Director, Operational Excellence & Client Experience

Tishman Speyer; New York (NY); On-site; USD 175,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with matching

Wellness benefits

Job summary

Tishman Speyer seeks a Director of Operational Excellence, Client Experience & Strategy to drive performance, service quality and strategic growth across its commercial cleaning portfolio. This senior role partners with operations, HR and account leadership to resolve concerns, protect client relationships, and translate field intelligence into scalable improvements.

Reporting to the Senior Director CSTS, the role leads Quality Assurance & Client Experience and ensures accountability, with

Qualifications

• 15+ years in commercial cleaning/janitorial ops
• Experience leading cleaning operations across multiple properties
• Client-facing sales or business-development exposure with owners or managers
• Strong understanding of cleaning operations, retention, and growth
• Experience in a unionized workforce and CB environment (32BJ)
• Proficiency in reporting and performance-tracking tools
• Willingness to conduct field visits during service hours including evenings

Responsibilities

• Lead portfolio quality-assurance framework with standards, scoring and reporting
• Review inspection results and action plans to identify systemic issues
• Provide independent visibility into service quality and account health
• Lead corrective-action ownership and stabilization strategies
• Develop scalable operating practices, training priorities, and improvement initiatives
• Oversee client relationship leadership and escalation handling
• Drive growth opportunities and new-business development through insights

Skills

Experience 15+ yrs

Cleaning operations

Client relationships

Analytical skills

Executive communication

Onsite presence

Tools

MS Office

Inspection systems

Job description

Tishman Speyer seeks a Director of Operational Excellence, Client Experience & Strategy to drive performance, service quality and strategic growth across its commercial cleaning portfolio. This senior role partners with operations, HR and account leadership to resolve concerns, protect client relationships, and translate field intelligence into scalable improvements.

Reporting to the Senior Director CSTS, the role leads Quality Assurance & Client Experience and ensures accountability, with