Senior Manager, Frontline Capability

Cushman & Wakefield

1d•$124,695 - $146,700•Onsite

About The Position

The Senior Manager, Frontline Capability leads the design, development, and scaling of capability programs that elevate frontline operational performance across the organization. This role ensures maintenance, engineering, and janitorial capability building is standardized, scalable, and aligned with enterprise expectations—centralizing best practices, reducing variation, and strengthening execution across accounts. This individual serves as a key connector between Centers of Excellence (COEs), Account Teams, and field operations to translate technical standards, compliance requirements, and best practices into practical, field-ready capability programs. The role also owns governance of standard operating procedures (SOPs), service delivery playbooks, and knowledge management to ensure consistency, accessibility, and ongoing relevance.

Requirements

7+ years of experience in Operations Enablement, Engineering, Maintenance, Learning & Development, or a related field
Strong experience supporting or leading maintenance, engineering, or technical operations preferred
Demonstrated success designing and deploying programs across multi-site operations or large, distributed workforces
Experience translating technical standards into scalable training and capability programs
Strong cross-functional collaboration skills across COEs, Operations, SMEs, and Account Teams
Working knowledge of maintenance operations, asset reliability, CMMS systems, and field workflows
Proven program management, change management, and communication skills

Responsibilities

Lead the design and continuous evolution of frontline capability programs, with primary focus on maintenance and engineering (M&E) competency development.
Translate COE standards, regulatory requirements, and technical best practices into structured, scalable learning journeys and field-ready programs.
Build comprehensive capability pathways that integrate: Technical M&E skills, Preventive maintenance practices, Asset reliability fundamentals, Work order and CMMS execution excellence, Safety and regulatory compliance expectations.
Partner with Learning Design & Experience to ensure content is instructionally sound, scalable, and aligned to enterprise learning standards.
Collaborate with Safety, Engineering, and Client COEs to align programs with enterprise standards and job architecture.
Maintain and refresh janitorial capability programs to ensure alignment, while prioritizing expansion of M&E capabilities.
Own the enterprise rollout strategy for frontline capability programs, including deployment planning, readiness assessments, communication, and reinforcement models.
Partner closely with the Manager, Field Enablement & Delivery to ensure effective field adoption, facilitation, and reinforcement.
Ensure programs are practical, accessible, and drive measurable improvements in asset care, maintenance execution, and operational decision-making.
Equip leaders with toolkits, job aids, and coaching frameworks that reinforce consistent behaviors and performance expectations.
Establish mechanisms for peer learning, cross-site knowledge sharing, and community-based reinforcement (e.g., user groups, cohorts, communities of practice).
Serve as a strategic partner to COEs and Account Teams to ensure capability programs reflect real-world conditions and operational priorities.
Support COEs in translating technical standards into scalable processes, tools, and training assets.
Partner with Account Teams to assess site conditions, engineering maturity, and workforce capability needs.
Identify, capture, and institutionalize best practices from high-performing accounts into enterprise capability programs.
Establish and manage program governance, including roadmaps, implementation plans, and adoption tracking.
Define success metrics and monitor program effectiveness using data from Learning Operations, COEs, CMMS insights, audits, and field feedback.
Partner with Learning Operations & Effectiveness to build dashboards and reporting that measure adoption, capability growth, and operational impact.
Ensure SOPs, playbooks, and capability programs remain current, compliant, and consistently executed across all regions and accounts.
Conduct post-implementation reviews, capability assessments, and site visits to evaluate program effectiveness and identify improvement opportunities.
Continuously enhance programs based on evolving enterprise standards, technology changes (e.g., CMMS, mobile tools), and performance data.
Act as a voice of the field by incorporating frontline feedback into program design and influencing enterprise process improvements.
Own the enterprise strategy and governance model for knowledge management, including SOPs, playbooks, and operational documentation.
Ensure materials are accessible, organized, and actionable for frontline teams and leaders.
Establish a regular cadence for reviewing, updating, and communicating changes to SOPs and standards.
Partner with HSSE, Compliance, Quality, and Client Services to ensure alignment with regulatory and client requirements.