Job Title

Senior Manager, Frontline Capability

Job Description Summary

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.

Job Description

Key Responsibilities

1. Capability Strategy & Program Design

• 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

2. Field Deployment & Operational Enablement

• 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)

3. Partnership & Best Practice Centralization

• 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

4. Program Management, Governance & Measurement

• 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

5. Continuous Improvement & Field Insight Integration

• 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

6. Knowledge Management

• 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

Qualifications & Experience

• 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

Core Competencies

• Technical & Operational Fluency – Translates maintenance and engineering standards into practical, field-ready capability programs
• Strategic Program Ownership – Designs and scales enterprise capability solutions that drive measurable operational outcomes
• Cross-Functional Partnership – Effectively aligns COEs, L&D, and Operations to deliver consistent execution
• Program Deployment Excellence – Leads complex, multi-region rollouts with strong adoption and sustainability
• Field-Centric Design – Ensures programs reflect real-world workflows and frontline needs
• Data-Driven Improvement – Uses performance, adoption, and operational data to continuously refine programs and influence decisions

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 124,695.00 - $146,700.00

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities.  Discrimination of any type will not be tolerated. 

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “C&W Services”