American Tower

Director, Global Landlord Services

American Tower

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida, Massachusetts

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Job Level

Lead

About the role

  • Lead the design, development, and deliveries of world-class landlord service experiences across the company’s global real estate portfolio.
  • Establish and execute a strategic vision to transform landlord interactions through technology, process optimization, and centralized service operations.
  • Define and lead initiatives to simplify and streamline all low-complexity landlord transactions and inquiries.
  • Play a key role in strengthening the company’s reputation with property owners, reducing cost to serve, and driving consistencies across markets.
  • Function, on an interim basis, as a Regional Lead for Property Management in at least one operating region, including Africa, Latin America, Europe, and the United States.
  • Develop and execute a global strategy to modernize landlord services, leveraging centralized service models, digital tools, and customer care operations.
  • Lead the design, implementation, and development of a global landlord contact center, CRM platform, and self-service portal.
  • Oversee landlord support inquiries within the defined scope, ensuring efficient resolutions of common inquiries related to lease terms, payments, maintenance, and documentation.
  • Establish clear escalation pathways for inquiries or disputes outside of the department’s defined scope.
  • Define and lead programs to enhance landlords’ awareness and engagement, including outbound communications, notifications, and satisfaction surveys.
  • Direct administrative operations that support lease documentation, signature routing, and outbound communications to landlords.
  • Collaborate closely with the broader Property Management team to ensure alignment of landlord services with operational priorities, standards, and regional nuances.
  • Develop and manage key performance indicators and service level agreements for all aspects of landlord services.
  • Work in partnership with the Business Enablement team to drive automation, self-service, and reporting capabilities.
  • Manage budgets, vendor relationships, and staffing plans to support the delivery of landlord services globally.
  • Lead, develop, and manage a high-performing team, providing direct and indirect leadership to drive collaboration, growth, operational execution, and landlord satisfaction across global functions.
  • Regularly prepare and present insights, updates, and recommendations to senior leaders to support strategic decisions.
  • Support the Property Management organization’s global efforts as a Regional Lead, ensuring continuity of services and alignment with enterprise-wide global transformation goals.

Requirements

  • Bachelor’s degree in Business Administration, Real Estate, Operations, Customer Service, or a related field required.
  • MBA or other relevant advanced degree preferred.
  • A minimum of 12 years of customer operations, service delivery, real estate operations, or property management experience required, at least 3 years of which was in a global leadership capacity.
  • Ability to develop and lead, with measurably business outcomes, customer-facing service organizations such as call centers, support desks, or centralized inquiry resolution functions in a complex global organization.
  • Experience implementing and managing CRM platforms and self-service tools in a high-volume, service-driven environment.
  • Strong understanding of real estate lease administration, property management workflows, and customer service best practices.
  • Success in driving digital transformations, process automations, and operational standardizations across diverse markets.
  • Excellent leadership, communication, and stakeholder management skills, with a track record of influencing high-performing teams across functional and regional boundaries.
  • Approximately 25–30% travel, including internationally, may be required to support the position’s responsibilities.
  • Strong organization, planning, and project management skills; ability to prioritize tasks for yourself and a team to meet requirements and deadlines.
  • Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
  • Strong leadership skills; ability to drive and motivate a team to achieve results.