Purpose

Leads cross-regional teams across multiple concurrent workstreams, managing complex operational projects end-to-end — from pre-sales solutioning through stabilization — while serving as the primary escalation point for all client-facing transition issues.

Key Responsibilities

Client Transition Execution

• Orchestrates seamless transitions for regional and global clients by leading cross-regional teams and coordinating complex operational projects across multiple workstreams simultaneously

• Ensures successful Day 1 implementations through strategic project management, risk mitigation, and change management expertise

• Navigates JLL's global organization to optimize client experiences — connecting all workstreams under a unified transition governance model

• Serves as the escalation point along with WPM Divisional lead for client-facing transition issues, risks, and decisions

• Oversee the full transition lifecycle from pursuit handoff through stabilization and BAU governance

• Ensure scope alignment between what is sold and what is delivered, partnering with Solution Architects and Senior Implementation Leads to close gaps before mobilization

Cross-Regional Team Leadership

• Oversee Implementation Team across AMER, EMEA, and APAC on active transitions

• Conducts regular governance touchpoints with client-facing teams to monitor progress, surface risks, and drive accountability

• Partners with regional leads (NAM, EMEA, APAC, LATAM) to ensure consistent application of global transition standards while accommodating regional nuances

• Represents COET in executive steering committees, client governance forums, and cross-functional leadership reviews

Active Account Portfolio Management

• Manages a portfolio of concurrent transitions across multiple geographies, service lines, and complexity tiers

• Applies tiered engagement model

• Partners with WPM Divisional Leads to ensure continuity of the account relationship across the transition lifecycle

• Coordinates COET AMER Resourcing & Pipeline reviews, including resource allocation, onboarding, and capacity planning

Risk & Issue Management

• Escalates issues to senior leadership with clear options and recommendations

• Manages confidentiality protocols and NDA compliance for sensitive engagements

Stakeholder & Client Relationship Management

• Builds and maintains trusted advisor relationships with client stakeholders throughout the transition lifecycle

• Partners with WPM Divisional Leads and Success Leads to ensure client satisfaction, manage expectations, and protect renewal

Leads JLL's most strategic internal transformation initiative: the full integration of WPM and COET into a single, unified operating model. Serves as COET's permanent change management capability — ensuring that future organizational changes, process transformations, and platform transitions are managed with rigor, empathy, and measurable outcomes.

WPM/COET Integration Program Leadership

• Co-leads the WPM/COET Americas organizational integration program, targeting 100% adoption of the new integrated lifecycle model by year-end 2026

• Partners with WPM co-lead and senior sponsors (Chris Fernandez, Paul) to design and execute the integration roadmap

• Applies the ADKAR change management framework (Awareness 12 Desire 12 Knowledge 12 Ability 12 Reinforcement) across all phases of the transformation

• Tracks adoption metrics, identifies resistance patterns, and develops targeted reinforcement strategies

• Manages the integration program plan, including milestones, dependencies, and risk mitigation

Stakeholder Engagement & Communications

• Partners with senior leadership to ensure messaging is consistent, timely, and aligned with organizational strategy

Lifecycle Process Guide & Documentation

• Builds and maintains the COET/WPM Lifecycle Process Guide 12 the definitive reference for the integrated operating model (target delivery: August 2026)

• Develops training materials, onboarding guides, and reference documentation to support adoption of the new model

• Ensures the Lifecycle Process Guide is kept current as the model evolves through year-end and beyond

Organizational Design Support

• Supports senior leadership in organizational design decisions 12 role clarity, accountability frameworks, and RACI development

• Develops detailed role descriptions, responsibility matrices by tier and lifecycle phase, and heat maps of WPM/COET involvement across the account lifecycle

• Advises on succession planning, team structure, and capability development as the integrated model matures

Ongoing Change Management Capability

• Serves as COET's permanent change management resource for future platform migrations, process changes, and organizational shifts

• Builds a change management playbook for COET applicable to future transformations

• Monitors the health of ongoing change initiatives and recommend course corrections as needed

Leads all people management, talent development, and team operations for the COET function 12 ensuring that COET's 11+ direct reports across AMER, and EMEA, are supported, developed, and equipped to deliver at the highest level.

