Senior Account Director - Operations Management, Americas

New York City - New York - United States of America

**Role is equivalent to Americas Account COO and will be the client-facing title**

Position Summary 

Operations Management Senior Director will be responsible for support of the Alliance Director (AD) and oversight of Americas Regional Leadership in all aspects of operational service lines provided to a client of CBRE. This role is crucial in building and maintaining the relationship serving as liaison for CBRE to our client. These individuals participate in expanding and managing the growth of a particular account while acting as trusted advisors to our clients providing creative and innovative strategies to complex account objectives.   The Account COO - Americas will be a strategic, creative, and organized professional who takes pride in seeing operations run smoothly and efficiently.  

Job Description 

In tandem with all Executive Account Leadership, supports the AD as a single point of contact for US Region account operations ensuring flawless delivery and total contract compliance.  This includes reaching all key performance indicators including quantitative cost savings and qualitative customer service specifications.  Key contributor to the profitability of the assigned corporate account.

In conjunction with the AD, becomes a trusted partner, building strong relationships with business leaders through timely, relevant and tailored communication.  Create and cultivate, friendly and enjoyable work environment that fosters innovation and productivity.

Partners with Account COE leaders and CBRE service line platforms engaging with subject matter experts to provide a diverse offering of innovative solutions to complex client problems.  Involved in developing strategic plans, occupancy strategies and identifying cost efficiency opportunities.

Oversees Regional Leadership and regional Service Line Leaders based on contract structure which can include numerous variations of Integrated Facilities Management and Project Management.   Provides day-to-day leadership to the account-based resources and drives framework and consistency across multiple geographies.

Coordinate with and support the AD on Executive Business Reviews between the client and CBRE based on key performance indicators (KPIs) outlined in the executed contract.  Optimizes current procedure while developing effective standard operating procedures (SOP) for the account. 

Contributor to AD coordinated management of financial performance by setting appropriate operational goals while supporting development of capital/operating budgets.  

Presents written recommendations to AD for client submission including economic justifications, financial reports, and monthly summary reporting in line with agreed expectations.  Generates a robust communication strategy and ensure accuracy of reporting and client submittals.  

Develops opportunities for new management agreements and encouragement of extension/renewal of existing agreements.  

Responsible for identifying training needs, tracking performance, developing and motivating direct reports.  Supports the hiring, terminating, compensation, and performance evaluation for all account dedicated employees. 

Continues to develop service level models for unique business settings while constantly evaluating and looking to implement creative solutions that are flexible and scalable.

Supports the AD in leading the team across diverse locations, creating operating leverage and efficiencies.  Integrates processes across services according to Client protocols.  Source, adopt and implement best practices that will benefit the client. 

Establishes management and control procedures to assure assignments comply with established standards for contract compliance, quality control, use of appropriate management means and methods, adherence to budgets and completion according to approved schedules.

Qualifications 

The requirements listed below are representative of the knowledge, skill, and/or ability required.   

Knowledge & Experience 

Bachelor's degree (BA/BS) from four-year college or university and a minimum of ten plus years of related experience and/or training with emphasis on Facilities Management, Engineering Operations, Transaction Management, Project Management/Construction and Consulting. 

CFM, FMA industry certifications strongly preferred; other Engineering, Business or technical training or certifications a plus. 

Strong interpersonal skills; ability to effectively facilitate communications at all leadership levels

Ten plus years of experience directing and evaluating performance of a possess excellent written, verbal, and presentation communication skills.

Must have the ability to travel. 

Extensive knowledge and experience in resource allocation and implementation concepts.  Strong change agents preferred. 

Must have strong management and leadership skills and experience with human resource and performance management processes.

Excellent technical, interpersonal, and analytical skills required.  Excellent written and oral communications skills required.

Proven ability in talent assessment.  Selects and hire new staff as needed.  Ability to provide training and development for staff that drives personnel growth and retention.

ANNUAL BUDGETING AND FORECASTING

Based On Information Made Available To CBRE, The Account COO - Americas Will Coordinate And Consolidate The Operating Budget Forecasts For All Services Pursuant To The Contract In Conjunction With The Representative From Each Service Line. The Account COO - Americas Will Provide The Budget Forecasts In a Timely Manner Which Will Contain The Following

Major role in developing and maintaining account profitability

Obligations pursuant to each Service Line scope under the Master Services Agreement

Estimated annual gross revenue per Service Line

Cost of reimbursable staff and related expenses

Operating budgets for non-transactional Services as defined in the Service Lines scope documents

Estimates for additional services as may be requested by Client that are outside of the contract scope defined

REPORTING

Reports for each Service Line will be coordinated, integrated, and managed by the AD, supported directly by the Account COO – Americas and Global COE Leaders, in conjunction with the representative of each Service Line provided to Client under the contract.  Reports, pursuant to the terms of the contract, will be delivered on time, in a consistent format and in a client acceptable format.  Coordinate and present annual reviews, with representative of each Service Line, pursuant to the terms of this contract.  

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Senior Director, Operations Management position is $240,000 annually and the maximum salary for the Senior Director, Operations Management position is $270,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity: CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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Service line: GWS Segment