Director, Operations

Job Title

Director, Operations

Job Description Summary

The Operations Director will be a key member of the Cushman & Wakefield account leadership team for the client. This individual will be responsible for overseeing the account operations team which focuses on program management, governance & compliance, innovations, performance, technology and BI. The core focus is to drive operational efficiency and compliance within our account.

We are looking for a highly collaborative self-starter who will thrive in situations where he/she can lead a team to develop programs or tools which enable service lines + support functions to operate in a compliant and high performing manner.

Job Description

Essential functions and responsibilities include but are not limited to:

• Act as a primary contact for client Vendor Management Team and work to keep account leadership updated with client concerns or changes in priorities
• Serve as the account contract/MSA SME which includes:
  • Leading contract/MSA change management process
  • Overseeing service and service level change governance
  • Contract tracking, monitoring and education
  • Contract compliance adherence
  • Supporting account through developing and submitting proposals for expanded business
• Lead account governance program through:
  • Establishing and enforcing proper accountability controls
  • Ownership of audit program (internal and client identified)
  • Partner with Service Line Leaders and client contacts to ensure playbooks reflect adjustments identified through the compliance, performance management, and innovation functions on account
• Oversight of Performance Management & Innovation function to:
  • Monitor overall service delivery metrics and performance levels
  • Monitor of service delivery quality gaps and collaboratively drive solutions
  • Lead client incident notification and resolution process
• Lead Program Management Team that ensures strategic direction of account programs are in alignment with business strategy
• Serve as account lead for BI and Technology team which includes:
  • Development of strategy and task list
  • Oversight of reprioritization communications
  • Insurance all efforts remain compliant with client requirements
  • Support of technology audits

OBJECTIVES FOR THIS ROLE

• Successful collaboration and integration amongst all account teams/service lines
• Impeccable performance management program
• Reduced operating costs
• Increased access best practice and speed to innovation
• Consistency in delivery standards (across regions and providers via KPIs, playbooks and compliance program)
• Drive consistency and continuous improvement throughout the delivery model
• Account wide understanding of programs and resources available

KEY COMPETENCIES/DISCIPLINES

• Integration & reporting
• Performance management
• Experience building programs from the ground up
• Experience supporting a BI and/or technology team
• Understanding of standard compliance requirements
• Proven communications skills
• Deep program management experience
• Showcase strong business acumen 
• Comfortable corresponding with executive level clients, and interacting with individuals at all levels
• Detail oriented, confident, self-starter with exceptional organizational skills
• Maintain a “can do” mentality with the ability to act with minimal information
• Demonstrate integrity, accountability, self-awareness and strong work ethic
• Ability to work under pressure, while acting in a calm manner
• Showcase exceptional emotional intelligence and empathy 
• Strong people manager with a focus on ‘a one team’ approach as team is a support function enabling others to perform

IMPORTANT EDUCATION 

• Bachelor’s Degree

IMPORTANT EXPERIENCE

• Minimum of 10 years of related work experience in real estate services
• Experience working on large-scale accounts for outsourced real estate contracts

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and W