Operations Manager - Mountain View CA Job ID 208160 Posted 25-Feb-2025 Service line GWS Segment Role type Full-time Areas of Interest Customer Service, People/Human Resources, Project Management Location(s) Mountain View - California - United States of America **ABOUT THE ROLE:** Under general direction, this role calls for a dynamic and versatile leader capable of effectively managing a team, driving process improvements and cultivating strong partnerships. The ideal candidate will lead daily operations and a team supporting a vibrant Arts Workplace Experience program, serving as the primary client contact. Responsibilities include maintenance and management of existing workflows, spearheading improvement initiatives, developing new operational processes and building strong relationships with internal and external stakeholders. Success will be measured by the effective and efficient achievement of program objectives, as demonstrated by meeting established KPIs and SLAs. Workplace Programs give employees access to amenities and perks such as art and hobby classes and lessons, as well as amenity spaces like music practice rooms. **WHAT YOU’LL DO:** Must have or develop a deep understanding of the scope of work with the purpose of managing team workload, stepping in where necessary and delegating tasks. These include but are not limited to tasks as it relates to an Arts program: administrative tasks, process documentation, dashboards, customer service, general event operations, registration, marketing and space management. Provide clear direction, prioritization, and guidance to the team to ensure deadlines are met. Proactively identify and solve problems to boost efficiency and create new operational processes. Implement or refine existing frameworks to streamline team execution. Recommend and implement best practices for workflows and collaboration. Serve as the primary point of contact for the client, building and maintaining a strong relationship while also partnering effectively with external stakeholders and vendors who provide support to the program. Proactively identify and flag potential risks and opportunities related to the program by using critical thinking skills. Communicate effectively with all stakeholders, confidently crafting and delivering meeting agendas and timelines. Responsible for analyzing business metrics and strategically managing project resources. Conduct studies and compile data for monthly and quarterly business reviews, providing insightful recommendations for program improvement. Master the use of relevant technical tools, including third-party registration software and dashboards, to enhance team efficiency and daily operations. Identify and implement automation solutions to streamline tasks and reduce manual effort wherever possible. Responsible for troubleshooting and resolving complex inquiries and requests from internal and external stakeholders. Develop project plans, including personnel and fiscal requirements to achieve defined objectives. Provides updates relative to project in a clear and concise manner. Lead and facilitate communication of best practices, policies, procedures, and initiatives to support operations. Ensure shared knowledge to implement process improvements. Facilitates process improvement by engaging appropriate resources in issue identification and resolution. Act as system administrator for specialized software utilized by the program to support its operations. Maintains systems by researching and resolving problems, maintaining system integrity, and security. Prepares and provides training and reference material to assist users. May train new team members on policies, procedures, processes, administration and governance. Responsible for overall performance and execution of the client’s workplace program. To that end, other duties not outlined in this job description may be assigned. For example, acting as a coordinator to cover staffing gaps, responding to ticket escalations, traveling to various locations in the Bay Area to set up spaces related to events or overall program, etc. Ability to work in a fast-paced environment and in ambiguity required; highly adaptable and flexible. **SUPERVISORY RESPONSIBILITIES** Provides formal supervision to individual employees within the program. Is responsible for understanding and guiding their general duties, helping to prioritize and making recommendations to streamline processes. Recommends staff recruitment, selection, promotion, advancement, corrective action, and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values. **WHAT YOU’LL NEED:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor's Degree (BA/BS) or equivalent from four year college or university plus a minimum of five to eight years related work experience to include operations, business, hospitality, or equivalent combination of education and experience. Previous Team Lead or Supervisor related experience preferred. **CERTIFICATES and/or LICENSES** None **COMMUNICATION SKILLS** Comfortable communicating critical business expectations via email and chat channels, in addition to in-person meetings. Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable, and courteous service to internal and external stakeholders. Ability to effectively present information. Ability to respond effectively to sensitive issues. Comfortable meeting and interacting with new people. Warm and engaging demeanor, and the ability to assess circumstances, empathize and offer help. **FINANCIAL KNOWLEDGE** Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages and using this information to create charts and report on findings. **REASONING ABILITY** Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills. **OTHER SKILLS and/or ABILITIES** Advanced proficiency in Google Suite preferred. Able to quickly learn and adapt to systems within CBRE and the client company. Able to create graphs, presentations, and other reporting visuals in Google Workspace as necessary. **SCOPE OF RESPONSIBILITY** Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to program service delivery. CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Operations Manager position is $120k annually and the maximum salary for the Manager position is $130k annually. The compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. **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 recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada). **NOTE:** Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter. Host Host is a service line of CBRE, the world's largest commercial real estate organization. Our mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. Put simply: our goal is to help people work smarter and delight in doing it. Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host’s scalable product suite includes concierge-quality services provided by talented CBRE “hosts”; world-class customer service training and certification; and a powerful, enterprise-grade technology platform. The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services. Find out more (https://www.cbre.com/services/plan-lease-and-occupy/experience-services) CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)