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Overview

**Pay:** $ 160K/YR

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information:

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management (https://wpe-media.abm.com/wp-content/uploads/2025/ABM\_2025\_Employee\_Benefits\_Staff\_&\_Management\_No%20Date%209.5.24.pdf)

The Program Customer Experience Director plays a critical leadership role in delivering high-impact commercial cleaning services, project leadership and change management across manufacturing environment projects. This position is responsible for driving operational excellence, project alignment, ensuring

compliance with industry-specific standards and maintaining strong client relationships. The Manager will oversee project management and client engagement, focusing on safety, efficiency, and measurable business value.

Key Responsibilities:

Client Engagement & Strategic Partnership

• Build and maintain strong relationships with manufacturing clients, plant managers, and facility stakeholders.

• Lead regular customer interactions, escalation responses, route business reviews and provide strategic reporting on service performance, compliance, and continuous improvement.

• Serve as the primary point of contact for client communications, escalations, change management and service excellence.

Operational Leadership

• Direct and support account teams to ensure consistent execution of ABM’s cleaning protocols tailored to manufacturing environments.

• Oversee daily project operations including industrial scheduling oversight and execution of cleaning, sanitation, and specialized services for production areas.

• Ensure alignment with ABM’s core priorities: safety, sustainability and service excellence.

Compliance & Facility Standards

• Ensure strict adherence to OSHA and other regulatory standards relevant to cleaning and operating in manufacturing facilities.

• Implement quality assurance programs and long-term planning for project and infrastructure maintenance.

Team Development & Culture

• Lead, coach, and develop site personnel to foster a high-performance, safety-first culture.

• Promote employee engagement, morale, and professional development.

• Ensure compliance with employment laws, union agreements (if applicable), and ABM policies.

Qualifications

• Bachelor’s degree or equivalent experience (5–7 years in a leadership role within facilities or manufacturing support services).

• Proven success in client experience, project management, change management, scope and budget oversight.

• Strong communication skills—able to lead tough conversations and interact with senior stakeholders, team members and suppliers.

• Proficiency in project management, general software systems including spreadsheets and word processing tools.

• Valid driver’s license may be required.

Preferred Skills & Attributes

• Deep understanding of manufacturing environments and industrial cleaning standards.

• Strategic thinker with a customer-first mindset and a focus on operational efficiency.

• Skilled at navigating complex organizations and managing large teams.

• Ability to drive change and influence outcomes across diverse teams and client

REQNUMBER: 132415

ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.