Global Head of Customer Experience, Property Management (New York)

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. What this job involves:The Global Head of Customer Experience, Property Management, leads JLL's property management client experience worldwide, setting the standard for client experience across every region JLL serves. This leader owns the outcome that matters most to occupiers and owners alike: buildings that run flawlessly, teams that are responsive, and a service model that feels consistent whether the asset is in Chicago, London, or Singapore.The position carries global accountability for property management strategy, service delivery standards, client retention and growth, P&L performance, and the regional leadership teams who execute against those standards. The Global Head of Hospitality partners with PMs CEO, Regional Leads, and Client Relationship leads platforms to ensure property management strengthens the wider client relationship rather than operating in isolation. The ideal candidate has run large, multi-region property management or facilities operations on a scale, has a track record of improving client retention and satisfaction, and knows how to translate a global standard into local execution without losing what makes each market different.Property management is where JLL's promise to clients is proven or lost, building by building, every single day.What your day-to-day will look like:Global Strategy & LeadershipSet the global strategy and operating model for JLL's property management business, aligned to the firm's client-first positioningDefine a consistent client experience standard with flexibility for regional and asset-class nuanceServe as the accountable executive for property management performance, growth, and client outcomes worldwidePartner with PMs CEO and Regional Heads of Property Management to translate global standards into local executionRepresent property management in firmwide strategy, client pursuits, and cross-platform planning with Capital Markets, Work Dynamics, and Project & Development ServicesSet clear global KPIs and dashboards; monitor, audit, and course-correct performance by region and accountClient Experience & Service Delivery Own client satisfaction and retention outcomes across the global property management portfolioEnsure a consistent, high-quality service standard for owners and occupiers, responsiveness, transparency, and follow-through, in every regionEstablish escalation protocols so client issues are resolved quickly and visibly, with clear accountability at each levelBuild direct relationships with key global and regional clients, acting as an executive sponsor on the firm's largest accountsUse client feedback, satisfaction data, and account reviews to continuously refine the service modelDesign and implement operational tools, SOPs, and guidelines to ensure consistency and compliance.Drive one global standard with property management delivery while empowering regional leaders to adapt for local market, regulatory, and cultural conditionsBuild strong relationships with clients to drive loyalty and repeat business.Design and implement operational tools, SOPs, and guidelines to ensure consistency and compliance.Technology & Innovation Drive adoption of property management technology platforms to improve responsiveness, transparency, and data quality for clientsChampion data-driven decision-making, utilization, work order, and satisfaction data, across regional teamsIdentify opportunities to differentiate JLL's property management offering through technology, sustainability, and service innovationLeadership & Team DynamicsBuild and lead a high-performing global leadership team across all regionsEstablish consistent hiring, training, and performance management standards for property management staff worldwideDevelop a strong bench of regional leaders and succession plans for key rolesFoster a culture of accountability, client focus, and continuous improvement across the property management organizationMaintain rigorous global standards for health, safety, and regulatory compliance across all managed propertiesEstablish protocols for crisis management, business continuity, and incident responseEnsure operational resilience and consistent risk management practices across all regionsRequired Qualifications:15+ years in senior property management, facilities management, or real estate operations leadership, including significant multi-region or global scopeProven track record of improving client satisfaction and retention at scaleExperience running large, distributed operating teams across multiple countries and regulatory environmentsP&L ownership at a regional or global level within a real estate services, REIT, or asset management CapabilitiesExceptional client relationship and executive presence; comfortable with owners, occupiers, and C-suite stakeholdersAbility to translate a global standard into local execution without losing what makes each market differentStrong financial and commercial acumen; balances growth and cost discipline against service qualityAbility to lead through ambiguity and drive change across a large, distributed organizationData-driven approach to performance management and continuous improvementTrack record of building and developing regional leadership talentStrong organizational and program management skillsThrives in a fast-paced, client-facing environmentDeep knowledge of property and facilities management operations, systems, and vendor ecosystemsClient-first mindset with the judgment to balance client expectations against operational and financial realityGlobal mindset with local market and regulatory fluencyDetail orientation with uncompromising service standardsAbility to translate operational excellence into client retention and account growthSuccess MetricsClient satisfaction and retention across the global property management portfolioConsistency and quality of service delivery across regionsRevenue growth, margin, and overall P&L performanceRegional leadership bench strength and succession readinessSpeed and effectiveness of issue resolution and escalation managementThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Estimated compensation for this position:275,000.00 – 330,000.00 USD per yearThis range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.Location:Remote –Chicago, IL, Dallas, TX, New York, NY, San Francisco, CAIf this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salary Paid Time Off and Company HolidaysEarly access to earned wages through Daily PayAt JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.JLL Privacy NoticeJones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. 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If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at View email address on apply.placed-app.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.Pursuant to Columbia, SC ordinance, this posit