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Operations Support Manager

  • Madison, WI
  • Direct Hire - Full Time
  • First Shift
  • bh_3527
  • Competitive
  • Operations
  • 7/1/2020

The QTI Group has partnered with Urban Land Interests, Madison's premier provider of Class A commercial real estate to recruit and hire an Operations Support Manager.

The Operations Support Manager is responsible for overseeing the Commercial Operations Administrative team and systems.
Proven ability to collaborate on a team to implement and maximize a new reporting/data system is highly desired.

This role provides overall leadership, direction, and support to the Commercial Operations Administrative team in support of ULI's mission to anticipate tenant needs and exceed tenant expectations.

The Operations Support Manager will develop, support, and train all team members, by example, guidance, and direction to provide the highest standards of customer service to ULI's tenants and internal customers.


Manages work orders in the CMMS; ensures proper creation, planning, updating, closure and billing of work orders.

Measures and publishes KPI metrics to the management team; interprets data and recommendations based on findings.

Responsible for all aspects of the application and the user setup of the CMMS software, work order, work planning, and part inventory functionality of the software. Provides workflow development, configuration, and routinely monitors data transfer from and to the CMMS and other business systems.

Acts as the point of contact for the day to day operations of the CMMS. Provides support to users for application problems and solutions. Responsible for user training and including development of training material for users across ULI and its tenants. Adds, modifies, terminates/suspends user access to CMMS. Peforms system set-up configurations including permissions levels, user codes, and grid development.

Monitors external user communities and apprises users of new capabilities or modules available for future consideration based on data, potential ROI and/or efficiencies gained.

Monitors data integrity of the CMMS database to support the asset management functions and makes recommendations for procuring the necessary data based on criticality and cost.

Consistently demonstrates communication success with all stakeholders. Knows how to effectively use communication to further our mission and unite all ULI behind a common goal. Resolves tenant issues in an effective and efficient manner consistent with ULI’s mission.

Demonstrates cross-department collaboration when appropriate when coordinated response is required.

Participate as an active member of the commercial operations management team; providing management support and continuity.

Provide 24/7 on-call support to Commercial Operations team. Support ULI teams in facilitating data and KPI request to ensure ongoing stakeholders’ satisfaction.

Provide expertise and guidance on preventive maintenance, work order flow and efficiencies, utilization rates, billing rates, and parts cost. Review current practices, identifying the most impactful processes and services requiring change and work with managers to establish how to improve tenant services.

Through collaboration with others, ensure that tenant facing systems and processes reflect ULI’s full service approach, while balancing fiscal responsibility. Work effectively and collaboratively with ULI colleagues to advance and improve our relationships with Tenants and the quality of the services we provide.



Bachelor’s degree preferred.


10 years of progressively increasing responsibility.

10 years of directly managing people.

3 years of CMMS and Enterprise Asset Software (EAM) knowledge.

Demonstrated proficiency with MS Office and Excel superuser.