Head of Revenue Operations

Job Title

Head of Revenue Operations

Job Description Summary

Head of Revenue & Operations to accelerate growth and strengthen execution across our property management platform. This role blends strategic revenue leadership with hands-on operational ownership: identify and develop new and existing recurring revenue opportunities, then build and run the programs, tools, and processes that convert those opportunities into durable results.

The role will lead a team and be both accountable and directly responsible for key revenue and operational outcomes—setting strategy, managing performance, and stepping in to execute where needed. Success also requires strong cross-functional influence: align and drive adoption to deliver consistent standards, measurable service quality, and sustained growth.

Job Description

Leadership, Influence & Accountability

• Lead, coach, and develop direct reports across revenue and/or operations functions; set goals, operating cadence, and performance expectations.
• Create and manage a regional staffing and coverage model (capacity planning, hiring plans, succession, training paths) to support growth and consistent service delivery.
• Influence stakeholders outside your direct org chart to drive adoption of programs, tools, and standards; build alignment through clear goals, shared metrics, and operating cadence.
• Maintain end-to-end accountability for outcomes while remaining willing to execute critical work personally (e.g., key accounts, partner enablement, process buildout) as the team scales.
• Establish clear ownership and handoffs across teams using a simple accountability framework (e.g., RACI) and measurable SLAs.
• Strategic Growth Leader: partner with leadership to define the recurring revenue roadmap—offerings, pricing approach, target segments, partner motions, and quarterly growth priorities.
• Tactical Operator: build and run the operational machinery—SOPs, CRM discipline, dashboards, handoffs, SLAs, billing/renewal workflows—until it is consistent, measurable, and scalable.

Key Responsibilities

Recurring Revenue Growth & Offering Development

• Identify, validate, and scale recurring revenue sources aligned to property management customer needs and portfolio requirements.
• Translate market and customer insights into productized, repeatable offerings with clear scope, deliverables, service levels, and pricing guidance.
• Improve expansion and retention through structured renewal programs, service adoption, upsells/cross-sells, and churn reduction.
• Build and continuously improve a growth playbook (ICP, qualification, proposal standards, follow-up cadence, renewal/expansion triggers) and ensure team adoption.
• Partner with leadership on forecasting, targets, and quarterly growth initiatives.

Owner/Customer Engagement, Feedback Systems & Retention

• Serve as a senior point of contact for key owner relationships—leading discovery, value reviews, renewals, and escalations.
• Implement a customer operating rhythm (onboarding milestones, scheduled touchpoints, service health checks, feedback loops) that increases trust and contract longevity.
• Drive adoption of customer/tenant survey tools (selection/implementation where needed), establish scorecarding (CSAT/NPS and operational feedback), and ensure insights translate into measurable service improvements and retention outcomes.

Regional Operating Governance & Standardization

• Own portfolio-wide operating standards and ensure consistent execution across properties: SOPs, communication protocols, meeting cadence, escalation paths, and service-level commitments.
• Run a regional operating cadence (weekly/monthly) to review performance vs. standards, prioritize initiatives, and drive corrective action plans.
• Build and maintain scalable documentation (playbooks, templates, training materials) that makes delivery repeatable and reduces reliance on tribal knowledge.

Service Quality Assurance Across the Portfolio

• Implement a regional QA program: inspections/assessments, workflow reviews, and reporting accuracy checks to ensure service quality and consistency.
• Establish and track service delivery KPIs (e.g., responsiveness, on-time deliverables, quality/rework) and lead initiatives that improve tenant/occupant experience.
• Coordinate cross-functional resolution of recurring issues using root-cause analysis and standardized fixes.

Collaboration with Leasing Teams

• Partner closely with leasing to improve retention and leasing outcomes through better operational readiness, tenant experience, and coordinated communications.
• Create clear PM–leasing handoffs and shared workflows (move-ins/outs, tenant issues impacting renewals, space readiness, and service expectations), supported by defined SLAs and reporting.

Partner Education & Channel Development

• Build and manage partner programs that drive recurring revenue growth; set targets and track partner performance.
• Develop partner enablement materials (one-pagers, case studies, FAQs, referral kits) and deliver training to improve referral quality and conversion.
• Establish partner tracking and accountability (partner-sourced pipeline, conversion, attach rate, recurring revenue contribution).

Operational Programs, Process Implementation & Scale

• Build and document SOPs for customer intake, onboarding, communication cadence, service delivery workflows, reporting, billing, and renewals.
• Implement scalable tools and automation (workflow management, templates, standardized reporting) to improve speed, quality, and consistency.
• Lead change management: drive adoption, set accountability, run operating cadence meetings, and coach teams (including dotted-line stakeholders) to execute consistently.

What Success Looks Like

• A clear, repeatable system for building, retaining, and expanding recurring property management revenue.
• A portfolio operating with consistent standards, measurable service quality, and an owner/tenant feedback engine (survey-driven insights) that improves retention.
• A team with clear accountability, scalable staffing, and an operating cadence that enables substantial growth without service degradation.
• Strong cross-functional alignment (PM, accounting, leasing, and leadership) with adoption of shared processes, tools, and metrics.

Key Metrics (Examples)

• Recurring revenue growth and gross margin
• Renewal rate, churn reduction, net revenue retention (NRR), expansion revenue
• SLA performance, response times, rework/error rate, QA audit outcomes
• Survey adoption rate, CSAT/NPS trends, closed-loop issue resolution time
• Partner-sourced pipeline and recurring revenue contribution
• Collections timeliness and billing accuracy

Qualifications

• 15+ years in revenue leadership, operational leadership, and/or senior roles within property management or adjacent CRE services.
• Track record building and scaling recurring revenue programs and improving retention/expansion.
• Demonstrated ability to design workflows, implement systems/tools, and drive cross-functional adoption (change management).
• Experience leading teams with clear performance management and coaching discipline; comfort building staffing plans and capacity models.
• Proven ability to influence without authority across functions and seniority levels; strong stakeholder management and communication skills.
• Proficiency with core operations tooling (e.g., CRM/workflow platforms, Excel/Sheets, billing/invoicing systems), plus survey/feedback platforms.

Core Competencies

Builder mindset • Strategic + hands-on execution • People leadership • Influence without authority • Regional standardization • Service quality discipline • Data-driven operating rigor • Customer empathy + commercial edge • Clear communication and training • High ownership and follow-through

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: $ 212,500.00 - $250,000.00

Cushman & Wakefield 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 Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”