Vice President of Account Operations

| Chicago, IL, USA | Hybrid
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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.


Summary  

The VP of Account Operations provides strategic leadership, expertise and sets the tone for performance delivery, business growth, professional behavior, continuous improvement and values in the Account Operations team. This position supports the Account Director and ensures account operations are aligned with the strategic direction of the business and client objectives in a complex, ever-changing environment. This position is responsible fordetermining and delivering with the Account Director the team vision and building a culture of accountability and success. Ensure standard operating procedures, service level performance and key performance indicators are achieved. Responsible for driving high operational output & performance, goal achievement, service delivery and delivering operational excellence by creating, developing and maintaining strong and effective relationships with their customers. This individual will serve as point of contact for executive leaders at our key customers and drives complex and innovative strategic projects and initiatives that add value for our customers and Lessen.



Responsibilities  


Team 

- Develop operational goals, ensure that they are clearly communicated, reinforced and delivered according to plan.

- Reinforce a positive working environment 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 HR team to ensure the department is effectively staffed and trained.

- Responsible for staff coaching, mentoring and evaluation, delivers feedback, discipline, counseling, and performance reviews. Identify and develop high potential team members. 

- Manage poor performance swiftly and effectively. Monitor quality and details of work product and accuracy of information. 

-Adhere to all Company policies and procedures. 


Customer 

- Develop and maintain key customer relationships, travel as needed to meet with key stakeholders in markets to devise solutions to the most complex of problems and collaborate on areas of improvement.

- Resolve customer concerns with high sense of urgency. 

- Demonstrate thought leadership with internal / external customer by developing and presenting clientindustry/market research findings, trends, benchmarking and other pertinent information.

- Participate in communications and updates with key clients; including presenting at client meetings,sharing appropriate reports, etc.

- Ensure monthly status update are delivered to the customer and be the point of contact forexecutive leadership at key customers.


Financial Accountability 

- Ensure the achievement of financial goals through effective forecasting, budgeting, strategic planning, reporting and monitoring financial performance. 

- Analyze business/financial data and develop innovative solutions.

- Control the department budget and ensure timely and accurate reporting and make adjustments and update, as necessary, to ensure financial results are achieved. 

- Communicate operational, budgetary or resource issues/obstacles in a timely fashion.


General Work 

- Work cross-functionally with other teams to manage vendor relationships in region as required andmake 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 professional role model in performance and behavior in accordance withLessen values

Role Specific Skills  

- Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required

- Ability to resolve complex customer issues

- Effective sustainable internal and external relationship builder

- Creativity/innovation to apply new and evolving ideas, methods, designs and technologies 

- Ability to thrive in ambiguous situations and driven by urgency. 

- Positive attitude and self starter 

- Resilient and open to change 

- Ability to demonstrate critical thinking

- Solid decision making capabilities 


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


Qualifications  

- Minimum Qualifications

- Bachelor’s degree

- 8+ years business experience including 5+ years in Facilities Management building and/or managing accounts/stores/regions or internal career progression/promotion in Lessen

- Demonstrable experience of solving complex customer issues

- Demonstrable experience managing large customer focused service teams

- Demonstrable record of business plan delivery

 

Other Relevant Qualifications

- Multi-unit commercial management experience is preferred 

- Experience in a trade is preferred

- Experience in the facilities industry is preferred

 



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. 

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Location

130 E. Randolph Street, Chicago, IL 60601

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