Customer Business Manager

Customer Business Manager

Johnson Controls is a global leader in smart, healthy, and sustainable buildings. Our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a winning team where you can build your best future through meaningful work, learning opportunities, and a culture that values your voice, your ideas, and your growth.

What we offer:

• Competitive salary
• Paid vacation/holidays/sick time- 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

Role Overview

The Customer Business Manager drives operational excellence, strengthens customer relationships, and develops high-performing teams in a Facilities Management environment. Success in this role means delivering reliable service, maintaining strong contract compliance, improving financial and operational performance, and continuously raising the standard of service delivery.

What you will do

• Own overall performance of the on-site Facilities Management team and contract deliverables.
• Ensure customer satisfaction, operational reliability, and financial performance across a broad range of services.
• Provide technical guidance and management oversight to maintenance teams and service contractors.
• Build and maintain strong customer relationships through effective communication with customer leaders, project staff, and Johnson Controls stakeholders.
• Establish, monitor, and report key performance metrics related to work requests, scheduling, quality, safety, cost, and customer satisfaction.
• Lead contract compliance activities and ensure adherence to customer, regulatory, and company requirements.
• Manage team performance through hiring, onboarding, coaching, recognition, performance management, and career development.
• Develop strategic and operational plans that support customer objectives and business goals.
• Facilitate customer meetings, business reviews, and improvement discussions.
• Conduct site inspections, review service performance, and implement corrective actions where needed.
• Oversee procedures and training programs that support safe, efficient, and cost-effective service delivery.
• Promote continuous improvement, collaboration, and a strong service culture across employees and vendor partners.

How You Will Do It

• Take full ownership of outcomes by understanding contract terms, customer expectations, and operational priorities.
• Stay close to the work, remove barriers quickly, and keep the customer informed with timely, clear communication.
• Lead with accountability, safety, and integrity while ensuring standards are consistently applied across Johnson Controls teams and subcontractors.
• Use data and process metrics to identify gaps, solve problems, and drive continuous improvement.
• Build trust across functions by collaborating with customers, site teams, leadership, and service partners as one team.
• Use candor, coaching, and structured follow-up to improve performance and strengthen team capability every day.
• Review work execution, scheduling, quality, safety, and cost performance regularly to support informed decisions.
• Share best practices and lessons learned to improve consistency and service delivery across the site.
• Support a culture centered on customer satisfaction, teamwork, and operational discipline.

What We Look For

Required

• Bachelor's degree in Business, Mechanical Engineering, Electrical Engineering, Facilities Management, or a related field, or an equivalent combination of education and experience.
• At least 5 years of experience in Facilities Management, HVAC, Construction, Engineering Services, or a related industry.
• At least 2 years of leadership or people management experience.
• Strong understanding of contract administration, contract interpretation, Standard Operating Procedures (SOPs), performance metrics, and service delivery models.
• Proven ability to manage customer Key Performance Indicators (KPIs) and develop initiatives that improve safety, reliability, operational efficiency, and energy performance.
• Working knowledge of engineering operations, facilities management, property management, and service delivery practices.
• Demonstrated ability to build relationships and communicate effectively with internal and external stakeholders.
• Advanced proficiency in Microsoft Office Suite, including Excel, PowerPoint, and reporting or analysis tools.

Nice To Have

• Experience leading large-scale facilities management programs in manufacturing, industrial, data center, pharmaceutical, healthcare, or other mission-critical environments.
• Technical knowledge of HVAC, Building Automation Systems (BAS), electrical systems, fire and life safety systems, and security systems.
• Experience managing subcontractors and multiple service providers within a complex facilities environment.
• Strong background in continuous improvement methodologies and operational excellence initiatives.
• Ability to analyze financial performance, manage budgets, and drive cost optimization while maintaining service quality.

Hiring salary range: $100,000-150,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.