Global Head of Customer Experience – Property Management

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🔥 2 minutes ago

🏄 California, Illinois, +2 more states – Remote

🏄 California – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🤠 Texas – Remote

💵 $275k - $330k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Jones Lang LaSalle Americas, Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏠 Real Estate

🤝 B2B

💼 Consulting

Real Estate • B2B • Consulting

Jones Lang LaSalle Americas, Inc. is a company that provides commercial real estate services for corporations and investors worldwide. Their focus is on helping clients save money, increase productivity, and improve sustainability in real estate operations.

📋 Description

• Global Strategy & Leadership: Set the global strategy and operating model for JLL's property management business, aligned to the firm's client-first positioning • Define a consistent client experience standard with flexibility for regional and asset-class nuance • Serve as the accountable executive for property management performance, growth, and client outcomes worldwide • Partner with PMs CEO and Regional Heads of Property Management to translate global standards into local execution • Represent property management in firmwide strategy, client pursuits, and cross-platform planning with Capital Markets, Work Dynamics, and Project & Development Services • Own client satisfaction and retention outcomes across the global property management portfolio • Ensure a consistent, high-quality service standard for owners and occupiers, responsiveness, transparency, and follow-through, in every region • Establish escalation protocols so client issues are resolved quickly and visibly, with clear accountability at each level • Build direct relationships with key global and regional clients, acting as an executive sponsor on the firm's largest accounts • Drive adoption of property management technology platforms to improve responsiveness, transparency, and data quality for clients • Build and lead a high-performing global leadership team across all regions • Maintain rigorous global standards for health, safety, and regulatory compliance across all managed properties

🎯 Requirements

• 15+ years in senior property management, facilities management, or real estate operations leadership, including significant multi-region or global scope • Proven track record of improving client satisfaction and retention at scale • Experience running large, distributed operating teams across multiple countries and regulatory environments • P&L ownership at a regional or global level within a real estate services, REIT, or asset management • Exceptional client relationship and executive presence; comfortable with owners, occupiers, and C-suite stakeholders • Ability to translate a global standard into local execution without losing what makes each market different • Strong financial and commercial acumen; balances growth and cost discipline against service quality • Ability to lead through ambiguity and drive change across a large, distributed organization • Data-driven approach to performance management and continuous improvement • Track record of building and developing regional leadership talent • Strong organizational and program management skills • Deep knowledge of property and facilities management operations, systems, and vendor ecosystems • Client-first mindset with the judgment to balance client expectations against operational and financial reality • Global mindset with local market and regulatory fluency • Detail orientation with uncompromising service standards • Ability to translate operational excellence into client retention and account growth

🏖️ Benefits

• 401(k) plan with matching company contributions • Comprehensive Medical, Dental & Vision Care • Paid parental leave at 100% of salary • Paid Time Off and Company Holidays • Early access to earned wages through Daily Pay