Regional Director, Healthcare Facilities

Position Summary

The Regional Director of Healthcare Facilities, client tile - Support Services Administration Officer (SSAO), for the Mid-Atlantic States (MAS) serves as JLL's senior-most operational leader accountable for directing, overseeing, and controlling medical center operational activities across the entire MAS portfolio. This strategic Senior Director position ensures reliable, cost-effective, and efficient delivery of quality and accessible ancillary operational services with a focus on enhancing member satisfaction, growth, and retention across a matrixed shared service organization.

The SSAO oversees and coordinates the activities of delivering facilities and support services across the region, working through influence, partnership, and service excellence to achieve operational and strategic objectives. The position serves as the primary interface and Customer Relationship Manager for the National Shared Service Organization portfolio in the Mid-Atlantic Market.

This position consistently supports compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements, client policies and procedures, and JLL's and clients Code of Business Ethics.

Essential Responsibilities

Leadership, Talent Development & Strategic Partnership

• Builds and maintains strategic partnerships with client medical center and medical group executive leadership, operational leaders, clinical leadership, real estate teams, and regional executives to drive annual and long-term strategic planning
• Serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy
• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization
• Models and drives continuous learning; stays current with industry trends, benchmarks, and best practices; acts as a thought leader sharing insights within and across teams to drive improvement
• Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provides open feedback and coaching to foster performance improvement
• Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives
• Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams
  
  

Strategic Operations & Service Delivery Management

• Oversees the operation of multiple units and/or departments by identifying member and operational needs
• Translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies
• Delivers JLL's service delivery vision and associated strategies in the assigned Market, including planning and executing agreed-upon service levels, KPIs, and performance metrics
• Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making
• Sets and communicates goals and objectives; sets standards, measures progress, and ensures resolution of escalated issues
• Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly
• Manages escalation protocols and serves as executive-level point of contact for critical issues or strategic initiatives
• Proactively identifies opportunities to enhance service delivery, reduce costs, and improve operational efficiency across the portfolio
• Coordinates across multiple service lines (Clinical Technology Management, Security Services, Healthcare Continuity Management, Facilities Capital Program, Real Estate, and Enterprise Administrative Office Services) to deliver seamless, integrated facilities solutions.
  
  

Facilities Operations, Maintenance & Asset Management

• Ensures consistent delivery of plant operations, facility maintenance, environmental services, nutritional services, retail food services and vending, move and space management, and parking operations across the entire portfolio
• Uses cutting-edge knowledge in facilities management professional fields to drive resolutions to mechanical building problems including energy management, waste management, asbestos abatement, moving services and planning, space planning, and emergency management
• Sets strategic organizational practices and programs for the completion of repairs on building equipment, tools, machinery, and amenities to ensure they are in working condition
• Drives the delivery strategy of preventative maintenance programs to sustain a clean, safe, and hygienic environmental work area
• Oversees facility condition assessments and asset lifecycle management across the diverse portfolio
• Implements JLL best practices, standard operating procedures, and continuous improvement methodologies
• Drives strategic long-term plans for landscaping services needed to maintain the upkeep of grounds and public sidewalks; implements processes and standards for completing landscaping equipment repairs.
  
  

Regulatory Compliance, Environment of Care & Safety Management

• Ensures all facilities maintain full compliance with healthcare-specific regulations and accreditation standards including but not limited to; Joint Commission, CMS Conditions of Participation, Title 22, state building codes, HCAI, CDPH, Cal-OSHA, and NFPA 99/101
• Drives the continuous improvement and compliance with processes to record, monitor, and manage the disposal of regulated medical, patient, and employee information (e.g., Protected Health Information), pharmaceutical, and hazardous waste materials
• Champions policies to ensure required licenses and operating permits are maintained in accordance with local, state, and federal regulation
• Oversees Life Safety Code compliance, including fire safety systems, egress requirements, and hazardous materials management
• Coordinates regulatory inspections, surveys, and audits; manages corrective action plans
• Establishes processes to coordinate with local authorities to plan drills according to NFPA and Life Safety Code; oversees completion of reports based on drill outcomes
• Conducts inspection tours to ensure the efficient and uninterrupted operation of the facility
• Maintains comprehensive emergency management programs including emergency operations plans, incident command systems, and hazard vulnerability assessments
• Ensures workplace safety programs comply with OSHA requirements; manages workers' compensation and safety incident investigations
• Oversees infection prevention and control measures for facility infrastructure and operations.
  
