Account Operations Director

CBRE; Charlotte (NC); Hybrid; USD 130,000 - 155,000; Full time

Benefits offered by this job

401(K)

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

CBRE seeks an Account Operations Director to oversee the operating engine of a large multi-site FM account, ensuring governance, invoicing, and data integrity. You will lead cross-functional teams and manage AI-enabled workflows to deliver recurring client deliverables.

The role requires deep experience in FM/account operations, strong Excel and financial skills, and the ability to influence without formal authority. Compensation ranges with strong benefits and a discretionary bonus.

Qualifications

• Bachelor's degree preferred, 8–12 years in FM or account operations.
• Experience running client governance on large multi-site accounts.
• Proven ability to lead matrixed, cross-functional teams.

Responsibilities

• Oversee client governance cycle, meetings, agendas, minutes, and reports.
• Own monthly accruals, invoicing, and SLA performance tracking.
• Build KPI dashboards and ensure data accuracy across systems.
• Lead AI workflows, set data usage rules, and verify outputs.
• Coordinate daily activity across finance, procurement, field ops, and tech.

Skills

Advanced Excel

AI workflows

Data-driven decision making

Stakeholder management

Financial acumen

Written communication

Leadership without direct reports

Education

Bachelor's degree preferred

Experience in FM or account operations

Tools

CMMS platforms

Financial systems

MS Office (Word, Outlook, PowerPoint, Teams)

Job description

About The Role

As a CBRE Account Operations Director, you will oversee the operating engine of a large, multi-site facilities management (FM) account: the client governance cycle, work order and financial operations, provider performance and compliance, and the data and technology that hold it together. You will own the recurring deliverables client leadership reviews each week and the internal systems that produce them. This role is responsible for delivering against a managed services agreement. You will report directly to the account leader and deliver through shared resources across the account and the wider CBRE organization rather than a direct team.

What You’ll Do

• Own the account's client governance cycle, including recurring operational and leadership meetings, agendas, minutes, aged work order reporting, and client-facing presentations and reports.
• Maintain the account action item tracker and issue weekly assignments to the field team with clear owners, priorities, and due dates.
• Triage inbound client requests and commitments so nothing owed to the client goes unanswered, and prepare the account leader for client and internal leadership conversations.
• Own the monthly accrual, including estimates on completed but uninvoiced work, reversals, and the cumulative ledger delivered to finance.
• Manage invoicing operations against the client's contractual charge rules, not-to-exceed (NTE) approvals, and fiscal calendar, and lead invoicing process improvements with finance and consulting partners.
• Monitor service level agreement (SLA) performance, aged work orders, and quote-cycle times; convert that data into actions for the field team and explanations for the client.
• Serve as the account's authority on the managed services agreement, including scopes of work, pricing structure, and compliance requirements, and fact-check contract citations in client deliverables.
• Lead provider and vendor escalations, including accounts receivable disputes, providers contacting the client directly, do-not-use determinations, and safety compliance gaps, working from CBRE's settled positions.
• Run bid leveling on multi-provider quotes: normalize scope first, price second, and recommend an award.
• Prepare site access and work plan documentation required for subcontractor work on client property.
• Support the capital projects program, including condensing facility condition assessments into executive summaries for client leadership.
• Ensure data accuracy across operating systems and build KPI dashboards that give account and client leadership a clear, current view of performance. Turn operational data into recommendations, not just reports.
• Own the account's technology roadmap, including computerized maintenance management system (CMMS) platforms, analytics tools, and automation, and partner with CBRE's digital and technology teams to deliver it.
• Design, build, and maintain the account's applied AI workflows on CBRE-approved platforms: reusable, documented instructions that turn transcripts, work order exports, and financial extracts into recurring deliverables. Verify every AI-produced output before it reaches a client and improve the workflows as the account changes.
• Set the standard for how the account uses AI, including what data is appropriate to use, how outputs are checked, and where human judgment is required.
• Direct the work of shared resources across finance, procurement, field operations, and technology who do not report to you. Set priorities, secure commitments, and hold contributors to deadlines through influence rather than authority.
• Coordinate daily operational activity across those contributors: assign tasks, track deadlines, and close gaps between back-office functions and the teams that face the client.
• Lead by example and model behaviors consistent with CBRE RISE values. Negotiate with providers, partners, and client stakeholders of divergent interests to reach a common goal.
• Identify and solve complex operational problems and significantly improve existing methods, processes, and standards.

What You’ll Need

• Bachelor's degree preferred with 8-12 years of relevant experience in FM, integrated facilities management, or account operations. In lieu of a degree, a combination of experience and education will be considered.
• Experience running client governance on a large, multi-site account. Transportation or government client experience preferred.
• A track record of delivering results through people who do not report to you: matrixed teams, shared services, or cross-functional partners.
• Applied AI competence, demonstrated rather than described: you have built and maintained AI-assisted workflows that produce real work product on a recurring schedule, you can explain how you check AI output for accuracy and decide what a model should and should not touch, and you can teach others to do the same.
• Working knowledge of CMMS platforms and financial systems. Specific platforms can be learned on the job; the ability to move between systems and reconcile their data cannot.
• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.
• Advanced Excel skills. In-depth knowledge of Word, Outlook, PowerPoint, and Teams.
• Expert organizational skills and an advanced inquisitive mindset.
• Sophisticated math skills, including percentages, accruals, and other financial calculations.
• Clear, plain writing. Much of this role is written communication to a client that values directness.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Account Operations Director position is $130,000 annually and the maximum salary for the position is $155,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

Candidate Accommodations: CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).