[Remote] Account Operations Lead

Note: The job is a remote job and is open to candidates in USA. Cushman & Wakefield is a global leader in commercial real estate services, and they are seeking an Account Operations Lead to execute core account operations functions. This role is critical in driving performance, consistency, and client satisfaction by managing daily outputs and supporting internal communications and training.

Responsibilities

• Account Operations & Governance – responsible for executing the following activities:
• KPI tracking, reporting, and performance analysis, including identification of risks and corrective actions
• Preparation, aggregation, and submission of governance materials (QBRs, monthly reports, scorecards, etc.)
• Change control tracking and coordination for governance submission and approvals
• Monitoring service delivery performance, including PO violations, invoice exceptions, and operational risks
• Tracking and driving closure of action items from governance calls, operating reviews, and client meetings
• Supporting contract management processes, including escalations, compliance tracking, and documentation
• Operating Rhythm & Deliverables – responsible for executing the following activities:
• Assistance with development of content and coordination for QBRs, monthly reviews, and other client-facing meetings
• Creation of client-ready presentations, reports, and supporting materials
• Coordination of meeting logistics, agendas, and follow-ups across account leadership forums
• Supporting financial and operational insights reporting (including visibility into risks, trends, and opportunities)
• Assisting with benchmarking, business case inputs, and growth opportunity materials
• Communications & Engagement – responsible for executing the following activities:
• Development and distribution of internal account communications (emails, newsletters, All Staff materials, etc.)
• Supporting leadership with preparation for Town Halls, client meetings, and internal presentations
• Translating operational updates and complex information into clear, structured communications
• Maintaining consistency and quality across all account messaging and presentation materials
• Training, Enablement & Knowledge Management – responsible for executing the following activities:
• Supporting onboarding and offboarding coordination, including process tracking and documentation
• Development and maintenance of playbooks, process documentation, and policy/procedure libraries
• Creating and maintaining training materials and enablement resources
• Supporting knowledge management tools (e.g., SharePoint), ensuring content is current and accessible
• Providing ad hoc support for training sessions, Q&A, and process adoption
• Operational Support & Program Execution – responsible for executing the following activities:
• Supporting cross-functional initiatives and operational programs through coordination and task execution
• Tracking progress across initiatives, identifying risks, and escalating issues as needed
• Assisting with change management efforts, including communication, documentation, and stakeholder coordination
• Providing ad hoc operational and administrative support for client and account needs
• Supporting office/retail meetings and other operational forums as required
• Other skillsets
• Ability to operate effectively in ambiguous environments, bringing structure, clarity, and forward momentum with limited direction
• Comfortable navigating evolving priorities and undefined processes, with the ability to adapt quickly while maintaining quality and focus
• Strong execution and task management across multiple priorities
• Process documentation and continuous improvement mindset
• Change management and operational enablement
• Training and content development
• Data interpretation and performance tracking
• Presentation development and structured storytelling

Skills

• Bachelor's Degree preferred
• 3–7+ years of related experience in operations, program coordination, account management, or similar roles
• Strong proficiency in Microsoft Office Suite (PowerPoint, Excel, Word) and collaboration tools (SharePoint, Teams, etc.)
• Strong organizational and execution skills, with the ability to manage multiple priorities simultaneously
• Ability to analyze data, identify trends, and support development of actionable insights
• Strong written and verbal communication skills, including development of professional presentations and materials
• Ability to work in a fast-paced, matrixed environment with multiple stakeholders
• High attention to detail and commitment to quality and accuracy
• Ability to follow through on tasks, drive completion, and escalate when needed
• Working knowledge of process improvement, documentation, and operational workflows
• Ability to operate effectively in ambiguous environments, bringing structure, clarity, and forward momentum with limited direction
• Comfortable navigating evolving priorities and undefined processes, with the ability to adapt quickly while maintaining quality and focus
• Strong execution and task management across multiple priorities
• Process documentation and continuous improvement mindset
• Change management and operational enablement
• Training and content development
• Data interpretation and performance tracking
• Presentation development and structured storytelling

Benefits

• 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
• Competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements

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