Operations Manager

Cushman & Wakefield - San Francisco, CA3.9

Full-timeEstimated: $61,000 - $84,000 a year
Job Description


Responsible for managing local office support operations for services within a specified market. This role will ensure that administrative and operational functions are provided to local offices in an efficient and effective manner. The Office Manager will provide management oversight for Office Coordinators in their own office. They will work closely with the Director of Operations, Managing Principal and fee-earner(s) within the market to provide support and implement strategic initiatives.

Key responsibilities
Manage Office Operations

Creatively solve problems to ensure the market’s offices operate in an efficient and effective manner
Provide formal leadership, mentoring and supervision to the administrative and office operations staff
Organize, assist, oversee and lead internal meetings and events
Collaborate with counterparts in other markets to learn and utilize best operational practices
Evaluate and document innovative service delivery options and share insights across markets
Ensure that education, credentials and licensing of staff is current
Provide oversight for recruiting, onboarding, performance management, employee coaching, counseling and policy adherence in conjunction with HR
Take timely action with Human Resources to correct unsatisfactory conditions or performance issues
Oversee and manage the purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.)
Oversee mail room operations and staff (i.e., mail sorting, postage machine, fax machines)
Oversee office technology implementations, upgrades, support, facilities, telecommunications, emergency preparedness and business continuity planning
Ensure corporate standards and internal company processes and systems are leveraged
Act as a role model for the office staff
Coordinate and distribute work between Director of Market Operations and Administrators, if roles exist within local office
Support Sales and Transactions

Track all listings and signs
Work with sign vendor
Track listing expirations and work with fee-earner, Project Coordinator, and sign vendor to take action on expired listings
In the absence of functional leadership, manage research, marketing, and service delivery staff to best serve fee-earners in delivery of material
In the absence of functional leadership, work with fee-earners to deploy teams of research, marketing, and service delivery staff based on level of effort and expertise required for delivery of material
Strategic Planning / Budgeting

Work with Director of Market Operations to draft and finalize budget (revenue and expenses)
Solicit input from service line, fee-earners and market leads at pre-budget meetings regarding recent wins, pipeline activity, anticipated recruiting and attrition, capital spend, etc.
Work with FP&A and Director of Market Operations to build annual budget for office
Incorporate pipeline information, as needed
Pipeline Management, Revenue Reporting and Forecasting

Help promote culture of compliance within office for fee-earners and Project Coordinators to routinely update CRM system
Communicate and enforce guidelines on updating CRM system within office
Work with Director of Market Operations to follow up with fee-earners, Project Coordinators, and Office Managers, as needed, to update pipeline information
Track Listings and Deal-Related Expenses

Enter and update opportunity information in CRM system according to prescribed guidelines
Maintain tracking of expenses related to deals, using Commissions Accounting and CRM Systems
Track expense budgets for all deals and escalate concerns to Director of Market Operations, as needed
Vendor Management / Administration

Manage purchasing and maintenance of office supplies and office equipment (i.e., furniture, IT equipment, telephones, snack services, plants, etc.) by ordering through Workday, procurement, or outside vendor
Solicit and negotiate vendor bids, contracts, and pricing
Enter all new local vendors into Workday and cleanse data, if required
Coordinate Events and Conferences

Oversee any events and conferences within the market
Manage budget, firm brand, marketing, and PR
Other Administrative Duties

Track broker licenses, professional memberships, and educational requirements and follow up with fee-earners on any delinquencies or upcoming actions required
Manage onboarding for all local new hires, including preparing space and equipment
Work with Director of Market Operations on business continuity issues such as emergency plans
Coordinate any moves by designing seating plan
Work in conjunction with IT, Real Estate and management on all moves
Manage required adjacencies, anticipated recruiting, and attrition
Track vacancy and utilization metrics within office
In the absence of an Administrator role within the office, perform administrative duties such as booking travel, answering phones, managing conference spaces, receiving guests, cleaning kitchens and conference spaces, collecting and distributing mail, run copy room or copier, submitting maintenance requests (See also Administrator / Senior Administrator job profiles for more information)
Approve Expense Reports

Review and approve all expense reports and determine if expenses are appropriate and in policy in Expense system
Review business case for necessity of expenditure
Reconciliations / Period End Activities

Reconcile fee share and expense pools on a periodic basis
Submit reconciliation to Director of Market Operations and fee-earner for approval
Provide approved reconciliation to appropriate party for processing of surplus payout or shortfall collection
Recruiting/Hiring/On-boarding Staff

Work with HR to develop job descriptions for identified openings
Interview candidates for various positions
Coordinate with HR, Department Head, Office Coordinator/Office Manager, IT/Telecomm to ensure all equipment is ordered, desk is set up and ready on Day 1
Determine start date, department, manager, etc.
Use WorkDay for all HR needs (ETS in Global HQ)
Manage employees and delegate workflow
Prepare and deliver annual performance reviews and KPI’s
Work in conjunction with HR on performance issues
Ensure compliance with record keeping and policy adherence
Reporting relationship

Role will report to the following:
Managing Principal or Director of Operations

Role may have the following reports:
Operations: Receptionist, Administrator, Senior Administrator, Executive Administrator, Office Coordinator, Senior Office Coordinator, Production Specialist
Service Delivery: Project Coordinator, Senior Project Coordinator, Financial Analyst, Senior Financial Analyst, Associate, Senior Associate

Role will be evaluated on the following:
Management of costs to budget, keeping variances to a minimum
Positive attitude
Efficiency and dependability
Customer service and people skills
Market adoption and leadership of strategic corporate initiatives, such as CRM system
Desk and phone coverage
Timeliness in delivering mail, copies
Timeliness and responsiveness to requests and conflict resolution

Demonstrated experience should include:
Bachelor’s degree or equivalent experience
5-10 years of administrative support experience
2+ years of executive level support experience preferred
Exposure to project and process management
Proven ability in conflict resolution
Exposure to executive communications
Excellent written, oral, and presentation skills
Strong Microsoft Office Suite skills
Knowledge of the real estate industry and business model
Knowledge of Salesforce, Workday and budgeting software
Ability to plan, organize, and manage processes
Ability to read, comprehend, and analyze P&L statements
Knowledge of HR practices, including recruitment, interviewing, hiring, employee relations, and staff development
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.