Operations & Performance Management Director

Operations & Performance Management Director

The Director of Operations & Performance Management is a strategic leadership role responsible for overseeing operational excellence, compliance, performance metrics, innovation, and continuous improvement across a complex real estate or manufacturing account. This role ensures seamless integration of service lines, drives efficiency, and maintains high standards of service delivery and client satisfaction.

Key Responsibilities:

• Serve as the primary liaison with client Vendor Management and account leadership.
• Lead contract/MSA change management, compliance tracking, and education.
• Oversee governance programs, including audit processes and accountability controls.
• Ensure alignment of strategic account programs with business objectives.

• Monitor service delivery metrics, identify gaps, and drive collaborative solutions.
• Lead incident notification and resolution processes.
• Drive continuous improvement culture across all service lines.
• Develop and implement best practices and operational standards.

• Partner with BI and Technology teams to develop strategy and ensure compliance.
• Support technology audits and reprioritization communications.

• Develop financial plans focused on cost control and reduction.
• Oversee budget preparation, capital planning, and financial reporting.
• Ensure regulatory compliance and manage risk and liability.

• Lead and support cross-functional teams with a "one team" approach.
• Ensure optimum staffing and effective vendor performance.
• Provide coaching, training, and recognition to drive excellence.

• Maintain effective relationships with key client contacts.
• Provide leadership in client briefings, reporting, and strategic planning.
• Promote transparency and integrity in all communications and deliverables.

Key Competencies:

• Strategic Program Management
• Performance & Compliance Oversight
• Business Acumen & Financial Management
• Communication & Relationship Building
• Innovation & Continuous Improvement
• Technical & Operational Proficiency
• Vendor & Team Leadership
• Emotional Intelligence & Empathy
• Multi-tasking & Problem Solving

Education:

• Bachelor's Degree in Facilities Management, Real Estate, Business Administration, or related field.

Experience:

• Minimum 10 years in real estate services or manufacturing operations.
• Experience managing large-scale outsourced contracts.
• Strong background in performance management, compliance, and BI/technology support.
• Familiarity with CMMS/Work Order Management systems.
• Experience in project/construction management and workplace services preferred.

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

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, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.