Director of Operations - Client Services

ABM Industries • Flushing, NY, US • 1w ago

Overview

ABM is seeking a Director of Operations - Client Services to oversee all aspects of facilities management while ensuring exceptional customer service across the airport operation at Terminal B, LaGuardia Airport. This role oversees a diverse portfolio of services including janitorial, HVAC, electrical, passengers with restricted mobility (PRM), curbside ambassador operations, and overall guest experience functions. Serving as the primary liaison among internal departments and key stakeholders, including LaGuardia Gateway Partners (LGP), Facility Services, Passenger Services, Commercial Services, Airlines, TSA, and Port Authority, the Director ensures seamless coordination and communication.

This role proactively drives prompt, responsive, and effective service delivery, addressing interdepartmental issues and ensuring timely resolution. Reporting to the ABM Managing Director, the Director of Operations also oversees overall contract compliance, customer satisfaction, service performance standards, and financial results to ensure all obligations meet or exceed the contract’s scope, terms, and expectations.

Pay: $130,144 - $175,000

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Benefits: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management

Responsibilities

Customer & Stakeholder Leadership

Maintain a strong, proactive communication with customer departments, vendors, airlines, regulatory agencies, and all airport stakeholders to ensure Terminal B delivers high-quality service and seamless coordination.
Serve as the primary liaison across customer departments, ensuring prompt, responsive service delivery and timely resolution of interdepartmental issues.
Continually identify opportunities to enhance customer satisfaction and overall guest experience.

Operational Oversight & Service Delivery

Lead daily operations across janitorial, HVAC, electrical and mechanical engineering, concierge, PRM, curbside ambassador, and guest‑experience programs.
Direct all supporting functions including Training, Finance, HR, Recruiting, Safety, and Auditing.
Ensure consistent delivery of service-level expectations and elevate performance to meet or exceed contractual commitments.

Compliance, Safety & Quality Assurance

Ensure full compliance with federal, state, and local regulations (DER, OSHA, FLSA, EEO, ADA).
Collaborate with Safety and Service Quality teams to execute a rigorous, metrics-driven safety, service, and security program.
Oversee collection, analysis, and reporting of KPIs; ensure accuracy and timely delivery of all performance data.

Communication & Reporting

Communicate operational updates, risks, performance metrics, and key milestones to internal teams and external stakeholders.
Prepare weekly, monthly, quarterly, and annual performance reports for ABM leadership and the customer.
Present insights on staffing, service quality, operational challenges, and unusual events as needed.

Innovation & Continuous Improvement

Champion initiatives that modernize operations, elevate guest experience, and improve efficiency across the terminal.
Lead employee engagement and incentive programs to support retention, morale, and service excellence.

People Leadership & Labor Relations

Ensure staff receive appropriate technical, safety, and administrative training.
Manage staffing lifecycle activities including hiring, performance management, coaching, disciplinary actions, and salary recommendations.
Where applicable, interpret and uphold labor contract requirements; maintain effective relationships with union representatives.

Administration, Procurement & Project Support

Coordinate and monitor work priorities for direct reports; ensure quality standards are consistently met.
Approve major purchases and audit delegated purchasing activity for compliance and cost control.
Support minor construction and maintenance projects as assigned.
Develop or refine administrative systems when existing processes require enhancement or customization.
Participate in facility audit activities and support customer-driven initiatives.

Qualifications

Bachelor’s Degree or equivalent experience managing a large, multi-service account.
7 to 10 years plus of progressive operations leadership experience, preferably in an airport, hospitality, or facilities service delivery environment.
5 plus years of experience with full budget financial responsibility for a large department.
5 plus years of experience managing a large account with multiple buildings and sites.
3 plus years of experience directly managing an integrated facility solutions model that includes maintenance, janitorial, and customer service.
Willingness to work non-standard days and hours as required.

ABM is an Equal Opportunity Employer.
ABM is committed to diversity and inclusion and encourages individuals from all backgrounds to apply.