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Vice President of Account Operations



Chicago, IL, USA
Posted on Wednesday, February 14, 2024
Lessen is one of the fastest growing companies in the real estate services industry. Our proprietary technology platform provides clients with portfolio dashboards, the ability to review and approve project estimates, check in on project progress in real time and pay vendors all in one place! But we aren’t just a tech company. We are also a property service delivery company offering renovations, turns and maintenance to residential and commercial clients. Lessen recently acquired SMS Assist, an industry-leading facilities maintenance technology and delivery company. The new combined national footprint will serve more than 250,000 properties, facilitate approximately 2.5 million repair and maintenance orders, and complete nearly 20,000 renovation and turn projects per year. Lessen has quickly evolved from exciting startup to valued partner, delivering scalable and turnkey property services to our clients.
This role is required to be based in Chicago, IL.
Commercial – Operations / Full Time / Hybrid
The VP of Account Operations provides strategic operating leadership and technical expertise for a significant component of the US portfolio of a global banking institution. This leadership role sets the tone for performance delivery, business growth, professional behavior, continuous improvement, and values for the account’s operations team. This position supports the Account Director and ensures the account’s operations are aligned with the account’s strategic business direction and the client’s objectives in a complex, ever-changing environment.
This position is responsible for helping articulate and deliver with the Account Director, the team’s vision and building a culture of accountability, client service, and success. This role ensures standard operating procedures are in place, service level agreements are communicated and tracked, and key performance indicators are achieved. Driving high operational client service delivery and performance, achieving annual goals, and delivering operational excellence by creating, developing, and maintaining strong and effective relationships with the client’s stakeholders are key factors determining this position’s success.
Responsibilities Team
• Develop operational goals, ensure that they are clearly communicated to the account team and Lessen’s commercial division leadership, and they are reinforced and delivered according to plan.
Reinforce a positive working environment and foster a culture of accountability through a strong, effective, and collaborative leadership style, ongoing communications with the team and internal Lessen peers, celebrating success and rewarding outstanding performance.
• Partner with the Commercial Division’s leadership and the HR team to ensure the department is effectively staffed and trained.
Responsible for the account operations staff’s coaching, mentoring and evaluation, delivering feedback, discipline, counseling, and performance reviews. Identify and develop high potential team members for advancement.
Manage poor performance swiftly and effectively. Monitor quality and details of work product and accuracy of information.
Adhere to all Company policies and procedures.
Develop and maintain key customer relationships, travel as needed to meet with key stakeholders in markets to devise solutions to complex operating problems and collaborate on areas for improvement.
Resolve customer concerns with a high sense of urgency and accountability.
Demonstrate thought leadership with internal and external customers by developing and presenting industry and market research findings, trends, benchmarking, and other pertinent information.
Participate in communicating account operating updates to Lessen leadership and client stakeholders, including presenting at client quarterly business reviews, operating reviews, internal Lessen and client meetings, sharing appropriate reports, etc.
Ensure monthly operating status updates are delivered to the customer on time and be the point of contact for executive leadership regarding account operations.
Ensure customer dashboards are up to date with accurate data.
Financial Accountability
Ensure the achievement of financial goals through effective forecasting, budgeting, strategic planning, reporting, and monitoring of financial performance.
Analyze business and financial data and develop innovative solutions.
Control the account operating budget, ensure work orders are closed and invoiced in a timely manner in compliance with the client’s contract, ensure timely and accurate reporting of work order activity and make adjustments and update, as necessary, to ensure operating and financial results are achieved.
Communicate operational, budgetary, and/or resource issues and obstacles in a timely fashion.
General Work
Work cross-functionally with other commercial division teams to manage vendor relationships as required and make strategic decisions about capacity planning and fulfillment of services.
Ensure confidentiality of internal and external data.
Perform ad-hoc projects and other duties as assigned.
Operate within the Organization’s Financial, Legal, and Ethical Policies.
Be familiar with and comply with company rules and policies. Act as a professional role model in performance and behavior in accordance with Lessen values.
Qualifications and Role Specific Skills
Minimum of fifteen years of relevant experience that demonstrates progressive advancement in technical expertise, responsibility, and management leadership.
• Bachelor’s degree in relevant areas of study
• Demonstrated experience in successfully leading customer focused small and large teams within complex environments for facilities and real estate service providers.
Demonstrable record of business plan delivery
• Proficiency with applied property technology including energy management systems, computerized maintenance management systems (CMMS), work order management systems, equipment sensors and remote monitoring of building equipment.
Building mechanical, electrical, plumbing, and structural systems
Experience managing and maintaining a large portfolio of dispersed properties that are owned or leased and possession of the requisite knowledge of the unique operating parameters related to each type of these ownership interests.
• Managing vendors, their performance and enforcing their contracts
• Knowledgeable of OSHA requirements, life and safety program management and has managed fulfillment of life and safety training and enforcement.
• Responsible for managing a project management team its processes, procedures, and performance, and has directly managed projects comprised of large capex projects to smaller roof top unit replacements.
• Ability to provide effective resolutions for complex customer property operating issues.
• Effective sustainable internal and external relationship builder
• Creativity/innovation to apply new and evolving ideas, methods, designs, and technologies.
Positive attitude and self-starter
• Resilient and open to change
• Detail oriented with the ability to think critically and clearly communicate the resolution.
Solid decision-making capabilities.
Strong communication skills: verbal, written and presentation.
Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook, Tableau required.
People Management Skills
Advanced proficiency in all people management processes, including recruitment, performance management and reward.
Advanced proficiency in building, growing, and developing a team; including department structure design and resourcing.
Advanced proficiency in coaching and developing individual team members to reach their potential.
• Proficient in engaging multiple teams through communication, processes, personal impact and influence.
Why Lessen:
· Competitive compensation
· Dental, Vision, Life, Disability options
· 401K retirement savings plan
· Paid vacation, federal and floating holidays
· Maternity/Paternity Pay
· Career advancement opportunities
· All the tools you’ll need to be successful
Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.