Description:
LAX ConRAC – Customer Business Manager (P3 O&M)
Role Purpose
The Customer Business Manager is accountable for the end-to-end delivery of Business & Maintenance (O&M) services at the LAX Consolidated Rent-A-Car (ConRAC) facility under a P3 (DBFOM) contract.
This role ensures contract compliance, asset reliability, KPI performance, and customer (LAWA) satisfaction, while maintaining a safe and efficient operating environment.
Core Accountabilities
1.Contract Compliance & Governance
· Own execution of Project Agreements requirements
· Ensure compliance with:
o Availability and performance standards
o Maintenance obligations and response times
· Lead audits, reporting, and interface with LAWA on contractual matters
· Collaborate with co-partner to deliver contractual obligations
· Develop SOP/EOP and implement
· Critical thinker
· Able to lead and coordinate contractual meetings with key stakeholders (Police, Fire, LAWA and rental car customers)
2. Business & Asset Management
· Oversee all O&M activities across critical systems:
o HVAC, BAS, electrical, vertical transport, fire/life safety, security
· Ensure effective work order management, PM execution, Life Cycle program and asset reliability
· Oversee subcontractors and service providers
3. KPI & Performance Management
· Manage contract-driven performance metrics, including:
o Availability and Performance compliance
o Response times and backlog
o Quality, safety, and cost performance
· Drive corrective actions and continuous improvement initiatives
· Employee performance metrics
4. Customer & Stakeholder Leadership
· Serve as primary Business interface with LAWA and Project Company
· Lead performance reviews and Business meetings
· Provide clear reporting on performance, risks, and improvement plans
· Maintain strong, collaborative customer relationships
5. Team Leadership
· Lead a multi-disciplinary FM team and subcontractors
· Responsible for:
o Staffing, training, and performance management
o Workforce planning and technical capability development
· Promote a culture of safety, accountability, and continuous improvement
Key Success Measures
· Compliance with availability and performance standards
· Achievement of contract KPIs and service levels
· Successful audit and compliance outcomes
· Manage multiple site budgets and meet forecasted margins
· Customer (LAWA) satisfaction
· Safety performance and Business reliability
Qualifications
· 10+ years in facility management / infrastructure O&M
· Strong background in multi-system technical Business (HVAC, electrical, life safety)
· Proven experience in:
o Contract-driven environments (P3 preferred)
o KPI-based performance management
o Leading large, multi-disciplinary teams
· Strong contract interpretation and stakeholder management skills
Position Profile
· Full-time, on-site leadership role at LAX ConRAC
· High-visibility role with direct customer interface
· Critical to contract compliance, Business performance, and financial outcomes