People Leadership & Direct Report Management

• Manages 11+ direct reports across AMER, and EMEA, , including Implementation Managers, JBS Team and Contingent Workforce.

• Conducts regular 1:1s, performance reviews, and career development planning conversations with each direct report

• Provides coaching, mentorship, and professional development support to help team members grow within JLL

• Manages performance issues proactively 12 partnering with HR to address gaps, document concerns, and develop improvement plans where needed

• Fosters a high-performing, inclusive, and psychologically safe team culture across geographies and time zones

Talent Acquisition & Staffing

• Leads staffing decisions for the COET team 12 including promotions, role transitions, backfill planning, and new hire identification

• Partners with HR and Talent Acquisition to develop job descriptions, level roles appropriately, and manage the full hiring lifecycle

• Identifies and onboards new Implementation Manager and Success Lead resources as the COET portfolio grows

• Manages the COET staffing pipeline 12 tracking capacity, forecasting resource needs, and ensuring the team is sized for the active account portfolio

Contractor & Contingent Workforce Management

• Oversee end-to-end onboarding of contingent workers and contractors 12 including VNDLY profile setup, IT equipment tracking, system access, and compliance requirements

• Partners with the Quality Manager (Bea Ordas) and HR on the Contingent Worker Engagement SOP

• Manages contractor lifecycle from onboarding through offboarding, ensuring a smooth and compliant experience

HR Operations & Compliance

• Approves timesheets, work arrangements, flexible working requests, and absence management for direct reports

• Ensures team compliance with JLL HR policies, including performance review cycles, compensation planning, and mandatory training

• Partners with HR Business Partners on employee relations matters, organizational changes, and workforce planning

• Manages the annual performance review and goal-setting process for the COET team

Learning, Development & Engagement

• Identifies learning and development needs across the COET team and connects team members with appropriate resources

• Designs and facilitates team engagement initiatives 12 recognition programs, team building, and cultural development

• Deep expertise in complex, multi-service client transitions across global geographies

• Prosci ADKAR certification or equivalent change management credential 12 required

• Strong project and program management skills 12 PMP or equivalent preferred

• Experience designing and facilitating large-scale leadership workshops and working sessions

• Proficiency in Monday.com, MS Project, or equivalent project management platforms

• Familiarity with contract structures (MSA, LOI, SOW, Staff Augmentation agreements)

• Experience with Workday, VNDLY, or equivalent HR/contingent workforce platforms

• Strong written communication 12 executive communications, change narratives, and process documentation

• Proven ability to lead cross-regional, matrixed teams under time pressure

• Executive presence 12 comfortable presenting to C-suite clients and senior JLL leadership

• Strong commercial acumen 12 understanding of P&L implications, cost recovery, and transition budgeting

• Proven track record leading large-scale organizational transformations in complex, matrixed environments

• High emotional intelligence 12 empathetic, approachable, and skilled at navigating interpersonal dynamics

• Exceptional stakeholder management 12 able to influence without direct authority

• Exceptional people leadership and coaching skills 12 able to develop talent at all levels

• Ability to manage confidential, high-stakes engagements with discretion

• Level: Senior Director

• Background: 10+ years in complex, multi-service transitions, change management, and people leadership in a global professional services environment

• Certifications: PMP required; Prosci ADKAR certification required; additional OD or facilitation credentials a plus

• Experience: Prior experience managing Fortune 500 client transitions, leading organizational transformation programs, and managing distributed teams across AMER, EMEA, and APAC strongly preferred

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

If this job description resonates with you, we encourage you to apply, even if you don9t meet all the requirements. A0We9re 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 salaryA0

• Paid Time Off and Company Holidays

• Early access to earned wages through Daily Pay