Account Operations and Performance Manager

Job Title

Account Operations and Performance Manager

Job Description Summary

The Account Operations and Performance Manager is responsible for driving operational excellence, governance, account performance, risk management, reporting, and continuous improvement across a strategic client account. This highly visible role serves as the operational backbone of the account, ensuring alignment between business strategy and execution while delivering an exceptional client experience.
The ideal candidate is a high-energy, organized self-starter with outstanding administrative, SharePoint, communication, presentation, and people leadership skills. They are highly articulate, data-driven, detail-oriented, and capable of leading change, influencing stakeholders, and managing multiple priorities in a fast-paced environment.

Job Description

Key Responsibilities

Performance & Account Management

• Develop and maintain the account performance management program that aligns to client and corporate goals.
• Manage KPI and SLA reporting, scorecards, dashboards, and governance processes.
• Lead root cause analysis, corrective actions, and performance improvement initiatives to resolution.
• Coordinate Quarterly Business Reviews (QBRs), supporting materials and executive-level reporting.
• Ensure strategic account objectives are translated into operational execution.

Governance, Risk & Compliance

• Maintain account governance, compliance, and risk management programs.
• Manage contract adherence, amendments, service-level reviews, and change requests.
• Develop and maintain risk registers, issue logs, and escalation processes.
• Facilitate leadership reviews and ensure accountability for performance outcomes.

SharePoint & Knowledge Management

• Help to provide design concepts, organize, and maintain the account SharePoint environment in conjunction with the Technology Team.
• Develop and maintain account playbooks, onboarding materials, knowledge repositories, and operational documentation.
• Standardize templates, reporting formats, and account communications.

Change Management & Continuous Improvement

• Lead organizational and operational change management initiatives.
• Partner with leadership teams to improve processes, remove waste, and drive efficiencies.
• Apply Lean, Six Sigma, and continuous improvement principles to enhance performance.
• Develop measures of success and track initiative outcomes across the account.

Technology & Reporting

• Support technology implementations and digital transformation initiatives.
• Partner with technology teams to develop dashboards, automated reporting, and analytics tools.
• Evaluate business impact and ROI of new technologies and process improvements.

Operational Coordination

• Manage the account’s Rhythm of Business calendar, including meetings, deliverables, surveys, governance activities, and strategic initiatives.
• Coordinate cross-functional activities and ensure timely execution of commitments.
• Support financial and operational processes through effective stakeholder collaboration.

Qualifications

• Bachelor’s degree in business, Operations, Project Management, Organizational Leadership, or a related field.
• 5–8+ years of experience in operations, account management, program management, business operations, or continuous improvement.
• Experience supporting large, complex client accounts and cross-functional teams.
• Proven success leading change management, performance management, and operational improvement initiatives.

Required Skills & Competencies

• Exceptional verbal, written, and presentation skills.
• Strong people management, leadership, and stakeholder engagement capabilities.
• Advanced SharePoint administration and content management expertise.
• Strong Microsoft 365 skills (Excel, PowerPoint, Teams, Word, Outlook).
• Proficiency with Google Workspace (Google Sheets, Docs, Slides, Drive, Forms).
• Excellent organizational, administrative, and project management skills.
• Experience with performance dashboards, reporting, and data analytics.
• Strong change management, process improvement, and problem-solving abilities.
• Lean Six Sigma certification or experience preferred.

Ideal Candidate Profile

We are seeking a high-energy leader who is:

• Highly organized and detail-oriented.
• A proactive self-starter who thrives with autonomy.
• Comfortable presenting to executive and client leadership teams.
• Technically proficient with both Microsoft and Google collaboration platforms.
• Passionate about continuous improvement and operational excellence.
• Skilled at building relationships, driving accountability, and leading change.

This role is ideal for a strategic operator who brings structure to complexity, drives measurable results, and creates a best-in-class account management experience for both clients and internal stakeholders.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with 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.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 106,250.00 - $125,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”