Senior Program Manager - Regional Portfolio Operations

At Cresa, we believe our clients deserve better. A better space to work, create, build, grow. A better outcome for their people and organization. A better partner who puts their needs first, helping them navigate the landscape, tilting the playing field in their favor and giving them an insider’s edge.

Our mission is to find and foster the best environment for every business. Our purpose is to think beyond space - strengthening those we serve and enhancing quality of life for our clients and employees. We are built to champion our clients’ aspirations through real estate. When considering partnership, we strive to connect with those who share our values: Work Together, Create Value, Be Tenacious, Enhance Community, and Embrace Diversity.

We believe in being the change. We work together to find new ways of doing things that create value for our clients — and for each other. Because there is not much that feels better than collaborating to make a positive difference each day.

At Cresa, we offer an opportunity to be part of something bigger. To learn, advance, mentor and be recognized. Your voice will be heard, and you will be valued for both your individual and team contributions.

Summary

The Senior Program Manager - Regional Portfolio Operations manages and leads the coordination of activities of the regional portfolio operations teams nationwide and vendor partners to provide complete support to the client. This position supervises a national team of Project Managers (PM), Assistant PMs, and Project Coordinators. The successful candidate has an ability to communicate clearly with all parties involved in communications, operations, including key stakeholders, internal customers, team members, and vendor partners to lead a project team around a common set of goals.

This role requires the ability to demonstrate exceptional customer service, teamwork, and attention to detail to ensure client satisfaction. Must be able to deal with ambiguity and conflict while maintaining professionalism and focus on the project goals.

In addition, this role has significant direct client interface and is critical to creating strong relationships with our clients. They are a core member of the regional team for escalating issues or risks that surface and therefore need strong problem-solving skills and an ability to provide direction to the team on how to address these situations.

*This position is required in office a minimum of 4 days a week.

Key Responsibilities

• Oversee the administrative management of regional complex projects from inception to close out.
• Oversee Master Schedule for moves and launch including the execution of communications for large team moves and support for associated functionality testing or audits
• Support Regional Associate Directors (Regional Portfolio Managers) with scheduling and management of ad-hoc MAC services
• Provide leadership to the regional operations teams that is manage administrative components of projects locally and though out the Americas from inception to close out.
• Manage a direct team that can include Leads, PMs, Assistant PMs and Project Coordinators.
• Effectively manage high-sensitivity customers, vendors, and situations at both project (tactical) and program (strategic) levels.
• Serve as support for regional issues and risk escalations and creatively solve problems and provide recommendations on the actions that should be taken.
• Strong relationship building skills with clients, representing the projects and Cresa.
• Develop and maintain complete knowledge of vendor services and capabilities, processes, and deliverables.
• Lead project coordination meetings with associated stakeholders and vendors for projects assigned (ex. Operations to Migration, Transition to operations, etc.)
• Initiate and act on program-level needs as they arise or escalate to leadership as needed.

Leadership & Strategy

• Provide strategic direction and mentorship to the regional operations teams
• Identify opportunities to streamline, automate, and scale delivery operations processes
• Serve as the primary liaison to cross-functional stakeholders including regional portfolio VPs, operations, and senior leadership
• Establish and maintain KPIs and SLAs for operational performance
• Drive accountability and professional development within the team

Qualifications

• Bachelor’s degree preferred - not required.
• Minimum 4-7 years of related experience in project management and/or real estate and facilities management.
• Working knowledge of vendor/subcontractor relationships and oversight, and operating models.
• Exceptional customer service skills and ability to interface with clients effectively.
• Working knowledge of basic financial management, including budgets, PO’s, and change orders.
• Ability to work independently, take initiative and be proactive.
• Proficiency in MS Office Suite (Word, Excel, One Drive, Visio) and SharePoint, or similar software programs.
• Excellent organization, time management, and detail orientation.
• Experience in Commercial Real Estate industry a plus.

Physical Requirements

• Must be able to move within and between client buildings more than 50% of the day.
• Must be available evenings and weekends depending on project deadlines.
• The person in this role needs to be able to occasionally lift up to 25 pounds.
• Able to travel as needed for individual projects within North America

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

NOTE: The job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; supervisors may assign other duties as deemed necessary.

Cresa is committed to developing and maintaining a diverse workforce. Cresa strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law.