Vice President, Account Operations Leader

Overview

This role is a Remote position out of various locations listed. This posting is for an existing vacancy within the organization.

The Business Operations and Account Performance Lead serves as a strategic business partner supporting one or more enterprise occupier accounts. Responsibilities include driving operational performance, financial management, business intelligence, governance, reporting, and continuous improvement initiatives to enhance account performance and client satisfaction.

Success in this role requires strong business acumen, analytical rigor, executive presence, and the ability to transform complex operational and financial information into actionable recommendations.

Responsibilities

Account Governance & Client Delivery

• Lead the development and execution of account governance programs, operational reviews, and executive reporting initiatives.
• Coordinate Quarterly Business Reviews, governance meetings, and performance review discussions with client stakeholders.
• Develop client-facing presentations, executive summaries, performance scorecards, and leadership communications.
• Ensure consistency, accuracy, and alignment across client deliverables, reporting packages, and service line communications.
• Support annual business planning, strategic planning, and account operating plan initiatives.
• Identify operational risks, opportunities, and trends impacting account performance and recommend appropriate actions.

Financial Management & Performance Analysis

• Develop and maintain account financial forecasts, profitability models, and operational performance reporting.
• Monitor EBITDA performance, profitability trends, revenue forecasts, and budget performance using Power BI and related reporting platforms.
• Analyze financial and operational trends to support strategic business decisions and account planning.
• Partner with Finance and Account Leadership to support budgeting, forecasting, accruals, profitability reviews, and financial governance.
• Support purchase order management, invoicing processes, revenue tracking, and financial reconciliations.
• Prepare quarterly and annual financial reviews comparing actual performance against forecasted results.
• Identify opportunities to improve account profitability, operational efficiency, and financial performance.

KPI & Performance Management

• Oversee KPI collection, validation, governance, and reporting across account functions.
• Monitor performance against service level agreements, client objectives, operational commitments, and strategic priorities.
• Develop executive dashboards and performance scorecards with meaningful business insights.
• Support development and implementation of performance improvement plans when operational gaps or risks are identified.
• Establish performance measurement frameworks that improve accountability and visibility across service delivery teams.

Business Intelligence & Reporting

• Develop and maintain advanced reporting solutions using Excel, Power BI, and business intelligence tools.
• Consolidate, validate, and analyze data from multiple operational and financial systems.
• Produce monthly, quarterly, and annual reporting packages supporting account leadership and client stakeholders.
• Deliver profitability analysis, savings reporting, portfolio reporting, operational scorecards, and executive dashboards.
• Translate complex data into concise business insights and actionable recommendations.
• Support data governance initiatives that improve reporting accuracy, consistency, and transparency.

Operational Excellence & Continuous Improvement

• Identify opportunities to improve business processes, governance controls, operational consistency, and reporting effectiveness.
• Develop and implement process improvement initiatives across service lines and account functions.
• Create scalable reporting frameworks and standardized operating procedures.
• Lead initiatives focused on workflow optimization, productivity enhancement, and service delivery improvements.
• Support change management efforts related to operational enhancements and strategic initiatives.

Cross-Functional Leadership

• Partner closely with the organization’s and client teams including Finance, Procurement, Transaction Management, Lease Administration, Project Management, Workplace Strategy, and Occupancy Planning.
• Lead operational reviews, KPI discussions, governance meetings, and account performance discussions.
• Present business performance, operational metrics, strategic recommendations, and improvement opportunities to leadership and client stakeholders.
• Influence decision-making across matrixed teams without direct reporting authority.
• Support complex account initiatives, strategic projects, and business transformation efforts.

Supplier Diversity & Strategic Programs

• Lead supplier diversity reporting, governance, and performance monitoring efforts.
• Track diverse supplier participation and identify opportunities to expand engagement.
• Manage supplier diversity reporting platforms and performance metrics.
• Support client diversity, inclusion, sustainability, and responsible procurement initiatives.
• Develop client-facing communications and reporting highlighting program achievements and opportunities.
• Collaborate with suppliers, procurement teams, and client stakeholders to advance strategic program objectives.

Compliance, Controls & Revenue Assurance

• Review transaction, revenue, and operational documentation for compliance and accuracy.
• Support revenue recognition, invoicing governance, and accounts receivable management activities.
• Monitor payment status and support issue resolution where required.
• Assist with revenue recovery initiatives and operational problem resolution.
• Establish and maintain operational controls that improve reporting integrity, financial accuracy, and governance compliance.
• Identify operational risks and implement mitigation strategies to protect client and business interests.

Requirements

• 7-12 years of experience in commercial real estate operations, business operations, finance, consulting, analytics, or related functions.
• Bachelor's degree in Business, Finance, Real Estate, Economics, Analytics, or a related discipline.
• Experience supporting large corporate clients, enterprise accounts, or complex service delivery environments.
• Experience supporting Fortune 500 clients and multi-market portfolios.
• Knowledge of transaction management, lease administration, occupancy planning, project management, procurement, or account operations functions.
• Strong financial analysis, forecasting, reporting, and business intelligence capabilities.
• Advanced proficiency in Power BI, Microsoft Excel, financial modeling, and reporting tools.
• Demonstrated ability to prepare executive-level reports, presentations, and strategic recommendations.

Preferred Qualifications

• Not specified.

Compensation & Benefits

Compensation

• Approximate Compensation Range for Role: $143,977 to $175,000 USD
• Area/Location Specific: Various locations listed above

Bonus

• This position is eligible for an annual bonus, based on company and individual performance.

Benefits

• Employer-subsidized medical benefits including RX, dental, and vision
• Employer-paid basic life/AD&D insurance
• Short-term and long-term disability
• 401k plan enrollment with employer match
• 10 days of sick leave and a minimum of 15-days vacation annually
• Certain senior-level roles are eligible for unlimited time off
• 10 paid holidays plus two personal flex days throughout the calendar year
• Paid parental leave: 12 weeks (for birth parents) and 4 weeks (for non-birth parents, including adoptive/foster parents) after successful completion of 90 days of employment
• Individuals may be eligible for different or additional benefits under applicable state law

Location

• Remote working arrangement out of various locations listed above

Additional Information

• Applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas.
• Direct applicants only; no agencies.
• Applications will be accepted on an ongoing basis.
• It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
• Equal opportunity employer; reasonable accommodations are available for applicants who require assistance with the application or hiring process.