Operations Manager

Job Title

Operations Manager

Job Description Summary

The Operations Manager will be responsible for managing local office support operations for brokerage services within our Northwest market. This role will ensure that administrative and operational functions are provided to local offices in an efficient and effective manner. The Operations Manager will provide management oversight for general office support for Brokerage Coordinators within their own office(s). They will work closely with the Regional Director of Operations, Managing Principal, fee-earner(s) and staff within the market to provide support and implement strategic initiatives.
This is not a remote opportunity. Our ideal candidate will work from our Seattle, WA brokerage office.

Job Description

Manage Office Operations:

• Creatively solve problems to ensure the market’s offices operate in an efficient and effective manner

• Provide formal leadership, mentoring and supervision to the administrative and office operations support staff

• Organize, assist, oversee and lead internal meetings and events

• Collaborate with counterparts in other markets to learn and utilize best operational practices

• Evaluate and document innovative service delivery options and share insights across markets

• Ensure that education, credentials and licensing of staff is current

• Responsible for partnering with talent acquisition on all recruiting and onboarding

• Lead performance management, employee coaching, counseling and policy adherence in conjunction with HR

• Take timely action with Human Resources to correct unsatisfactory conditions or performance issues

• Oversee and manage the purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.)

• Oversee mail room operations and staff (i.e., mail sorting, postage machine, fax machines)

• Oversee office technology implementations, upgrades, support, facilities, telecommunications, emergency preparedness and business continuity planning

• Ensure corporate standards and internal company processes and systems are leveraged

• Act as a role model and mentor for the office staff

• Coordinate and distribute work between Broker support and Administrators if roles exist within local offices

• Other administrative duties as assigned

Support Sales and Transactions:

• Track all listings and signs

• Track listing expirations and work with fee-earners, staff, Project Coordinator, and sign vendor to take action on expired listings

• In the absence of functional leadership, manage research, marketing, and service delivery staff to best serve fee-earners in delivery of material

• In the absence of functional leadership, work with fee-earners to deploy teams of research, marketing, and service delivery staff based on level of effort and expertise required for delivery of material

Strategic Planning / Budgeting:

• Work with Director of Brokerage, Managing Principal, FP&A and Regional Director of Operations to draft and finalize budget (revenue and expenses)

• Solicit input from service line, fee-earners and market leads at pre-budget meetings regarding recent wins, pipeline activity, anticipated recruiting and attrition, capital spend, etc.

• Incorporate pipeline information, as needed

Pipeline Management, Revenue Reporting and Forecasting:

• Help promote a culture of compliance within office for fee-earners and Project Coordinators to routinely update CRM system

• Communicate and enforce guidelines on updating CRM system within office

• Work with Director of Brokerage, Managing Principal and Regional Director of Operations to follow up with fee-earners, staff, Project Coordinators, as needed, to update pipeline information

Track Listings and Deal-Related Expenses:

• Maintain tracking of expenses related to deals, using Commissions Accounting and CRM Systems

• Track expense budgets for all deals and escalate concerns to Director of Brokerage, Managing Principal and Regional Director of Operations, as needed

Vendor Management / Administration:

• Manage purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.) by ordering through Workday, procurement, or outside vendor

• Solicit and negotiate vendor bids, contracts, and pricing

• Enter all new local vendors into Workday and cleanse data, if required

Approve Expense Reports:

• Review and approve all expense reports and determine if expenses are appropriate and in policy in Expense system

• Review business case for necessity of expenditure

Reconciliations / Period End Activities:

• Reconcile fee share and expense pools on a periodic basis

• Submit reconciliation to Regional Director of Operations and fee-earners for approval

• Provide approved reconciliation to appropriate party for processing of surplus payout or shortfall collection

Recruiting/Hiring/On-boarding Staff:

• Work with HR to develop job descriptions for identified openings

• Interview candidates for various positions

• Coordinate with HR, Department Head, Office Coordinator/Office Manager, IT/Telecom to ensure all equipment is ordered, desk is set up and ready on Day 1

• Determine start date, department, manager, etc.

• Use Workday for all HR needs (ETS in Global HQ)

• Manage employees and delegate workflow

• Prepare and deliver annual performance reviews and KPI’s

• Work in conjunction with HR on performance issues

• Ensure compliance with record keeping and policy adherence

Background and Experience:

Demonstrated experience should include:

• Bachelor’s degree (BA/BS) required in any field; business/real estate preferred

• 5+ years of people management

• Excellent interpersonal communication, leadership and, relationship building skills.

• Demonstrated process improvement, continual improvement skills

Competencies:

• Exposure to project and process management

• Proven ability in conflict resolution

• Exposure to executive communications

• Excellent written, oral, and presentation skills

• Strong Microsoft Office Suite skills

• Knowledge of the real estate industry and business model

• Knowledge of Salesforce, Workday and budgeting software

• Ability to plan, organize, and manage processes

• Ability to read, comprehend, and analyze P&L statements

• Knowledge of HR practices, including recruitment, interviewing, hiring, employee relations, and staff development

Note: This position requires compliance with our COVID related protocols, which may also include client-specific requirements. This might include, but is not limited to, either providing documentation of full vaccination as per CDC guidelines or agreeing to regular COVID testing.

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.