Field QA & Client Experience Leader

Tishman Speyer; New York (NY); On-site; USD 130,000 - 160,000; Full time

Job summary

Tishman Speyer is seeking a Manager, Quality Assurance & Client Experience to lead field-based quality assurance, client experience, and corrective action across assigned commercial cleaning accounts. You will work with Account Management, Operations, supervisors, and HR to identify root causes and drive sustainable improvements.

Onsite presence is required; typical shift 2:00-10:00 pm ET. Base compensation ranges from $130,000 to $160,000 plus a discretionary bonus and full benefits.

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

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Quality inspections

Client relationship

Union experience

Communication

Microsoft Office

AI/automation tools

Tools

Microsoft Office

Job description

Tishman Speyer is seeking a Manager, Quality Assurance & Client Experience to lead field-based quality assurance, client experience, and corrective action across assigned commercial cleaning accounts. You will work with Account Management, Operations, supervisors, and HR to identify root causes and drive sustainable improvements.

Onsite presence is required; typical shift 2:00-10:00 pm ET. Base compensation ranges from $130,000 to $160,000 plus a discretionary bonus and full benefits.