Director, Operational Excellence, Client Experience & Strategy

Tishman Speyer creates vibrant destinations and dynamic environments that inspire innovation and connected communities. As a diversified developer operator and investment manager of top-tier real estate in 33 markets across the globe our business choices are driven by the belief that real estate should unlock human potential. Tishman Speyers diversified portfolio spans market rate and affordable residential communities premier office properties and retail spaces industrial facilities and mixed-use campuses. We create state-of-the-art life science centers through our Breakthrough Properties joint venture and foster innovation through our strategic proptech investments. By combining global perspective with local expertise and a personalized approach we are able to anticipate our customers evolving needs. We were the first real estate company to introduce asset-wide amenity services through our ZO platform and the first traditional real estate company to create its own flexible space and coworking brand Studio.

Since our founding in 1978 Tishman Speyer has acquired developed and operated 576 properties totaling 233 million square feet with a combined value of over $131 billion (U.S.). Tishman Speyer currently has approximately $65 billion in assets under management including iconic properties such as New York Citys Rockefeller Center São Paulos Torre Norte The Springs in Shanghai Paris Bourse in Paris and Frankfurts OpernTurm and TaunusTurm.

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 $175000 to $190000. 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 Speyers 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.

We are proud to be an Equal Opportunity Employer and treat all applicants for employment equally based upon job-related qualifications and without regard to race color age sex sexual orientation gender identity gender expression marital status military or veteran status national origin disability religion or any other characteristics protected by law.

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