Job Title: Customer Business Manager/ Facilities Operations ManagerLocation: Los Angeles 90045 CA - onsiteDescription:
AgreeYa is seeking a Customer Business Manager to lead the delivery of Operations & Maintenance (O&M) services at a large infrastructure facility. This role is responsible for ensuring contract compliance, asset reliability, KPI achievement, customer satisfaction, and safe facility operations. The ideal candidate will have extensive experience in facility management, infrastructure O&M, contract-driven environments, stakeholder management, and leading multi-disciplinary teams. The position requires expertise in managing critical building systems, driving performance improvements, overseeing budgets, coordinating with customers and service providers, and ensuring compliance with operational, safety, and contractual requirements.
Job Description:This role ensures contract compliance, asset reliability, KPI performance, and customer (LAWA) satisfaction, while maintaining a safe and efficient operating environment.
The Customer Business Manager is accountable for the end-to-end delivery of Business & Maintenance (O&M) services at the Client facility.
Core Accountabilities:1.Contract Compliance & Governance
- Own execution of Project Agreements requirements
- Ensure compliance with:
- Availability and performance standards
- Maintenance obligations and response times
- Lead audits, reporting, and interface with LAWA on contractual matters
- Collaborate with co-partner to deliver contractual obligations
- Develop SOP/EOP and implement
- Critical thinker
- Able to lead and coordinate contractual meetings with key stakeholders (Police, Fire, LAWA and rental car customers)
2. Business & Asset Management: - Oversee all O&M activities across critical systems:
- HVAC, BAS, electrical, vertical transport, fire/life safety, security
- Ensure effective work order management, PM execution, Life Cycle program and asset reliability
- Oversee subcontractors and service providers
3. KPI & Performance Management - Manage contract-driven performance metrics, including:
- Availability and Performance compliance
- Response times and backlog
- Quality, safety, and cost performance
- Drive corrective actions and continuous improvement initiatives
- Employee performance metrics
4. Customer & Stakeholder Leadership: - Serve as primary Business interface with LAWA and Project Company
- Lead performance reviews and Business meetings
- Provide clear reporting on performance, risks, and improvement plans
- Maintain strong, collaborative customer relationships
5. Team Leadership: - Lead a multi-disciplinary FM team and subcontractors
- Responsible for:
- Staffing, training, and performance management
- Workforce planning and technical capability development
- Promote a culture of safety, accountability, and continuous improvement
Key Success Measures: - Compliance with availability and performance standards
- Achievement of contract KPIs and service levels
- Successful audit and compliance outcomes
- Manage multiple site budgets and meet forecasted margins
- Customer (LAWA) satisfaction
- Safety performance and Business reliability
Qualifications - 10+ years in facility management / infrastructure O&M
- Strong background in multi-system technical Business (HVAC, electrical, life safety)
- Proven experience in:
- Contract-driven environments (P3 preferred)
- KPI-based performance management
- Leading large, multi-disciplinary teams
- Strong contract interpretation and stakeholder management skills
