Account Operations and Performance Manager

Cushman & Wakefield

Operations and Performance Manager responsible for driving operational excellence for strategic client accounts. Leading change management, risk management, and performance improvement initiatives.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $106,250 - $125,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in account performance management, operational execution, and change management, with a strong focus on continuous improvement and stakeholder collaboration. Proficient in developing performance metrics, managing complex client accounts, and utilizing advanced tools for reporting and analytics.

Highest-signal resume keywords

Account Performance ManagementChange ManagementLean Six Sigma CertificationAdvanced SharePoint AdministrationData Analytics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI ManagementSLA ReportingPerformance ImprovementProject ManagementOperational DocumentationProcess ImprovementPerformance DashboardsGovernance ProcessesRisk ManagementStakeholder Engagement

Soft Skills

LeadershipCommunicationProblem-SolvingOrganizational SkillsPresentation Skills

Tools & Technologies

Microsoft 365Google WorkspaceSharePointAnalytics ToolsDashboards

Certifications & Qualifications

Lean Six Sigma Certification

Industry Keywords

Account ManagementBusiness OperationsContinuous ImprovementCross-Functional TeamsClient Accounts

About the role

Key responsibilities & impact

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
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
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
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
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
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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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