Contract and Quality Control Manager

Munich Airport NJ LLC is an US-based subsidiary of the German airport operator Munich Airport. Munich Airport NJ LLC (MANJ) is responsible for the operations, maintenance and concession management and services at Newark Liberty International Airport (EWR) Terminal A.

We are currently looking for a Contract and Quality Control Manager to join our team. As a member of the MANJ team, you will be part of a dynamic team, helping to enhance travelers’ journeys by providing best-in-class airport services and elevating travel experiences beyond expectations.

The Contract and Quality Control Manager oversees janitorial and related service contracts and is accountable for the quality, consistency, and contractual compliance of services delivered by external providers. The role uses field inspections, customer feedback, performance data, Maximo work management, and Power BI reporting to drive timely corrective action, improve the passenger experience, and contract management. The position serves as a key operational liaison for airport stakeholders, including airlines, the Port Authority of New York and New Jersey, the Transportation Security Administration (TSA), Munich Airport NJ personnel, and terminal tenant staff.

Core Responsibilities

• Develop and maintain world-class scopes of work, service standards, specifications, and performance requirements for custodial and janitorial service contracts.
• Support the evaluation, selection, onboarding, and ongoing management of custodial, waste management, and related facility service providers.
• Develop and administer inspection, verification, and quality assurance programs that measure compliance with contractual requirements and established service standards.
• Perform field checks of service quality, staffing, equipment, supplies, and work practices; document deficiencies and coordinate corrective and preventive actions with contractors and internal stakeholders.
• Monitor contractor compliance in collaboration with Facilities and Maintenance Contract Managers, escalating recurring or material performance gaps as appropriate.
• Develop, maintain, and continuously improve quality control plans, inspection forms, reporting tools, standards, and operating procedures.
• Analyze complaints, service requests, inspection findings, trends, and performance results; recommend changes to operating practices, contract requirements, staffing strategies, and service delivery methods.
• Participate in the preparation, procurement, negotiation support, renewal, and improvement of service contracts.
• Develop and communicate sanitary practices and procedures and serve as a technical resource to internal and external stakeholders.
• Respond to customer and stakeholder complaints by completing research and validation, coordinating resolution, and ensuring required follow-up and closure.
• Coordinate janitorial service delivery and quality requirements with airlines, the Port Authority of New York and New Jersey, TSA, Munich Airport NJ personnel, and terminal tenant staff, ensuring concerns are documented, assigned, tracked, communicated, and brought to verified closure.
• Participate in stakeholder meetings, operational reviews, inspections, and service-recovery discussions; provide clear status updates, performance data, risks, and proposed corrective actions.
• Maintain professional working relationships across the airport community and balance operational access, security, passenger experience, tenant needs, and contractual requirements when coordinating janitorial work.
• Perform other duties related to contract administration, janitorial operations, stakeholder coordination, and quality assurance.

Performance Management, Systems, and Reporting

• Establish and maintain key performance indicators (KPIs) for janitorial operations, including service quality, inspection compliance, response and completion performance, repeat deficiencies, complaint trends, corrective action closure, staffing compliance, and other contract-specific measures.
• Use FeedbackNow reports and location-based customer feedback trends to identify service issues, prioritize inspections or dispatch activity, validate corrective action, and measure improvement in the customer experience.
• Coordinate and support ASQ reporting by reviewing relevant cleanliness and passenger experience results, identifying trends and service gaps, and translating findings into targeted operational improvement plans.
• Use Maximo to facilitate janitorial operations and quality management, including service requests, work orders, inspections, deficiency tracking, assignment, prioritization, follow-up, documentation, and closure verification.
• Promote accurate, timely, and consistent Maximo data entry so that work history, response activity, asset or location information, labor activity, and corrective actions can be reliably analyzed and audited.
• Develop and maintain Power BI dashboards and recurring reports that integrate Maximo, FeedbackNow, ASQ, inspection, and contractor performance data to provide visibility into KPIs, trends, exceptions, open actions, and contract performance.
• Validate source data and reporting logic, reconcile discrepancies, and work with stakeholders to improve data quality, definitions, and reporting consistency.
• Present concise performance updates, trend analyses, risks, and recommended actions to Facilities leadership, contractors, and other stakeholders.

Skills and Experience
Education

• Bachelor's degree in Facilities Management, Business Administration, Hospitality Management, Aviation Management, Operations Management, or a related field preferred.
• Relevant industry certifications in facilities management, IFMA Facility Management Professional (FMP) or Certified Facility Manager (CFM), contract management, quality assurance, or airport operations are desirable.

Experience

• Minimum of 7-10 years of progressive experience in janitorial, custodial, soft services or facilities management.
• Minimum of 3-5 years of management experience overseeing large-scale janitorial or soft services contracts in an airport, transportation hub, healthcare facility, convention center, stadium, or similar high-volume public environment.
• Demonstrated experience managing outsourced service providers and performance-based contracts.
• Experience developing and administering quality assurance programs, inspections, audits, and corrective action processes.
• Experience working in a 24/7 operational environment where service continuity and rapid response are critical.

• Experience interacting with airport stakeholders, including airlines, regulatory agencies, tenants, and facility operators.
• Comprehensive knowledge of contract administration, scope development, service level agreements (SLAs), key performance indicators (KPIs), and contractor performance management.
• Ability to evaluate contractor performance, identify deficiencies, and implement corrective and preventive actions.
• Strong negotiation and relationship management skills.

The base salary range for this role is $80k to $90k. Base salary is part of our total rewards package which also includes the opportunity for annual salary increases and bonuses. Employees are eligible for them and eligible dependents to enroll in medical, dental, vision and Employee Assistance Plan (EAP) benefits as of DAY 1 . Employees are also eligible for our 401(k) plan, which includes a company match, after six months of service. The employer also provides life and disability insurances and leaves provided in line with NJ and federal law. Our robust time-off policy includes paid time off and 12 paid holidays. Total compensation, including base salary to be offered, will depend on elements unique to each candidate, including candidate experience, skills, education and other factors permitted by law.

Munich Airport US Holding and its subdivision Munich Airport NJ LLC are equal opportunity employers.

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