Senior Manager Learning & Development

Workplace Support Learning Manager

What this job involves

As the Workplace Support Learning Manager at JLL, you will be the capability architect for a global operations organization supporting workplace services across 60+ countries. Your singular focus is ensuring that people know how to do their jobs well and can absorb change fast. This is not an operational management role—your output is learning: programs, content, and systems that reduce errors, accelerate tool adoption, and raise capability at scale. You will design and deliver multi-format learning assets including e-learning modules, video tutorials, user manuals, and job aids that enable global teams to perform with confidence. Working independently on projects with complexity, you will interpret operational challenges, exercise independent judgment, and make decisions on moderately complex learning interventions with limited input from senior colleagues. At JLL, we embrace more innovative ways of working and prioritize opportunities to strengthen and advance your career. You will collaborate across matrixed teams to extract operational knowledge from subject matter experts and convert it into learnable, scalable content that drives measurable adoption rates of 90%+ and demonstrates clear ROI through business metrics—not just learner satisfaction.

What your day-to-day will look like

• Design and develop e-learning content using authoring tools such as Articulate Storyline, Articulate Rise 360, Vyond, and Camtasia, creating learning experiences that enable global teams to adopt new tools and processes with confidence.
• Own the learning program roadmap for global operations, identifying skill gaps across regions and designing training strategies that close them at scale, contributing to plans and challenging work within the team.
• Deploy and manage learning content through LMS platforms, ensuring accessibility across time zones, and leveraging modern learning technologies to build scalable, self-paced solutions.
• Define KPIs for learning programs and track completion, retention, and operational impact such as defect reduction, reporting clear ROI to leadership using business metrics and demonstrating program effectiveness.
• Build the communication and change management layer for every major tool or process rollout, ensuring teams are prepared and operationally ready by interpreting moderately complex issues and applying standard organizational practices.
• Collaborate with facilities management and program teams to extract operational knowledge from subject matter experts and convert it into content that accelerates capability and reduces errors across the business sub-segment.
• Analyze training data and business metrics to identify problems, develop solutions, and optimize learning interventions for continuous improvement, making decisions within business sub-segment guidelines.
• Provide guidance and training to staff on learning methodologies and best practices, working independently with limited supervision and acting as a resource for colleagues across the wider team.

Required qualifications

• 5+ years of experience in Learning & Development, Instructional Design, or Training Program Management with demonstrated ability to design and deliver technical training for non-technical audiences in operations environments.
• 3+ years working with global or distributed teams across multiple regions, with experience building training programs from scratch and driving measurable adoption.
• Bachelor's degree in Instructional Design, Education, Organizational Development, or related field with direct relevant experience in the field of work.
• Proven track record of personally designing and developing e-learning content (not just managing vendors) and rolling out operational tools or systems with 85%+ adoption through training.
• Proficiency with e-learning authoring tools such as Articulate Storyline, Articulate Rise 360, Synthesia, Camtasia, or similar platforms, with hands-on content creation experience.
• Experience measuring training effectiveness using business or operational KPIs and demonstrating ROI through frameworks such as Kirkpatrick or Phillips methodology.
• Strong communication and influencing skills with the ability to collaborate effectively across matrixed organizations, extract knowledge from subject matter experts, and provide guidance and training to staff.
• Comprehensive knowledge of instructional design principles and practices with ability to work independently on projects with complexity and exercise independent judgment on moderately complex learning interventions.

Preferred qualifications

• Experience in facilities management, corporate real estate, workplace operations, or similar operational domains with knowledge of shared services or global business services environments.
• Background in operational excellence, continuous improvement programs, or change management methodologies such as Prosci ADKAR.
• Experience with learning analytics, data visualization tools like Power BI or Tableau, or AI-enabled learning and microlearning platforms.
• Knowledge of adult learning principles, blended learning design, and instructional design frameworks such as ADDIE or SAM with the ability to apply these to moderately complex tasks.
• Track record of working across culturally diverse audiences with localization or translation management experience for global content delivery.
• Experience providing guidance, direction, and training to staff on learning methodologies and contributing to planning and development initiatives within the business sub-segment.