Executive Director, Operations Management - OnDemand & Variable Tech Job ID 220744 Posted 11-Jul-2025 Service line GWS Segment Role type Full-time Areas of Interest Facilities Management Location(s) Dallas - Texas - United States of America Responsible for overseeing On Demands global operations to ensure the efficient, effective, and integrated delivery of mobile technician services, third-party partnerships, and call center solutions. This executive will drive operational excellence, foster strategic partnerships, champion technology-enabled processes, and lead a transformation towards digital-first engagement. The ideal candidate will be a decisive, innovative leader with deep experience in FM service delivery, large-scale operational management, and transformation programs in a global context. **Operational Leadership and Strategy** + Develop and execute a global operational strategy that aligns with the organization’s vision and growth objectives. + Oversee end-to-end service delivery for mobile technicians and 3P service providers, ensuring optimal route planning, utilization, and service quality across all geographic regions. + Align operational frameworks and service level agreements (SLAs) to meet or exceed customer expectations. **Digital Transformation and Contact Center Management** + Lead the transformation of a high-volume call center into a digitally-enabled customer service hub, leveraging self-service platforms and automation. + Develop digital-first strategies (e.g., omnichannel communication, AI-driven dispatch, analytics) to elevate customer experience and service efficiency. + Ensure rigorous performance measurement (e.g., average handle time, first-call resolution, customer satisfaction). **Process Optimization and Continuous Improvement** + Implement data-driven methodologies (e.g., Lean, Six Sigma) to drive ongoing process improvements, reduce costs, and enhance service levels. + Oversee standardization and harmonization of operational processes across regions and business units. + Champion a culture of accountability, transparency, and continuous learning within the operations function. **Financial Management and Operational Budgeting** + Collaborate with the executive leadership team to set financial targets and operational budgets, ensuring alignment with the company’s strategic plan. + Monitor and optimize cost structures, driving profitability through process improvements, strategic sourcing, and vendor management. + Evaluate capital expenditures for technology upgrades, infrastructure improvements, and new growth initiatives. **Stakeholder and Relationship Management** + Build and maintain strong relationships with clients, suppliers, and third-party service providers to ensure seamless service delivery and collaboration. + Serve as a spokesperson for operational excellence and innovation when engaging with senior clients and corporate boards. **Leadership and Talent Development** + Recruit, mentor, and retain high-performing operational leaders, creating a succession pipeline within the global operations team. + Foster a customer-centric, inclusive, and performance-driven culture that encourages collaboration and innovation. + Implement leadership development programs and skill-building initiatives to ensure continual growth of operational staff. **What You’ll Need:** + Bachelor's Degree preferred with 15+ years of relevant experience. In lieu of a degree, a combination of experience and education will be considered. + Experience in staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred. + Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems. + Motivation to impact results of a business unit, major operational segment, or enterprise-wide organization sub-function. + In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. + Meticulous organizational skills with a masterful inquisitive mindset. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future **Equal Employment Opportunity:** CBRE has 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). CBRE GWS CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies. Find out more (https://www.cbre.com/real-estate-services/directory/global-workplace-solutions) CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)