Global Head of Customer Experience – Property Management

Jones Lang LaSalle Americas, Inc.

. Global Strategy & Leadership: Set the global strategy and operating model for JLL's property management business, aligned to the firm's client-first positioning .

Posted 7/31/2026full-timeRemote • California, Illinois, New York, Texas • 🇺🇸 United StatesLead💰 $275,000 - $330,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in global property management leadership, focusing on client satisfaction, retention, and operational excellence. Proven ability to drive change and build high-performing teams while maintaining rigorous standards for service quality and regulatory compliance.

Highest-signal resume keywords

15+ Years In Senior Property ManagementP&L Ownership At A Regional Or Global LevelClient Relationship ManagementData-Driven Performance ManagementStrong Financial And Commercial Acumen

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Property Management OperationsFacilities ManagementReal Estate Operations LeadershipProgram ManagementPerformance ManagementRegulatory ComplianceClient Satisfaction ImprovementAccount Growth StrategiesOperational ExcellenceMulti-Region Leadership

Soft Skills

Executive PresenceOrganizational SkillsDetail OrientationAbility To Lead Through AmbiguityClient-First Mindset

Tools & Technologies

Property Management Technology Platforms

Industry Keywords

Global StrategyClient Experience StandardHealth And Safety ComplianceReal Estate ServicesREITAsset ManagementVendor EcosystemsCross-Platform PlanningClient RetentionRegional Leadership Talent

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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