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 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