Customer Business Manager

LAX ConRAC Customer Business Manager (P3 O&M)

Role Purpose

The Customer Business Manager is accountable for the end-to-end delivery of Business & Maintenance (O&M) services at the LAX Consolidated Rent-A-Car (ConRAC) facility under a P3 (DBFOM) contract.

This role ensures contract compliance asset reliability KPI performance and customer (LAWA) satisfaction while maintaining a safe and efficient operating environment.

Core Accountabilities

Compliance & Governance

Own execution of Project Agreements requirements

Ensure compliance with:

o Availability and performance standards

o 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:

o 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:

o Availability and Performance compliance

o Response times and backlog

o 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:

o Staffing training and performance management

o 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:

o Contract-driven environments (P3 preferred)

o KPI-based performance management

o Leading large multi-disciplinary teams

Strong contract interpretation and stakeholder management skills

Position Profile

Full-time on-site leadership role at LAX ConRAC

High-visibility role with direct customer interface

Critical to contract compliance Business performance and financial outcomes