Operations and Training 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.   

Position Summary

The Operations & Training Manager is a dedicated, full-time role created to design, build, manage, and maintain a scalable onboarding infrastructure for The Church Account Projects team.  This individual serves as the single accountable owner of all onboarding logistics, content, communications, and coordination — freeing senior leaders, regional managers, and existing team members to focus on project delivery and client readiness.  This individual will also lead a workstream of continuous learning and development for our project management team. 

The role requires someone who can operate independently at pace, build processes from scratch, manage competing priorities across multiple stakeholder groups, and create order in a high-volume, high-stakes hiring environment. This is not a support role — it is a program leadership role with real accountability for team readiness outcomes.

Core Responsibilities

1. Onboarding Program Design & Execution

• Design and manage a wave-based, cohort onboarding model capable of processing 20+ new hires per week across multiple regions
• Build the Church Account Onboarding Playbook from A to Z covering JLL general orientation, PDS-specific practices, Church account protocols, and key differences between PDS and IFM environments
• Develop and execute a 3-communication welcome email sequence for all new hires between offer acceptance and start date — setting clear expectations and reducing Day 1 anxiety
• Create and manage a 30-60-90 day plan framework for each new hire cohort, with milestone check-ins and accountability back to regional leads
• Develop and maintain a comprehensive onboarding cheat sheet and quick-reference guide for system access, application requirements, Day 1 logistics, and role-specific technology needs
• Develop communication plan that connects each new team member to the account and project team

2. Systems & Technology Coordination

• Own the IT provisioning workflow from offer acceptance through start date — coordinating equipment orders, email account creation, and system access setup for each cohort
• Manage equipment ordering timelines with a minimum 2-week vendor notification lead time; track laptop availability given current global supply chain constraints; coordinate separate mobile device orders for field roles
• Build and maintain the required application access list by role type (Corrigo, client portal, JLL internal systems, etc.) and ensure all access is provisioned before Day 1
• Facilitate weekly HR and IT onboarding sessions to resolve technical issues, close access gaps, and address system questions in a structured group format
• Serve as the Day 1 point of contact for new hire login, password, and system access support

3. Communication & Regional Ambassador Coordination

• Establish and coordinate a regional point-of-contact ambassador network (Central, Utah, West, Southwest) to serve as local onboarding resources and new hire connectors
• Develop and distribute pre-start communications explaining what new hires should expect in their first two weeks — equipment, system access, orientation schedule, and first contacts
• Produce and manage weekly onboarding sessions by topic covering systems, processes, Church account standards, JLL tools, and role-specific expectations
• Communicate proactively with hiring managers, regional leads, and the PMO on cohort status, system readiness, and any risks to Day 1 preparedness

4. Readiness Standards & Content Development

• Define and document the PM readiness standard in collaboration with the projects leadership team, establishing what every PM must complete before going client-facing
• Develop role-specific required technology lists for each position type (PM, APM, Regional PM, Program Coordinator, etc.)
• Build and maintain a complete required application access list by role, coordinating with IT and PMO to ensure provisioning matches role requirements
• Leverage and adapt successful onboarding models from the JLL IFM team where applicable, incorporating best practices from existing team members with strong onboarding track records
• Continuously improve the onboarding program based on new hire feedback, attrition data, and manager input throughout the ramp period

5. Onboarding Tracking & Reporting

• Build and maintain a master onboarding tracker showing each new hire's status across offer, start date, equipment, system access, orientation completion, and 30/60/90-day milestones
• Provide weekly onboarding status reports to SVP and regional leadership covering pipeline, completion rates, open risks, and system access gaps
• Track and flag early attrition signals — unclear expectations, Day 1 failures, access issues — and escalate proactively before they become departures
• Report on readiness standard completion rates by cohort to ensure no PM goes client-facing without completing required orientation steps

5. Onboarding Training and continuous learning

• Build and maintain a master onboarding tracker showing each new hire's status across offer, start date, equipment, system access, orientation completion, and 30/60/90-day milestones
• Develop and maintain a living training library specific to The Church Account — including JLL systems, PDS processes, Church site protocols, and role-specific SOPs — that evolves as the account matures and new standards are introduced
• Design and facilitate ongoing learning sessions by topic and role type (PM, APM, Regional PM, Program Coordinator) on a recurring cadence, ensuring the team stays current on process changes, platform updates, and client expectations well beyond the initial onboarding window
• Establish a structured knowledge transfer framework that captures institutional knowledge from experienced team members and makes it accessible to incoming staff — preventing the loss of critical account-specific information as the team scales and evolves
• Implement and manage a continuous feedback loop between new hires, regional leads, and PMO leadership to identify skill gaps, surface emerging training needs, and update curriculum in real time — treating the onboarding program as a living system rather than a one-time event
• Partner with regional leads and the SVP to build career development pathways for all team levels, including structured progression tracks from APM to PM, with defined competency milestones, recommended training resources, and coaching checkpoints that support long-term retention and team capability growth

Minimum Requirements

• 5+ years of experience in program management, HR operations, learning & development, or talent operations with demonstrated success managing onboarding at scale
• Proven ability to build programs from scratch in a fast-moving, ambiguous environment — this role requires a builder, not a maintainer
• Experience managing high-volume, time-compressed hiring ramps (50+ new hires in a 60–90 day window preferred)
• Strong project management fundamentals — ability to build and maintain trackers, manage multiple workstreams simultaneously, and communicate status clearly to senior leaders
• Exceptional written and verbal communication — comfortable drafting new hire communications, onboarding content, and executive status reports independently
• Experience coordinating IT provisioning, equipment logistics, and system access workflows for new employees at scale
• Demonstrated ability to work cross-functionally with HR, IT, operations, and senior leadership without direct authority over any of them

Preferred Qualifications

• Experience in facilities management, real estate services, or construction project management environments
• Familiarity with JLL systems, including Corrigo, Workday, or JLL internal platforms
• Experience building onboarding programs for geographically distributed, multi-region teams
• Background in instructional design or learning content development — ability to produce clear, usable onboarding playbooks without needing a dedicated content team
• Familiarity with faith-based or institutional client environments and the cultural sensitivity those contexts require

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

Estimated compensation for this position:

97,400.00 – 141,100.00 USD per year

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:

Remote –Kansas City, KS

Job Tags:

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

• Early access to earned wages through Daily Pay

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.

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