Global Head of Customer Experience – Property Management

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Develop the global strategy and operational framework for JLL's property management division, ensuring alignment with the firm's client-first philosophy.

• Establish a uniform client experience standard while allowing for regional and asset-class specific adaptations.

• Act as the accountable executive for property management performance, growth, and client results on a global scale.

• Collaborate with the PM CEO and Regional Heads of Property Management to implement global standards locally.

• Represent property management in firm-wide strategies, client engagements, and cross-platform initiatives with Capital Markets, Work Dynamics, and Project & Development Services.

• Take ownership of client satisfaction and retention across the global property management portfolio.

• Ensure a consistent and high-quality service standard for both owners and occupiers, emphasizing responsiveness, transparency, and follow-through in every region.

• Develop escalation protocols to ensure client issues are addressed swiftly and transparently, with clear accountability at all levels.

• Cultivate direct relationships with key global and regional clients, serving as an executive sponsor for the firm's largest accounts.

• Promote the adoption of property management technology platforms to enhance responsiveness, transparency, and data quality for clients.

• Build and lead a high-performing global leadership team across all regions.

• Uphold strict global standards for health, safety, and regulatory compliance in all managed properties.

⛳️ Requirements

• Over 15 years of experience in senior property management, facilities management, or real estate operations leadership, with significant multi-regional or global responsibilities.

• Demonstrated success in enhancing client satisfaction and retention at scale.

• Proven experience managing large, distributed operational teams across various countries and regulatory frameworks.

• P&L responsibility at a regional or global level within real estate services, REIT, or asset management sectors.

• Exceptional client relationship skills and executive presence; comfortable engaging with owners, occupiers, and C-suite stakeholders.

• Capability to translate global standards into local execution while respecting the unique aspects of each market.

• Strong financial and commercial insight; adept at balancing growth and cost discipline while maintaining service quality.

• Ability to navigate ambiguity and drive change across a large, dispersed organization.

• Data-driven approach to performance management and ongoing improvement.

• Proven track record in building and developing regional leadership talent.

• Strong organizational and program management abilities.

• In-depth knowledge of property and facilities management operations, systems, and vendor ecosystems.

• Client-first mindset with the foresight to balance client expectations with operational and financial realities.

• Global perspective coupled with local market and regulatory knowledge.

• Detail-oriented with unwavering service standards.

• Ability to convert operational excellence into client retention and account growth.

🏝️ Benefits

• 401(k) plan with company matching contributions.

• Comprehensive medical, dental, and vision care coverage.

• Paid parental leave at 100% of salary.

• Paid time off and company holidays.

• Early access to earned wages through Daily Pay.