Contract Manager - Customer Experience

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
  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
• Maintains Security Identification Display Area (SIDA) clearance
• 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