Contract Manager - Customer Experience

Description

CLASS SUMMARY

This position provides strategic oversight and administration of Environmental Services (EVS), Customer Relations (CS), and other assigned service contracts supporting CVG Airport. Serves as the primary contract-management liaison between CVG Airport, service providers, and internal stakeholders. This position establishes performance expectations, monitors contractual compliance, manages vendor accountability, evaluates financial performance, and facilitates continuous improvement. This position works collaboratively with internal and external airport stakeholders to translate operational and customer service requirements into measurable contract standards while ensuring contracts continue to meet the evolving needs of the airport.

ESSENTIAL DUTIES

Manages all aspects of assigned airport service contracts, serving as the primary liaison with service providers and internal stakeholders to ensure contract requirements, performance expectations, compliance obligations, and organizational interests are effectively administered

• Manages all aspects of assigned airport service contracts, serving as the primary liaison with service providers and internal stakeholders to ensure contract requirements, performance expectations, compliance obligations, and organizational interests are effectively administered

and represented.

• Establishes and administers contractor performance-management programs, including KPIs, SLAs, audits, inspections, performance reviews, governance meetings, and reporting processes to ensure contractual compliance, service quality, accountability, and continuous improvement.
• Monitors contractor compliance with contractual requirements, airport policies, and operational standards; identifies deficiencies and administers corrective-action processes through resolution in coordination with internal stakeholders and service providers.
• Provides financial oversight of assigned contracts through invoice review, expenditure tracking, forecasting, reporting, and analysis of resource requirements, contractual commitments, financial risks, and budget performance.
• Leads continuous improvement and contract optimization initiatives through benchmarking, performance analysis, operational assessments, and evaluation of service-delivery models, technologies, resources, and vendor practices.
• Supports the full contract lifecycle, including planning, procurement, negotiation, implementation, renewal, amendment, and rebid activities; develops service specifications and performance standards using operational, financial, and stakeholder data to support future service needs.
• Responsible for all contract management activities as documented in KCAB Policy 1014, Contract Management. As the subject matter expert, responsible for all key aspects of contract management ensuring KCAB’s interests are represented in any business activities regarding the

agreement.

• Audits and tracks contractor-required training and certifications and verifies that service providers maintain appropriate documentation.
• Maintains contract records and verifies contractor documentation, training requirements, certifications, insurance, and other compliance-related records.
• Performs other duties of a similar nature and level as assigned.

EDUCATION & EXPERIENCE

Minimum Education: Associate’s degree

Preferred Education: Bachelor’s degree

Details:

Business Administration, Contract Management, Supply Chain Management, Procurement, Finance, Aviation Management, Public Administration, Hospitality Management, or a related field. Minimum Years of Direct Experience: 5

Details:

Progressively responsible experience in contract administration, vendor management, procurement, facilities services, customer service operations, airport operations, or a related field. Or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

LICENSING/CERTIFICATIONS

Required

• Audits and tracks contractor-required training and certifications and verifies that service providers maintain appropriate documentation.
• Ability to obtain and maintain position appropriate Federal security clearance
• Valid Driver’s license

Additional Security Levels Required (Customs or Police Department): Yes

Airfield Driving

This position requires driving on the airfield ramps.

DEMONSTRATED KNOWLEDGE OF

• Airport operations, policies, and procedures
• Environmental Services functions and operations
• Facility and asset management
• Project and contract management
• MS Office Suite of Products
• ISSA Cleaning Standards
• OSHA regulations
• Inspection-related technologies & software
• Managing or administering service-based contracts and vendor relationships
• Monitoring contractor performance against contractual requirements, service-level agreements (SLAs), and key performance indicators (KPIs)
• Reviewing invoices, purchase orders, contract expenditures, change orders, and/or budget forecasts
• Coordinating competitive solicitations, contract renewals, amendments, or rebids
• Analyzing performance data and developing reports, dashboards, or recommendations for leadership.

DEMONSTRATED SKILL IN

• Clearly and effectively communicating, negotiating, and advocating, both orally and in writing
• Use of a variety of computer-based technologies including word processing, and spreadsheets
• Use of independent judgement, critical thinking, and problem solving
• Manage confidential information
• Establishing and maintaining effective, fair, cooperative, collaborative, and respectful relationships with various internal and external colleagues, peers, work teams and workgroups

Why Join Us?

BENEFITS: (Full Time Positions)

• 100% Employer Paid Health & Wellness Center
• Comprehensive Insurance Options: Medical, dental, vision and life insurance, including a $0 premium medical plan option and no spousal surcharge
• CVG CARES: $2,500 employer paid childcare subsidy
• Health Savings Account & Dependent Care Flexible Spending Account
• Retirement Plans: Employer and employee contributions to KY Public Pension Authority retirement plan
• KY Deferred Comp Plans: 401(k) and 457 options
• Generous Paid Time Off: Including 10 holidays a year
• Lifestyle Spending Account: $750 annual benefit for approved eligible services such as gym memberships, nutrition services, family support services, home cleaning, and meal delivery services
• Employee Assistance Program
• Voluntary Wellness Program: Earn financial incentives and paid time off
• Tuition Reimbursement and Professional Development Programs
• Performance Reward Program (potential to earn up to $2100 annually)
• Onsite Fitness Facilities

Don’t meet every requirement? If you are excited to make a positive impact for our region, but your experience doesn’t align perfectly, we encourage you to apply. You may be the right candidate for CVG Airport, whether it be this role or another.