QA & Client Experience Manager, Field Excellence

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

Benefits offered by this job

Medical, dental, and vision insurance

Life and disability insurance

401(k) with matching

Wellness benefits

Job summary

Tishman Speyer in New York is seeking a Manager, Quality Assurance & Client Experience to drive field-based quality assurance, client satisfaction, and corrective-action follow-through across assigned commercial cleaning accounts.

Reporting to the Director, Operational Excellence, Client Experience, & Strategy, you will partner with Account Management, Operations, supervisors, and HR to identify root causes and deliver sustainable solutions.

Qualifications

• 10+ years of experience in commercial cleaning, facilities management, or a similar service environment.
• Experience conducting quality inspections and supporting operational improvement; knowledge of commercial cleaning preferred.
• Experience with unionized employees, preferably in a 32BJ or similar environment.
• Strong observational, organizational, written and verbal communication skills.
• Ability to build productive client relationships and work with cross-functional teams.
• Proficiency with standard office software and inspection/tracking tools.
• Comfort using AI, automation, and data-driven tools to improve efficiency.

Responsibilities

• Conduct scheduled, random, and follow-up inspections using standardized tools and scoring methods.
• Evaluate cleaning quality, staffing execution, and adherence to standards; document deficiencies with actionable deadlines.
• Investigate significant or recurring client complaints and communicate follow-through actions.
• Coordinate corrective actions with Account Management and Operations to stabilize accounts.
• Coach and train teams on cleaning standards, documentation, and client service; identify improvement opportunities.
• Provide regular reporting on inspection results, trends, and risks; escalate critical issues promptly.

Skills

Quality inspections

Unionized workforce

Client experience

Observational skills

Communication skills

Microsoft Office

Inspection software

Data-driven decision making

Tools

Inspection software

Microsoft Office

Job description

Tishman Speyer in New York is seeking a Manager, Quality Assurance & Client Experience to drive field-based quality assurance, client satisfaction, and corrective-action follow-through across assigned commercial cleaning accounts.

Reporting to the Director, Operational Excellence, Client Experience, & Strategy, you will partner with Account Management, Operations, supervisors, and HR to identify root causes and deliver sustainable solutions.