Job Description

ABM is seeking a Director of Operations - Client Services to oversee all aspects of facilities management while ensuring exceptional customer service across the airport operation at Terminal B, LaGuardia Airport. This role oversees a diverse portfolio of services including janitorial, HVAC, electrical, passengers with restricted mobility (PRM), curbside ambassador operations, and overall guest experience functions. Serving as the primary liaison among internal departments and key stakeholders, including LaGuardia Gateway Partners (LGP), Facility Services, Passenger Services, Commercial Services, Airlines, TSA, and Port Authority, the Director ensures seamless coordination and communication.

This role proactively drives prompt, responsive, and effective service delivery, addressing interdepartmental issues and ensuring timely resolution. Reporting to the ABM Managing Director, the Director of Operations also oversees overall contract compliance, customer satisfaction, service performance standards, and financial results to ensure all obligations meet or exceed the contract’s scope, terms, and expectations.

Pay $130,144 - $175,000

The pay listed is the salary range for this position. Any specific offer will vary based on the successful applicant’s education, experience, skills, abilities, geographic location, and alignment with market data. You may be eligible to participate in a Company incentive or bonus program.

Benefits ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management

Customer & Stakeholder Leadership

• Maintain a strong, proactive communication with customer departments, vendors, airlines, regulatory agencies, and all airport stakeholders to ensure Terminal B delivers high-quality service and seamless coordination.
• Serve as the primary liaison across customer departments, ensuring prompt, responsive service delivery and timely resolution of interdepartmental issues.
• Continually identify opportunities to enhance customer satisfaction and overall guest experience.

Operational Oversight & Service Delivery

• Lead daily operations across janitorial, HVAC, electrical and mechanical engineering, concierge, PRM, curbside ambassador, and guest‑experience programs.
• Direct all supporting functions including Training, Finance, HR, Recruiting, Safety, and Auditing.
• Ensure consistent delivery of service-level expectations and elevate performance to meet or exceed contractual commitments.

Compliance, Safety & Quality Assurance

• Ensure full compliance with federal, state, and local regulations (DER, OSHA, FLSA, EEO, ADA).
• Collaborate with Safety and Service Quality teams to execute a rigorous, metrics-driven safety, service, and security program.
• Oversee collection, analysis, and reporting of KPIs; ensure accuracy and timely delivery of all performance data.

Communication & Reporting

• Communicate operational updates, risks, performance metrics, and key milestones to internal teams and external stakeholders.
• Prepare weekly, monthly, quarterly, and annual performance reports for ABM leadership and the customer.
• Present insights on staffing, service quality, operational challenges, and unusual events as needed.

Innovation & Continuous Improvement

• Champion initiatives that modernize operations, elevate guest experience, and improve efficiency across the terminal.
• Lead employee engagement and incentive programs to support retention, morale, and service excellence.

People Leadership & Labor Relations

• Ensure staff receive appropriate technical, safety, and administrative training.
• Manage staffing lifecycle activities including hiring, performance management, coaching, disciplinary actions, and salary recommendations.
• Where applicable, interpret and uphold labor contract requirements; maintain effective relationships with union representatives.

Administration, Procurement & Project Support

• Coordinate and monitor work priorities for direct reports; ensure quality standards are consistently met.
• Approve major purchases and audit delegated purchasing activity for compliance and cost control.
• Support minor construction and maintenance projects as assigned.
• Develop or refine administrative systems when existing processes require enhancement or customization.
• Participate in facility audit activities and support customer-driven initiatives.

• Bachelor’s Degree or equivalent experience managing a large, multi-service account.
• 7 to 10 years plus of progressive operations leadership experience, preferably in an airport, hospitality, or facilities service delivery environment.
• 5 plus years of experience with full budget financial responsibility for a large department.
• 5 plus years of experience managing a large account with multiple buildings and sites.
• 3 plus years of experience directly managing an integrated facility solutions model that includes maintenance, janitorial, and customer service.
• Willingness to work non-standard days and hours as required.

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.
ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status. 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.

ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.

ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you’ll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you’re looking for a frontline or professional position, you can find post-military career opportunities across ABM.

ABM directs all applicants to apply at www.abm.com/careers ABM does not accept unsolicited resumes or submissions outside of this portal. Applicants should submit their application by clicking Apply Now.
For more information, visit www.abm.com