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

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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.

• 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.

• Establish and maintain key performance indicators (KPIs)…