Account Operations and Performance Manager

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Cushman & Wakefield

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10.000+ Mitarbeiter

Gegründet 1917

💼 Beratung

🏥 Gesundheitswesen

🏗️ Bauwesen

Consulting • Healthcare • Construction

Cushman & Wakefield ist ein globaler Marktführer im Bereich der gewerblichen Immobiliendienstleistungen und bietet eine breite Palette von Dienstleistungen an, darunter Agenturvermietung, Asset-Services, Kapitalmärkte, globale Besatzerdienste, Projekt- und Entwicklungsdienste, Mietervertretung sowie Bewertungs- und Beratungsdienste für verschiedene Branchen wie Logistik und Industrie, Mehrfamilienhäuser, Einzelhandel, Biowissenschaften, Datenzentren und Gesundheitswesen. Das Unternehmen verpflichtet sich, mit einem Fokus auf Vielfalt, Chancengleichheit und Inklusion sowie Umwelt-, Sozial- und Governance-Prinzipien für Kunden, Kollegen und Gemeinden voranzukommen. Mit über 60 Ländern und 52. 000 Fachleuten liefert Cushman & Wakefield kontinuierlich Einblicke und Forschungsergebnisse, wie Marktberichte und Nachhaltigkeitsbemühungen.

Beschreibung

• Develop and maintain the account performance management program that aligns to client and corporate goals • Manage KPI and SLA reporting, scorecards, dashboards, and governance processes • Lead root cause analysis, corrective actions, and performance improvement initiatives to resolution • Coordinate Quarterly Business Reviews (QBRs), supporting materials and executive-level reporting • Ensure strategic account objectives are translated into operational execution • Maintain account governance, compliance, and risk management programs • Manage contract adherence, amendments, service-level reviews, and change requests • Develop and maintain risk registers, issue logs, and escalation processes • Facilitate leadership reviews and ensure accountability for performance outcomes • Help to provide design concepts, organize, and maintain the account SharePoint environment in conjunction with the Technology Team • Develop and maintain account playbooks, onboarding materials, knowledge repositories, and operational documentation • Standardize templates, reporting formats, and account communications • Lead organizational and operational change management initiatives • Partner with leadership teams to improve processes, remove waste, and drive efficiencies • Apply Lean, Six Sigma, and continuous improvement principles to enhance performance • Develop measures of success and track initiative outcomes across the account • Support technology implementations and digital transformation initiatives • Partner with technology teams to develop dashboards, automated reporting, and analytics tools • Evaluate business impact and ROI of new technologies and process improvements • Manage the account’s Rhythm of Business calendar, including meetings, deliverables, surveys, governance activities, and strategic initiatives • Coordinate cross-functional activities and ensure timely execution of commitments • Support financial and operational processes through effective stakeholder collaboration

🎯 Anforderungen

• Bachelor’s degree in business, Operations, Project Management, Organizational Leadership, or a related field • 5–8+ years of experience in operations, account management, program management, business operations, or continuous improvement • Experience supporting large, complex client accounts and cross-functional teams • Proven success leading change management, performance management, and operational improvement initiatives • Exceptional verbal, written, and presentation skills • Strong people management, leadership, and stakeholder engagement capabilities • Advanced SharePoint administration and content management expertise • Strong Microsoft 365 skills (Excel, PowerPoint, Teams, Word, Outlook) • Proficiency with Google Workspace (Google Sheets, Docs, Slides, Drive, Forms) • Excellent organizational, administrative, and project management skills • Experience with performance dashboards, reporting, and data analytics • Strong change management, process improvement, and problem-solving abilities • Lean Six Sigma certification or experience preferred

🏖️ Vorteile

• health, vision, and dental insurance • flexible spending accounts • health savings accounts • retirement savings plans • life and disability insurance programs • paid and unpaid time away from work