Senior Program Manager - Account Operations

At Cresa, we believe our clients deserve better. A better space to work, create, build, grow. A better outcome for their people and organization. A better partner who puts their needs first, helping them navigate the landscape, tilting the playing field in their favor and giving them an insider’s edge.

Our mission is to find and foster the best environment for every business. Our purpose is to think beyond space - strengthening those we serve and enhancing quality of life for our clients and employees. We are built to champion our clients’ aspirations through real estate. When considering partnership, we strive to connect with those who share our values: Work Together, Create Value, Be Tenacious, Enhance Community, and Embrace Diversity.

We believe in being the change. We work together to find new ways of doing things that create value for our clients - and for each other. Because there is not much that feels better than collaborating to make a positive difference each day.

At Cresa, we offer an opportunity to be part of something bigger. To learn, advance, mentor and be recognized. Your voice will be heard, and you will be valued for both your individual and team contributions.

Job Summary

The Senior Program Manager, Account Operations will lead and manage the account operations supporting our vendor and internal labor services portfolio throughout North America. This role will oversee a team of four and serve as the primary owner of all account operational processes spanning vendor budget management, internal labor invoicing, managing data for account budget processes, and reporting. The ideal candidate brings strong leadership capabilities, deep account operations acumen, and a proven ability to build and optimize scalable account reporting processes in core areas.

This position is required in the client office a minimum of 4 days a week.

Key Responsibilities

Vendor Budget Management (Team Oversight)

• Lead and manage a team of four responsible for end-to-end vendor budget management
• Oversee the quoting and invoicing lifecycle for vendor labor services teams across the portfolio
• Ensure timely and accurate quote requests, approvals, and invoice processing
• Develop and drive administrative excellence including document retention, system updates, and compliance with internal controls
• Manage the North American approval workflow between vendor teams and project managers for quotes and invoices
• Oversee team members and processes for invoice capture and reconciliation within SAP Concur
• Deliver spend reporting and Cost/Headcount reporting to support budgeting cycles
• Own process creation, documentation, and continuous improvement for all vendor budget management workflows

Internal Labor Account Operations

• Manage the monthly invoicing cycle for internal labor, including review of onboards, offboards, and role elevations against the billable roster
• Maintain and refine the invoicing methodology for internal labor billing accuracy
• Produce Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), accruals reporting and vendor data for client account
• Oversee twice annual client account budget cycles and quarterly reforecasts including data entry, variances and commentary generation
• Manage reporting for vendor submissions - annual estimate 1,500-3,000 invoices.
• Reconcile actuals and projections for alignment against account forecasts

Leadership & Strategy

• Provide strategic direction and mentorship to the Vendor Operations team
• Identify opportunities to streamline, automate, and scale processes
• Serve as the primary account operations liaison to cross-functional stakeholders including project management, operations, and senior leadership
• Establish and maintain KPIs and SLAs for account operations performance
• Drive accountability and professional development within the team

Qualifications

• Bachelor's degree (BA/BS) or equivalent job experience preferred, not required.
• 7+ years of progressive experience in account operations, program management
• 3+ years of direct people management experience
• Demonstrated experience managing invoicing, quoting, and vendor payment processes
• Experience managing account operations in a vendor/contractor labor environment
• Experience building invoicing methodologies or process frameworks from the ground up
• Background in facilities management, professional services, or program management organizations
• Demonstrated ability to produce executive-level reporting (MBR/QBR)
• Experience with headcount planning and cost-per-headcount modeling
• Process improvement or Lean/Six Sigma certification a plus
• Familiarity with Smartsheet, Power Query, SQL, or similar data transformation tools
• Proficiency with reporting systems (e.g., SAP Concur)
• Advanced proficiency in Excel/Smart Sheet /SQL including data modeling and reporting

Physical Requirements

• Extended periods of time sitting working with a computer/laptop
• Must be able to move within and between client buildings more than 50% of the day.
• Must be available evenings and weekends depending on project deadlines.
• The person in this role needs to be able to occasionally lift up to 25 pounds.
• Able to travel as needed for individual projects within North America (less than 15%)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

NOTE: The job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; supervisors may assign other duties as deemed necessary.

Cresa is committed to developing and maintaining a diverse workforce. Cresa strongly believes in equal opportunity extended to all individuals in all aspects of the employment relationship without regard to race, color, religion, belief, creed, age, sex, pregnancy or maternity (including childbirth and related conditions), family responsibility (e.g. child care, elder care), nationality, ethnic or national origin or ancestry, citizenship, marital status, civil partner status, sexual orientation, gender identity or expression, transgender status, veteran’s status, genetic information, political view or status as a qualified individual with a disability, protected leave status or any other protected characteristic in accordance with applicable law.