Summary of the Position:

The Director, Operational Excellence, Client Experience, & Strategy is a senior leader responsible for operational performance, service quality, client satisfaction, accountability, continuous improvement, and strategic growth across the commercial cleaning portfolio. Reporting to the Senior Director, CSTS, this role partners with the Managing Director, Operations, Account Management, Human Resources, and senior leadership to resolve significant concerns, strengthen account performance, protect client relationships, and translate field intelligence into scalable business improvements. The role leads the Manager, Quality Assurance & Client Experience and provides an objective, field-based view of performance across the portfolio.

Key Responsibilities:

Quality Assurance & Operational Excellence

• Lead the portfolio quality-assurance framework, including inspection standards, scoring, reporting, escalation protocols, and performance expectations.

• Review inspection results, complaints, corrective actions, and performance trends to identify systemic issues, operational risk, and opportunities for improvement.

• Provide leadership with independent visibility into service quality, management responsiveness, recurring deficiencies, and account health.

• Set clear ownership for corrective actions, evaluate effectiveness, and partner with operational leaders on account-stabilization strategies.

• Develop scalable operating practices, metrics, training priorities, and improvement initiatives that enhance productivity and service quality.

Client Experience & Relationship Leadership

• Serve as the senior escalation point for significant, recurring, or relationship-threatening client concerns.

• Engage directly with clients, participate in business reviews and strategic discussions, and align corrective-action plans with client expectations.

• Use client feedback and service trends to anticipate renewal risk, support retention, and strengthen confidence in the organization.

• Provide strategic oversight for new-account transitions and startups so quality standards, accountability, inspection routines, and expectations are established from inception.

Leadership, Training & Accountability

• Lead and develop the Manager, Quality Assurance & Client Experience, including priorities, standards, field coverage, reporting, and follow-through.

• Partner with Operations and Human Resources on documented performance trends, coaching, retraining, supervision, and other appropriate corrective measures.

• Identify portfolio-wide training needs and coordinate programs covering cleaning standards, quality expectations, client service, documentation, safety, and accountability.

• Influence results across organizational boundaries through facts, analysis, practical recommendations, and consistent executive communication.

Strategic Growth & Business Development

• Leverage experience, industry relationships, and market knowledge to identify and pursue growth opportunities within and beyond Tishman Speyer properties.

• Identify opportunities to expand existing relationships through additional services, scope enhancements, operational solutions, and other value-added offerings.

• Partner with the Managing Director, Senior Director, and Account Managers on growth strategy, client presentations, renewals, business reviews, proposals, and account plans.

• Provide operational and client intelligence that informs pricing, positioning, competitive differentiation, and new-business development.

• Promote measurable quality assurance, responsiveness, operational discipline, and continuous improvement as differentiators in the marketplace.

Skills & Qualifications:

A field-oriented, commercially minded leader who combines cleaning-operations expertise, client advocacy, business-development judgment, and the ability to turn service intelligence into stronger performance, lasting relationships, and profitable growth.

• 15+ years of experience in commercial cleaning or janitorial operations, preferably with one or more well-regarded cleaning providers serving New York City.

• Demonstrated experience leading cleaning operations and managing quality across multiple commercial properties or accounts.

• Client-facing sales or business-development experience working with property owners, asset managers, property managers, or other real-estate decision-makers.

• Strong understanding of commercial cleaning operations, labor-intensive service delivery, client retention, complaint resolution, and account growth.

• Experience working in a unionized workforce and collective-bargaining environment, preferably 32BJ.

• Strong analytical, root-cause, presentation, negotiation, organizational, and executive-communication skills.

• Ability to move comfortably among client meetings, property walks, operational reviews, employee and supervisor discussions, and executive presentations.

• Ability and willingness to conduct field visits during cleaning-service hours, including evenings and other off-hours as required.

• Proficiency with reporting and productivity software, including Microsoft Office Suite, inspection and performance-tracking systems.

• Demonstrated ability to leverage emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency, enhance decision-making, and drive innovation.

*Onsite presence is required for this position

The base compensation range for this role is $175,000 to $190,000. This role is also eligible for a discretionary annual bonus, as well as access to our comprehensive medical, dental, and vision insurance, life and disability insurance, 401(k) plan (with matching contributions), wellness benefits and all other benefits afforded to full-time Tishman Speyer employees.

This base range reflects a number of factors including, but not limited to, relevant experience, skill sets, and/or licensure required of an individual in this particular role. The base range is specific to members of Tishman Speyer’s New York team, as we have considered factors specific to this geography.

Tishman Speyer is deeply committed to creating and maintaining a diverse workforce which promotes different views and perspectives. We expect our leaders and employees alike to champion diversity and inclusion practices.

Tishman Speyer has several employee affinity and interest groups that provide employees opportunities to develop professional relationships across the business and identify opportunities for development and advancement.

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