Operations Director

Cushman & Wakefield - Boston, MA3.9

30+ days agoFull-time
The Director of Market Operations role is responsible for managing local operations within a specified market or sub-region; directly managing staff, and overseeing service delivery.

In addition, this role will work closely with Managing Principals and the supporting functions to implement strategic initiatives. As a leader, this individual will ensure there is sufficient front office support and act as a steward for operational excellence initiatives.
Job Description


o Oversee the administrative operations, and reception staff

o Responsible for all financial management of local market and/or specified sub-region, including monthly and annual operating budgets, forecasts and reporting, as well as assessment of variances for the market and service lines

o Responsible for T&E, Expense, and OTT policy implementation

o Responsible for facilities management, including relocations and build-outs, managing leases, vendor relations, and overseeing compliance/record retention

o Implement and support all company initiatives

Key responsibilities
Lead Market Operations

o Ensure fee earners are properly supported to maximize profitability within the sub-region

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

o Leverage internal resources and champion local participation in firm-wide initiatives.

o Use DOA table, RFA, and other available tools to ensure appropriate approval is received for all expenditures requiring such approval; Ensure spend aligns with market goal and financial targets

o Collaborate with counterparts in other sub-regions to learn and utilize best operational practices

o Support Managing Principals with the development and management of the annual business plan, budget and forecast

o Assist Managing Principal in developing and executing strategic plans across service lines within assigned sub-region

o Promote and ensure compliance with company policies and operating procedures

o Lead logistics and planning for Internal events, as needed

o Partner with Marketing to ensure that external events are in line with C&W goals and philosophy and that funding is appropriate and has the appropriate approvals

Support Sales and Transactions

o Work with Managing Principal to resolve any conflicts over ownership of opportunities

o Work with Managing Principal to drive a “Best team on the field” approach to service delivery

Strategic Planning / Budgeting

o Support strategic planning processes across the various service lines within the assigned sub-region

o Direct Office Manager and Director of Revenue in budget creation; review and submit budget (revenue and expenses)

o Track and document major opportunities, market dynamics, and pipeline activity that will have a material effect (positive or negative) on our ability to hit plan.

Pipeline Management, Revenue Reporting and Forecasting

o Manage overall implementation and usage of approved CRM across Market

o Promote culture of compliance—and enforce guidelines—for fee-earners and Support Professionals to routinely update CRM system

o Review pipeline report

o Follow up with fee-earners, Support Professionals, Director of Revenue, Managing Principal and Office Managers, as needed, to update pipeline information

Deal Documentation, Commissions Accounting, Invoice Processing/Coding

o Escalation point for questions related to deal documentation, split validation, and payment status

o Work with Legal Counsel to determine if changes to standard contracts/agreements are required

o Understand expense policy for compliance and correct coding

o Work with Director of Revenue, Office Manager, and fee-earners, to review all deal expenses associated with a closed deal

o Review reports from Commission Accounting on outstanding receivables and work with market leadership and fee-earners to determine strategy for collecting payments

o Approve and escalate write-offs or use of collection agency for outstanding receivables over certain limit

Expense Reports

o Ensure the market or sub-region has an appropriate methodology for expense report approval and ensuring that expenses are appropriate and within policy or individual contract

o Review and approve business case for necessity of expenditure

Recruiting/Hiring/On-boarding Staff

o Work with HR to develop job descriptions for identified opening

o Mentor current staff in support of growth and role expansion within the company

o Interview candidates for various positions

o Determine start date, department, manager, etc.

o Ensure appropriate process flow and approvals are obtained through WorkDay

o Prepare and deliver annual performance reviews, KPI’s and bonus recommendations

o Work in conjunction with HR on performance issues

o Ensure compliance with record keeping and policy adherence

Other Administrative Duties

o Work with Office Manager to track broker licenses, professional memberships, and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions required

o Coordinate any move with Office Managers and Office Coordinator; Design seating plan with Managing Principal


o Implement emergency preparedness plan

o Track vacancy and utilization metrics within office

o Work in conjunction with IT, Real Estate to design seating plan and coordinate all moves and changes

o Manage required adjacencies, anticipated recruiting, and attrition

o Perform administrative duties in the absence of Office Manager, such as tracking broker licenses and professional memberships, managing onboarding of new hires, ensuring business continuity, coordinating moves, and tracking vacancies and utilization

o Employee tracking for allocation, service line distinction, titles, etc

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.