Manager Performance and Insights

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Job Purpose

The Manager, Performance and Insights leads the development, analysis, and reporting of operational metrics that support Facilities, Corporate Real Estate, and planning functions. This role provides data-driven insights that help evaluate facility performance, space utilization, service delivery, project performance, budget trends, vendor results, and planning outcomes. The Manager partners with Facilities, Workplace, Real Estate, Finance, procurement, business leaders, and other stakeholders to improve visibility, strengthen decision-making, identifies opportunities for efficiency and improvement, and supports effective short- and long-term planning across the Corporate Support Services portfolio.

Essential Responsibilities

• Leads the development, maintenance, and continuous improvement of operational metrics, dashboards, scorecards, and reporting tools for the Corporate Real Estate functions.
• Analyzes facility performance, service levels, work order trends, space utilization, occupancy data, project progress, capital planning information, budget performance, vendor performance, and other operational indicators.
• Translates data into actionable insights, recommendations, and executive-ready reporting that supports business decisions, operational planning, resource allocation, and continuous improvement.
• Partners with Facilities Services, Corporate Real Estate, Finance, Procurement, Technology, Environmental Health and Safety, Corporate Security, and business stakeholders to define reporting needs and align metrics to enterprise priorities.
• Establishes and maintains consistent reporting standards, data definitions, measurement practices, and governance routines to improve accuracy, transparency, and comparability of operational information.
• Monitors trends, risks, gaps, and opportunities across Facility and Real Estate operations; escalates key findings and recommends actions to improve effectiveness, efficiency, cost management, and service delivery.
• Supports annual planning, forecasting, budgeting, capital planning, space utilization, and portfolio review activities by providing analysis, models, scenario planning, and performance insights.
• Coordinates data collection from systems, vendors, internal teams, and business partners to ensure timely, complete, and reliable operational reporting.
• Leads or supports process improvement initiatives that enhance reporting capabilities, reduce manual effort, improve data quality, and strengthen the use of analytics across the function.
• Prepares presentations, business cases, leadership updates, and recurring reviews for senior leaders and cross-functional stakeholders.
• Manages, coaches, and develops team members or project resources as assigned, promoting accountability, analytical rigor, collaboration, and a service-oriented mindset.
• Maintains awareness of industry practices, technology solutions, facilities management tools, real estate analytics approaches, and operational performance management methods.
• Oversees the centralized intake, assignment, tracking, and resolution of Corporate Real Estate requests, including requests received through the department's central email account, service management system, and other designated service channels.
• Ensures timely and professional communication regarding workplace requests, service needs, issue resolution, and other Corporate Real Estate support activities with internal customers (associates).
• Oversees associate and departmental moves, adds, and changes, coordinating activities across Corporate Real Estate teams, business departments, vendors, and Technology.
• Oversees furniture services, including installations, repairs, reconfigurations, standards, inventory coordination, and furniture-vendor performance.
• Provides leadership and governance for CAFM, IWMS, work-order, space-management, and related workplace systems, including data integrity, system administration, training, troubleshooting, reporting, and continuous improvement.
• Coordinates workplace support activities involving signage, artwork, equipment, meeting spaces, and other Corporate Real Estate-managed assets or services.
• Partners with Purchasing and other stakeholders to establish and maintain contracts, service expectations, and performance measures for furniture, moving, CAFM, and related workplace-service vendors.
• Establishes team priorities, allocate resources, monitor service levels, and maintain cross-training and coverage plans to ensure continuity of workplace support and reporting services.

Other Duties

• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Strong knowledge of facilities operational performance management, data analysis, reporting, dashboard development, scorecards, key performance indicators, and business insights.
• Working knowledge of facilities management, corporate real estate, space planning, workplace services, capital planning, service delivery, vendor management, and budget tracking.
• Ability to collect, validate, interpret, and synthesize data from multiple sources and translate findings into clear recommendations for business leaders.
• Strong analytical reasoning, critical thinking, problem-solving, attention to detail, and business acumen.
• Demonstrated ability to build reporting frameworks, define metrics, document data definitions, and improve data quality and reporting consistency.
• Strong communication and presentation skills, including the ability to explain complex data, trends, and recommendations to technical and non-technical audiences.
• Ability to collaborate effectively with facilities, real estate, finance, procurement, technology, vendors, and business stakeholders.
• Strong planning, organization, prioritization, project coordination, and process improvement skills.
• Proficiency with Microsoft Office, reporting tools, dashboarding or business intelligence platforms, facilities management systems, work order systems, and data visualization tools.
• Ability to lead work independently, manage competing priorities, maintain confidentiality, and operate with sound judgment in a fast-paced environment.
• Strong knowledge of workplace service delivery, moves, adds and changes, furniture coordination, centralized service intake, and customer-request management.
• Working knowledge of CAFM, IWMS, work-order, space-management, and workplace reservation systems.
• Demonstrated vendor-management skills, including the ability to define service expectations, monitor performance, resolve issues, and coordinate work across internal and external teams.

Qualifications

• Bachelor's Degree in Business Administration, Facilities Management, Real Estate, Finance, Data Analytics, Business Analytics, Operations Management, and/or relevant experience required.
• 5+ years of progressively responsible experience in performance reporting, business analytics, operational metrics, facilities management, corporate real estate, planning, finance, operations, or related functions required.
• 2+ years of leadership, people management, project leadership, or cross-functional initiative management experience preferred.
• Experience developing dashboards, scorecards, KPI reporting, executive presentations, business cases, operational reviews, or performance management routines required.
• Experience working with facilities management systems, work order data, space utilization data, real estate portfolio information, project tracking, financial data, vendor reporting, or business intelligence tools preferred.
• Experience supporting budgeting, forecasting, capital planning, space planning, process improvement, or operational planning activities preferred.
• Relevant certifications in data analytics, business intelligence, facilities management, project management, real estate, Lean/Six Sigma, or related disciplines preferred.

Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.