Manager, Quality Assurance & Client Experience

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 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.

Key Responsibilities:

Quality Assurance & Inspections

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.

Client Experience & Complaint Resolution

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.

Accountability Coaching & Improvement

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.

Client Retention Reporting & Growth Support

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.

Key Performance Indicators

Inspection quality and completion; improvement in inspection scores; reduction in repeat deficiencies; complaint response and resolution; corrective-action closure and effectiveness; client satisfaction; coaching effectiveness; account stabilization; quality of documentation; and identification of operational risks and additional-service opportunities.

Skills & Qualifications:

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.

*Onsite presence is required for this position and the typical shift will be 2:00-10:00 pm ET with flexibility required.

The base compensation range for this role is $130000 to $160000. 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 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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