Manager, Quality Assurance & Client Experience

Tishman Speyer•New York City, NY

45d•Onsite

About The Position

The Manager, Quality Assurance & Client Experience is an individual contributor responsible for field-based quality assurance, client experience, corrective-action follow-through, and continuous improvement across assigned commercial cleaning accounts. Reporting to the Director, Operational Excellence, Client Experience, & Strategy, the Manager partners with Account Management, Operations, supervisors, union cleaning personnel, and Human Resources to identify root causes and support timely, sustainable solutions.

Requirements

A visible, hands-on field professional who listens to clients, documents facts, identifies root causes, drives follow-through, and verifies improvement with sound judgment and a consistent commitment to service quality.
10+ years of experience in commercial cleaning, janitorial services, facilities management, property services, or another service-intensive operating environment.
Experience conducting quality inspections, managing service quality, or supporting operational improvement; commercial cleaning knowledge strongly preferred.
Experience working with unionized employees, preferably in a 32BJ or similar collective-bargaining environment.
Strong observational, investigative, organizational, written, and verbal communication skills.
Ability to build productive relationships with clients, cleaning personnel, supervisors, Account Managers, and operational leaders.
Proficiency with Microsoft Office Suite and inspection, reporting, and performance-tracking software.
Comfort using inspection, reporting, and performance-tracking technology and conducting inspections during and after service hours, including evenings or other off-hours as needed.
Demonstrated ability to leverage emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency, enhance decision-making, and drive innovation.

Responsibilities

Conduct scheduled, random, and follow-up inspections across assigned accounts using standardized tools and scoring methods.
Evaluate cleaning quality, contractual requirements, staffing execution, supervisory effectiveness, and adherence to operating standards.
Document deficiencies with clear facts, locations, recommended actions, owners, and deadlines; track issues through verified resolution.
Identify recurring deficiencies and provide field intelligence to the Director and operational leadership.
Investigate significant, recurring, or unresolved complaints and conduct immediate field reviews when needed.
Meet with clients as appropriate to understand concerns, assess conditions, communicate follow-through, and help sustain their confidence in our services.
Coordinate with Account Management and Operations on corrective actions, client updates, and account-stabilization plans.
Escalate material client concerns, safety issues, and potential account risks promptly to the Director.
Maintain visibility into open deficiencies, complaints, and commitments; follow up with responsible parties and verify completion.
Observe and document cleaning and supervisory performance objectively; recommend coaching, retraining, increased supervision, or other corrective measures.
Identify training needs and provide or coordinate practical field-based coaching on cleaning standards, quality expectations, documentation, and client service.
Recommend practical improvements to methods, workflows, staffing deployment, supervision, equipment, supplies, scheduling, and procedures.
Support implementation of initiatives developed by the Director and operational leadership and share successful practices across accounts.
Participate in account reviews, client meetings, new-account startups, and transitions when requested.
Identify service risks and client requests that may represent additional-service opportunities; communicate them to the Director and Account Management.
Provide regular reporting on inspection results, quality trends, complaints, repeat deficiencies, corrective actions, coaching, at-risk accounts, and improvement opportunities.
Escalate overdue or ineffective corrective actions and significant operational risks immediately.