The Senior Director, Facilities Operations is responsible for the strategic leadership, operational performance, and overall management of a client account, with direct accountability for facilities management, technical oversight, and asset reliability support for the assigned account. This role serves as Newmark's primary liaison to the client's Corporate Real Estate team and key business stakeholders, ensuring that service delivery aligns with the client's business objectives, contractual requirements, and performance expectations. The Director leads the account team and facilities management organization, oversees financial and operational performance, and coordinates additional contracted service lines to deliver an integrated client experience. The Director leads Newmark's workforce and owns its service execution in line with the client's priorities and program direction, providing technical and field recommendations for client-approved improvements. Success in this role requires a combination of executive-level client relationship management, facilities operations expertise, financial discipline, and team leadership, with a focus on service excellence, continuous improvement, and long-term client satisfaction.
Account Leadership and Client Relationships
- Serve as the primary account contact for the client's Corporate Real Estate leadership and key business stakeholders.
- Partner with client Facilities, Engineering, EH&S, Quality, and laboratory stakeholders to align service delivery with site operating requirements.
- Translate client business objectives and direction into Newmark account strategies, operating plans, and measurable service delivery goals.
- Lead the overall account team, establishing clear responsibilities, performance expectations, and accountability across contracted services.
- Ensure compliance with the Master Service Agreement, scope of work, service-level commitments, and client and Newmark policies.
- Lead Quarterly Business Reviews, Annual Strategic Reviews, and regular client performance meetings.
- Proactively address client concerns, resolve escalations, and identify opportunities to improve service delivery and strengthen the client relationship.
- Support contract renewal, scope development, negotiations, and account growth opportunities in partnership with Newmark leadership. Facilities Operations and Service Delivery
- Execute Newmark's contracted facilities services in line with the client's priorities, providing operational feedback and recommendations to support ongoing program improvement.
- Provide leadership and direction to Newmark Regional Facilities Managers, site teams, and Newmark managed service providers.
- Deliver preventive and reactive maintenance, inspections, and related services within Newmark's contracted scope, aligned with client-defined priorities and requirements.
- Lead Newmark's technical execution and provide feedback on equipment performance, reliability risks, and maintenance effectiveness to inform client-led program improvements.
- Coordinate high-risk work, safe work practices, and planned shutdowns with client stakeholders, aligned with client priorities and the contracted scope.
- Ensure timely completion of work orders within Newmark's contracted scope and accurate maintenance of asset, building, and service data in the computerized maintenance management system (CMMS).
- Execute work in accordance with client-established procedures and standards, recommending refinements based on field experience and implementing client-approved changes.
- Coordinate with landlords, property managers, managing agents, and vendors to address building conditions and fulfill client requirements.
- Partner with project teams, general contractors, landlords, and designated vendors to deliver projects consistent with client requirements, budgets, and schedules. Financial Management and Portfolio Planning
- Lead the development and management of annual operating and capital budgets with the client, account finance team, and facilities leadership.
- Monitor account and portfolio financial performance, including expenditures, forecasts, budget variances, and operating initiatives.
- Partner with Newmark Client Accounting to ensure appropriate accounting practices, accurate reporting, and effective financial controls.
- Ensure purchase orders, invoices, and service expenditures are consistent with approved budgets, contractual requirements, and authorization procedures.
- Identify and implement opportunities for cost savings, cost avoidance, operating efficiencies, and improved portfolio performance.
- Support long-range real estate and capital planning through requirements gathering, financial analysis, business case development, and execution oversight. Team Leadership and Development
- Lead, coach, and develop account and facilities management teams, promoting collaboration, accountability, and client-focused service.
- Establish staffing plans and clearly defined roles to support account requirements and operational continuity.
- Set performance and development goals, conduct performance reviews, and make compensation recommendations for direct reports.
- Monitor team performance, address performance concerns, and support professional development.
- Directly lead the union workforce, administering the collective bargaining agreement (CBA) in partnership with Newmark HR and Labor Relations.