  

Financial Management & Capital Planning

• Partners with client finance teams to develop, manage, and monitor operating budgets exceeding $25 million annually
• Develops strategies and defines metrics used to gain efficiencies and prioritize program budget for improvement projects
• Analyzes resources, costs, and forecasts and incorporates them into business plans
• Implements financial controls, forecasting processes, and variance analysis to ensure fiscal accountability
• Drives cost optimization initiatives while maintaining or enhancing service quality and customer satisfaction
• Develops capital planning recommendations based on facility condition assessments, asset lifecycle analysis, and strategic priorities; identifies specific facility, renovation, and operational programs that will support the strategic direction of the organization
• Identifies opportunities for operational efficiencies, cost avoidage, and value creation
• Oversees maintenance projects such as designing, remodeling, renovating, and equipping facilities with capabilities to reduce costs and improve service
• Prepares and presents regular financial performance reports to JLL and client leadership.
  
  

Technology, Infrastructure & Innovation

• Forecasts and ensures organization-wide strategies on complex issues including infrastructure equipment, HVAC equipment and facilities, video conferencing equipment, telephone, and network installation in partnership with technical teams
• Drives solutions to test newly installed machines and equipment to ensure contracting specifications are fulfilled
• Drives adoption of JLL's technology platforms including CMMS, space management systems, and performance dashboards
• Leverages data analytics to inform decision-making and drive continuous improvement
• Identifies opportunities to implement innovative solutions, smart building technologies, and sustainability initiatives
• Supports client's strategic technology initiatives related to facilities and support services
• Partners with enterprise shared services and sustainability management to manage building-lease services and construction/expansion projects.
  
  

Vendor & Contract Management

• Determines the strategic direction for improving the review of services rendered and invoices, and establishing contractual requirements to evaluate vendor performance against service-level agreements, capabilities, and quality
• Works with senior and executive management to clarify business needs, develop project specifications, and identify vendor services related to operations and other essential services
• Creates and determines metrics and standards for vendor performance using specific, core metrics to ensure adherence to contractual provisions, regulatory specifications, and compliance with the organization's policy in support of the enterprise's strategic vision.
  
  

Performance Reporting & Stakeholder Communication

• Provides regular performance reporting to client and JLL leadership using established metrics and KPIs
• Conducts regular business reviews presenting operational performance, financial results, and strategic initiatives
• Manages customer satisfaction measurement and implements service improvements based on feedback
• Communicates proactively regarding service disruptions, major projects, and significant events
• Represents JLL at client operational meetings, committees, and strategic planning sessions
  
  

Minimum Qualifications

Education & Experience - Basic Qualifications

One of the following educational and experience combinations is required:

• Bachelor's degree in Business Administration, Public Health, Engineering, Public Administration, Health Care Administration, Construction, Industrial Hygiene, Architecture, or related field AND minimum eleven (11) years of experience in facility maintenance/management or directly related field
  
  

OR

• Minimum fourteen (14) years of experience in facility maintenance/operations or a directly related field
  
  

Additional Required Experience:

• Minimum three (3) years of experience in financial management, budget development, program development, quality and safety improvement and project management
• Minimum three (3) years experience working directly with executive leadership
• Minimum three (3) years experience applying federal and state laws and regulations related to health care operations (e.g., TJC-EOC/LS/EM, Title-22, state building codes, HCAI, CDPH, Cal-OSHA, NFPA 99/101, etc.)
• Minimum seven (7) years of experience managing operational or project budgets
• Minimum five (5) years of experience in a leadership role with direct reports
• Minimum three (3) years experience working with Incident Command Centers
  
  

Required Knowledge, Skills & Abilities

Expert knowledge of healthcare facility regulations including Joint Commission standards, CMS Conditions of Participation, Life Safety Code (NFPA 99/101), Title