Customer Business Manager

Overview The Customer Business Manager is part of the Sustainable Infrastructure, P3 business at Johnson Controls. The role ensures Customer Satisfaction, contractual requirements, Operations & Maintenance Services and financial performance across a broad spectrum of services through the selection of qualified team members and their development along with people‑oriented management of resources. The Manager manages the continuous improvement process while meeting the required metrics and successfully influencing required change, conformance, and governance. Responsibilities Understand contract terms and conditions and Customer expectations at a detailed level and take ownership for outcomes. Provide timely and effective communications with all employee levels within the project, the Customer’s organization, and JCI to build a strong win‑win relationship. Work closely with the Customer to ensure alignment with contract requirements and operational policies. Provide technical and management direction to maintenance management service contractor. Establish process performance metrics; schedule, track, analyze and report performance in terms of completion, quality, safety, costs and Customer Satisfaction; take corrective actions as needed. Review and proactively establish required procedures and train personnel to consistently meet and exceed the performance expectations of the Customer in the most safe and cost‑effective manner. Manage, direct and schedule day‑to‑day and long‑range activities to ensure all contract requirements and procedures of the site supervision and staff are implemented. Manage staff, including hiring, promotions, recognition, discipline, and performance management; plan, direct, and monitor performance objectives. Select and train all project employees and administer JCI policies, procedures, and standards to ensure JCI employees and vendors have the required technical, interpersonal skills and morale to meet and exceed the Customer’s expectations. Serve as a role model, mentor, and valued resource for the Customer and JCI; share process improvements and lessons learned with peers. Lead Customer meetings and collaborate with stakeholders, police, fire and airport; oversee performance reviews for all on‑site FM team members and primary sub‑contractors. Manage Contract Compliance requirements; perform periodic planned and random site ‘evaluation inspections’ to continuously monitor front line performance. Monitor results from annual and monthly Customer Satisfaction surveys and implement corrective action as required; promote a Facility Management Team culture oriented to Customer Satisfaction and Continuous Improvement. Qualifications Bachelor’s Degree in Business, Mechanical Engineering, Electrical or equivalent experience in a Facility Management discipline with 10 years or more experience. Five years of HVAC, Facilities, Housing or a parallel industry. Ability to work around the customer’s Key Process Indicators (KPI’s) and think strategically for long‑ and short‑term process improvements that will improve safety, reliability, and energy costs. Thorough understanding of contracts, contract interpretation, SOP’s, KPI’s and their interrelation with P3 model. Two years of management leadership experience. Demonstrated ability to communicate effectively with internal and external customers. Operations knowledge of disciplines in Engineering, Property Management; advance MS Office computer skills, Excel, PP, process improvement software, etc. Salary Hiring salary range: $107,000-161,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) Benefits Competitive pay. Paid vacation, holidays, and sick time. Comprehensive benefits package, including pension, medical, dental, and vision care – available from day one. Extensive product and on‑the‑job/cross‑training opportunities, supported by our outstanding internal resources. Equal Employment Opportunity 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. #J-18808-Ljbffr