Account Operations Manager

CBRE Group, Inc.; Marlborough, Northern (MA, KY); On-site; USD 90,000 - 120,000; Full time

Job summary

CBRE Group, Inc. is seeking an Account Operations Manager to direct maintenance management staff and safety programs for small to medium facilities. You will oversee daily operations and ensure high-quality service delivery aligned with client expectations.

The role emphasizes leadership, process improvement, and cost controls, with a focus on safety compliance and KPI achievement across codes and regulations.

Qualifications

• Bachelor's degree preferred with 3–5 years relevant experience; in lieu of degree, combination of experience and education considered.
• Experience in staffing, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complex information and convey performance expectations.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness.
• In-depth knowledge of Microsoft Office products (Word, Excel, Outlook).

Responsibilities

• Provide formal supervision to employees; monitor training & development, conduct evaluations and coaching, and oversee hiring.
• Coordinate and manage daily team activities; set schedules, assign tasks, cross-train staff, track deadlines.
• Promote capabilities and identify sale opportunities to potential clients.
• Track vendor performance on outsourced provider contracts and ensure best pricing and SLAs.
• Ensure safety and compliance with codes and regulations; develop operational service delivery playbooks.
• Develop account operations plans and documented playbooks for service delivery.
• Evaluate utility consumption rate structures and suggest cost-reduction programs.
• Monitor maintenance effectiveness and ensure work meets account KPIs.
• Perform client account inspections; document results and address issues with client.
• Lead by example and align with CBRE RISE values; resolve conflicts and reach agreements.
• Identify and resolve day-to-day and moderately complex issues within systems and processes.

Skills

Team leadership

Staff development

Performance coaching

Staffing

MS Office

Analytical skills

Problem solving

Education

Bachelor's degree

Tools

MS Office

Job description

About the Role:

As a CBRE Account Operations Manager, you will direct and oversee the maintenance management staff and safety programs for small to medium-sized facilities or properties.

This job is part of the Contract Quality Management job function. They are responsible for managing the delivery of contractual services to ensure requirements are fulfilled.

What You’ll Do:

• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Promote organizational capabilities and identify sale opportunities to potential clients.
• Track vendor performance on outsourced provider service contracts and ongoing administration. Verify best pricing and service level performance.
• Manage account programs aimed to ensure safety and compliance with national, state, and local codes and regulations.
• Assist with the development of operational service delivery solutions to include documented playbooks, account operations plan, etc.
• Manage ongoing evaluation of utility consumption rate structures and suggest cost reduction programs.
• Monitor the effectiveness of maintenance efforts for facilities, ensuring work is completed under account KPIs.
• Responsible for client account inspections. Document inspection report results and rectify any issues, concerns, etc. with the client.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Apply knowledge of own discipline and how own discipline integrates with others to achieve team and departmental objectives.
• Identify, troubleshoot, and resolve day-to-day and moderately complex issues which may or may not be evident in existing systems and processes.

What You’ll Need:

• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.
• Intermediate math skills: add, subtract, multiply, divide. Ability to calculate intermediate figures such as percentages discounts and commissions.