- Maintain effective communication among Newmark teams, client stakeholders, and service providers. Vendor Management and Procurement
- Oversee vendor selection, procurement, service agreement negotiations, and ongoing performance management.
- Ensure vendor contracts and purchasing activities comply with client and Newmark requirements.
- Monitor service provider performance against contractual commitments, quality standards, and established metrics.
- Maintain appropriate contract documentation, purchasing records, and invoice verification processes.
- Resolve vendor performance issues and implement corrective actions as needed. Risk, Compliance, and Business Continuity
- Oversee compliance with applicable regulatory requirements and client and Newmark environmental, health, and safety policies.
- Follow client life science site procedures, including GMP requirements only where applicable to the contracted scope; the client retains ownership of its regulatory and quality programs.
- Ensure routine facility inspections, compliance tracking, and corrective action plans are completed and documented.
- Lead account-level coordination of emergency preparedness and business continuity planning.
- Ensure site teams maintain emergency procedures, conduct required drills, and coordinate with client Risk Management.
- Provide leadership during facility emergencies and service disruptions, including after-hours support as needed.
- Partner with the client on sustainability initiatives and opportunities to improve facility performance. Performance Management and Continuous Improvement
- Track and report key performance indicators (KPls), service-level measures, and account objectives against client-approved operating standards.
- Deliver regular reporting on service performance, portfolio conditions, financial results, risks, and improvement initiatives.
- Use portfolio data and stakeholder feedback to identify service gaps and implement corrective actions.
- Drive consistent processes across facilities operations and other contracted service lines , recommending program improvements for client approval.
- Develop recommendations that improve operational efficiency, control occupancy costs, and enhance the workplace environment. Transition and Account Integration
- Partner with Newmark Transition Services and functional leaders to support account onboarding and transitions of client real estate and facilities functions.
- Coordinate operational requirements, staffing readiness, technical readiness, vendor integration, and service delivery processes to support a smooth transition.
- Ensure continuity of operations and alignment with client expectations throughout transition and stabilization.
Working Conditions: Normal working conditions with the absence of disagreeable elements
Note: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Newmark is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Education and Experience
- Bachelor's degree in Business Administration, Facilities Management, Real Estate, Engineering, Architecture, Finance, or a related field, or equivalent relevant experience.
- Minimum of 10 years of progressively responsible experience in facilities management, property management, or corporate real estate, including leadership of complex, geographically dispersed portfolios.
- Demonstrated experience managing client relationships, leading teams, and overseeing account or portfolio-level service delivery.
- Experience developing and managing operating and capital budgets, vendor contracts, and financial performance.
- Experience overseeing tenant improvements, facility projects, and related project delivery.
- Experience leading technical facilities operations and union workforces, including CBA administration, preferably in life science or other regulated environments.
- Experience with outsourcing, account transitions, and integrated real estate service delivery preferred.
- Certified Facility Manager (CFM) or a related professional designation preferred; advanced degree a plus.
Knowledge, Skills, and Abilities
- Strong knowledge of facilities operations, maintenance programs, service delivery models, and performance measurement.
- Ability to align operational priorities with client business objectives and long-term real estate strategies.
- Strong financial, analytical, planning, and organizational skills.
- Demonstrated ability to lead cross-functional teams and manage multiple priorities across locations.
- Excellent client relationship, negotiation, presentation, and written and verbal communication skills.
- Ability to identify risks, resolve complex issues, and make timely decisions.
- Familiarity with real estate contracting, procurement, and vendor management.
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint, with working knowledge of CMMS platforms and portfolio reporting tools.
Salary Range Language The expected base salary for this position ranges from $190,000 to $210,000 annually. The actual base salary will be determined on an individualized basis taking into account a wide range of factors including, but not limited to, relevant skills, experience, education, and, where applicable, licenses or certifications held. In addition to base salary and a competitive benefits package (including health, vision, and dental insurance, paid time off and a 401(k) retirement plan with employer matching), this position may be eligible for additional types of compensation including discretionary bonuses and other short- and long-term incentives (e.g., deferred cash, equity, etc.)
