Soft Services Continuous Improvement Manager

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Cushman & Wakefield

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1917

💼 Consulting

🏥 Healthcare

🏗️ Construction

Consulting • Healthcare • Construction

Cushman & Wakefield is a global leader in commercial real estate services, providing a wide range of services including agency leasing, asset services, capital markets, global occupier services, project and development services, tenant representation, and valuation and advisory for various industries such as logistics and industrial, multifamily, retail, life sciences, data centers, and healthcare. The company is committed to driving forward for clients, colleagues, and communities with a focus on diversity, equity, and inclusion, as well as environmental, social, and governance principles. Operating in over 60 countries with 52,000 professionals, Cushman & Wakefield consistently delivers insights and research, such as market reports and sustainability efforts.

📋 Description

• Identify and drive operational efficiency and service delivery improvements across soft services accounts and at the enterprise level • Analyze service execution, KPI trends, labor utilization, financial performance, and client relationships to identify root causes of under-performing accounts • Identify and eliminate inflated operating expenses at client sites • Build business cases and financial models to prioritize improvement initiatives based on P&L impact and feasibility • Develop solutions with Client Services and business support teams to improve account performance • Charter and lead margin recovery projects, defining scope, timelines, deliverables, and success metrics • Track and report project progress and financial impact to enterprise leadership, escalating risks and resource needs • Establish governance and accountability mechanisms to sustain performance gains • Standardize best practices through playbook development and produce case studies and proposal content • Evaluate staffing models, scheduling practices, and resource deployment to identify labor efficiency opportunities • Reduce overtime and premium labor through improved scheduling and workforce planning • Partner with account and site leadership to right-size crews and align labor spend with contracted scope • Identify skill gaps and training needs that limit productivity and service quality • Reduce external vendor dependence through insourcing, process development, and training • Drive adoption and expansion of C&W Services’ AI-enabled tools and platforms • Identify automation opportunities for labor-intensive or manual processes • Partner with TechOps and Business Optimization to pilot, deploy, and scale AI-driven solutions • Partner with Finance, Business Development, Commercial Operations, and Human Resources • Support new business development, account growth, and client transitions using CI insights and best practices

🎯 Requirements

• Bachelor's degree in facilities management, business, or related field, or equivalent professional experience • 7+ years in soft services operations or facilities management, including exposure to multi-site or portfolio-level account management • Demonstrated experience delivering measurable P&L impact through operational improvement initiatives • Strong analytical skills using financial and operational data, including labor utilization, KPI performance, and budget adherence • Understanding of P&L management, budgeting, and financial statements • Ability to translate operational decisions into financial outcomes • Experience leading cross-functional projects from scoping and chartering through completion with measurable outcomes • Working knowledge of quality inspection systems, work order platforms, or other soft services management platforms • Ability to travel to client sites as needed; 50% travel required • Must be based within the Midwest or East Coast • Lean Six Sigma certification preferred • Experience deploying or scaling AI-enabled tools within janitorial, office and mailroom, or groundskeeping services preferred • Prior continuous improvement, operational excellence, or process improvement experience within soft services or a related services industry preferred • Experience optimizing workforce structure and labor spend preferred

🏖️ Benefits

• Health insurance • Vision insurance • Dental insurance • Flexible spending accounts • Health savings accounts • Retirement savings plans • Life insurance • Disability insurance • Paid and unpaid time away from work • Competitive pay