Job Title

Operations Support Manager:

Job Description Summary

The Operations Support Manager leads Business Operations support functions that enable scale, accuracy, and operational discipline across the account. This role owns People Data workflows and governance (Workday and adjacent systems), travel operations support, operational controls for high-volume administrative processes, and Smartsheet workflow enablement. The manager leads a team of specialists and hourly administrators, drives continuous improvement, and partners cross-functionally with Finance, HR/People Support, Operations, and program owners to ensure services are delivered with quality, speed, and strong compliance.

Job Description

Key Responsibilities

Business Operations Governance & Financial Discipline

• Align Business Operations activities to the annual account budget by partnering with Finance to review requests, forecast spend, and ensure expenditures follow established approval frameworks.
• Develop and maintain approval processes for operational spend (e.g., phones, purchase orders, and related requests), ensuring clear controls, documentation, and audit-ready records.
• Support pilots and operational changes (e.g., “Site Phones” at transition sites), including measurement, comparison analysis, and recommendation delivery.

People Data Operations & Roster Integrity

• Own end-to-end People Data workflows supporting onboarding, job/role changes, roster accuracy, and organizational data integrity across Workday and related HRIS systems.
• Drive data quality controls, reporting, and monitoring routines that proactively identify errors and reduce rework and downstream impacts.
• Partner with HR/People Support and HR Services to standardize intake, clarify ownership, and reduce defect rates through clear handoffs and actionable reporting.

Smartsheet Workflow & Automation Ownership

• Build and maintain Smartsheet solutions to enable scalable Business Operations and People Data workflows, including intake forms, trackers, approvals, automations, reports, dashboards, and stakeholder views (e.g., Dynamic View).
• Establish Smartsheet governance standards (data quality, naming conventions, permissioning/access controls, auditability, and documentation) to ensure accuracy, transparency, and compliance.
• Use Smartsheet reporting to monitor workflow health (volume, cycle time, defect rates, backlog) and drive continuous improvement and proactive issue escalation.

Process Improvement & Operational Excellence

• Identify, prioritize, and eliminate inefficiencies in core workflows; deliver measurable improvements (e.g., cycle-time reduction, reduced defects, reduced cost, improved transparency).
• Build project plans, maintain trackers, and escalate risks that impact service delivery, timelines, or compliance.
• Establish SOPs, training, and documentation that enable consistent execution and scalable onboarding of new team members.

Cross-Functional Collaboration & Customer Support

• Strengthen cross-team collaboration by closing task gaps between People Data and People Support through workflow analysis, reallocation proposals, and implementation of shared/standardized processes.
• Evaluate the impact of operational changes on field teams through surveys, structured check-ins, and stakeholder feedback; develop action plans to address negative impacts within defined timelines.
• Provide responsive, service-minded support to internal customers while maintaining strong governance and consistency.

Team Leadership & Development

• Lead, coach, and performance-manage a team (specialists and hourly administrators), including hiring, training, cross-training, and workload balancing.
• Assess team strengths and interests through performance reviews and 1:1s; align work accordingly and implement adjustments that improve capability, coverage, and engagement.
• Build a culture of ownership, continuous improvement, and customer-focused execution.

Qualifications

• 5+ years in business operations, operations support, people operations, or a related function.
• Demonstrated experience in process improvement, workflow design, and operational controls (Lean/Six Sigma knowledge a plus).
• Strong analytical and reporting capability (Workday reporting experience strongly preferred; Power BI/SQL a plus).
• Proven ability to lead teams, manage competing priorities, and execute in a high-volume environment.
• Excellent written and verbal communication skills; able to partner effectively across Finance, HR, and Operations.
• High integrity and discretion handling sensitive/confidential information.
• Strong proficiency in Microsoft Office (Excel and PowerPoint required).
• Advanced Smartsheet experience required (building and administering sheets, forms, workflows/automations, reports, dashboards, permissioning/Dynamic View, and process governance).
• Demonstrated experience using Smartsheet to manage high-volume operational workflows, approvals, cross-functional trackers, and operational reporting.

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: $ 80,750.00 - $95,000.00

C&W Services 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 HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”