Director, Operations & Strategy

Job Title

Director, Operations & Strategy

Job Description Summary

The Global Director of Operations & Strategy is a critical role that partners with the Account Director (AD) to manage global team alignment and a one-team client relationship. The Global Director of Operations works closely with the AD to implement strategic and operational excellence initiatives. This individual owns governance, compliance, risk mitigation and program manage functional teams for account CMMS program, BI Analytics, client reporting and performance, systems administration, account communications, staff training, as well as programs for Energy & Sustainability, Health & Safety, and Innovation.

Job Description

Essential duties, responsibilities & oversight

• Promotes global one-team mindset, employee engagement and collaboration at all levels of the organization
• Provides global leadership, mentoring, oversight and guidance to account team members
• Ensure operational excellence through structural optimization, process efficiencies and ongoing monitoring
• Communicates effectively and leads by example on company policies, diversity and inclusion, procedures, initiatives
• Works with the AD to cultivate Cushman & Wakefield and client culture synergies and uphold the firm’s values, mission, and standards at all times
• Partners with AD to develop and implement global account strategies, best practices within the team and, when appropriate, makes critical judgement calls on behalf of the account senior leadership
• Oversees and drives account team performance to exceed client expectations and consistently pursues areas of improvement

• Responsible for working with the AD and Functional Leaders to achieve short-and-long-term objectives set by client and corporate goals
• Directly oversees CMMS, BI-Analytics, Energy & Sustainability Programs & Staff.
• Drives consistent messaging within the account team in support of client’s strategic plan and in tandem with AD
• Ensure MSA compliance, quality of the service delivery in all areas and supports account profitability
• Develops and drive the delivery of new programs, and conduct assessments of existing programs for efficiencies and opportunities
• Leverages Cushman & Wakefield platform SMEs and resources and advocate, support and increase adoption of firm-wide initiatives.
• Intentionally collaborate with Cushman & Wakefield community counterparts to learn and share best operational practices
• Leads an on-account innovation & technology council program bringing both CRE industry and Cushman & Wakefield’s best-in-class solutions to the client
• Ensures ongoing quality of new hire onboarding program for the best employee day 1 new joiner experience
• Oversight of MSA compliance including business continuity, emergency preparedness action plans across portfolio
• Ensures overall achievement of budgeted financial targets within areas of influence

OTHER OPERATIONAL DUTIES

• Accountable for all client reporting including contractual KPI outcomes, cost savings tracking and program efficiencies.
• Oversight of operational technology platform program efficiencies, effective asset management program, capital planning tool utilization, and continuous performance dashboard development
• Oversight of account SharePoint, and MS Teams sites for one-stop shop of resources, guides, tools, and policies in support account team’s day to day client delivery

Metrics

Role will be evaluated on the following:

• Performance to client goals, corporate goals including KPI outcomes for Financial Management
• Effective leadership of strategic initiatives
• Strength of team culture

BACKGROUND AND EXPERIENCE

Demonstrated experience should include:

• Bachelor’s degree in Business Administration; Master’s degree preferred
• 10+ years’ or more of senior operational management experience, real estate industry experience a plus
• Proven progressive experience in operational and process management

Competencies

• Extensive exposure to global operations, program development, management and driving standards across the enterprise
• Proven ability to manage, monitor and action on performance
• Proven success in conflict resolution
• Executive presence, excellent written, oral, and presentation skills
• Ability to plan, organize and manage processes
• Strong people manager, and history of mentoring
• Ability to work effectively and harmoniously in a team environment
• High attention to detail and data quality
• Strong Microsoft Office Suite skills
• Strong knowledge of the real estate industry and business model

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, email HRServices@cushwake.com or HRServices@cwservices.com. All inquiries not related to accommodations will go unanswered.