IFM Business Operations Manager

Job Title

IFM Business Operations Manager

Job Description Summary

The IFM Operations Manager is a leader on the centralized resource/platform team responsible for governing, overseeing, and supporting Facility Management teams to meet exceptional client delivery. This position requires interaction with Account leadership, Client, operational and support staff and will be a fast-paced environment consistent with handling multiple demands and priorities. Candidate must be able to process and develop information to meet their needs, as well as coordinate various account level facility activities and projects. The candidate must be able to organize and prioritize multiple tasks and effectively manage difficult situations, and consistently making effective high-quality decisions.

Job Description

Key Responsibilities

Leadership & Team Management

• Lead, coach, and mentor the Regional Coordinator Team to ensure effective triage and resolution of client requests, escalations, and administrative tasks across the region.
• Manage the Transition Managers, overseeing the seamless onboarding, offboarding, and integration of sites, vendors, systems, and processes into the client portfolio.
• Foster a collaborative, high-performance culture that emphasizes accountability, professional development, and client-centric service.
• Serve as a strategic partner to Facility Management teams, supporting their field execution through structure, tools, and leadership guidance.

Service Delivery & Operational Excellence

• Integrate with key support functions including CMMS, Procurement, and Engineering Services to manage day-to-day portfolio operations.
• Document and continuously improve facility management processes, ensuring consistency, scalability, and compliance.
• Champion process automation, best practice development, and service innovations that drive efficiency and align with industry trends.
• Support centralized facilities operations while ensuring seamless alignment with site-level activities.

Client Engagement & Relationship Management

• Act as a liaison between the centralized platform and client teams, ensuring reliable execution, transparency, and trust.
• Monitor service quality and proactively address performance gaps to increase customer satisfaction.
• Lead and support client communications, executive reporting, and operational updates.

Business Operations, Compliance & Reporting

• Govern internal and external documentation including process guides, SOPs, dashboards, and leadership reports.
• Support coordination of leadership meetings, site readiness reviews, training compliance, and account-wide operational initiatives.
• Assist with monthly, quarterly, and annual reporting deliverables for clients and internal stakeholders.

Financial Support & Cost Management

• Partner with Finance and FM teams to track budgets, process purchase orders, validate vendor invoicing, and ensure cost-effective service delivery.
• Monitor financial systems for accuracy and compliance, escalating and resolving issues proactively.

Key Competencies

• Communication Proficiency (Oral & Written)
• Strategic Thinking & Problem Solving
• Technical & Operational Expertise
• Leadership & Team Development
• Organizational Excellence
• Client Relationship Management
• Initiative & Innovation
• Cross-functional Collaboration

Qualifications & Experience

• Bachelor’s degree in Facilities Management, Business Administration, Corporate Real Estate, Project Management, or a related field.
• 7–10+ years of experience in facilities management, operations, or business support roles.
• Proven experience leading cross-functional teams in a client-facing, fast-paced, and high-volume environment.
• Strong knowledge of FM principles, including site maintenance, leasing, financials, tenant relations, and transitions.
• Experience with CMMS work order systems, document management tools, Microsoft Office (Excel, PowerPoint), and reporting platforms.
• Demonstrated ability to manage competing priorities, develop standardized solutions, and support field operations through structured programs.

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmati