationsOversee safety protocols during emergency response situations

Here's Who We Are Looking For:

Required:

5+ years managing call centers or 24/7 operations centers with no-downtime requirements, and direct team leadership responsibilitiesProven experience in high-stress, time-sensitive operational environments with rapid response protocolsStrong technical knowledge of HVAC systems, controls, and troubleshootingHands-on experience with Building Automation Systems (BAS) and building management softwareExperience developing operational strategies and performance metrics for call center environmentsTrack record of managing teams through critical incidents and emergenciesDemonstrated ability to assess gaps, implement process improvements, and drive root cause analysisExperience developing and executing comprehensive training programsProficiency with Microsoft Office and various building management platformsStrong customer service orientation with the ability to manage challenging escalations

Preferred:

Bachelor's degree in Engineering, Business, Technology, or related field from an accredited institutionExperience managing global or multi-site operations centersBackground in mission-critical environments (data centers, hospitals, manufacturing, etc.)Certification in HVAC systems, energy management, or facilities operations

Location:

On-site –Charlotte, NC, Malvern, PA, Scottsdale, AZ

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

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a fully copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at accomodationrequest@am.jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

Accepting applications on an ongoing basis until candidate identified.