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About the Role

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.

Responsibilities

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
Set clear global KPIs and dashboards; monitor, audit, and course-correct performance by region and account
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
Use client feedback, satisfaction data, and account reviews to continuously refine the service model
Design 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 conditions
Build strong relationships with clients to drive loyalty and repeat business
Drive adoption of property management technology platforms to improve responsiveness, transparency, and data quality for clients
Champion data-driven decision-making, utilization, work order, and satisfaction data, across regional teams
Identify opportunities to differentiate JLL's property management offering through technology, sustainability, and service innovation
Build and lead a high-performing global leadership team across all regions
Establish consistent hiring, training, and performance management standards for property management staff worldwide
Develop a strong bench of regional leaders and succession plans for key roles
Foster a culture of accountability, client focus, and continuous improvement across the property management organization
Maintain rigorous global standards for health, safety, and regulatory compliance across all managed properties
Establish protocols for crisis management, business continuity, and incident response
Ensure operational resilience and consistent risk management practices across all regions

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 Capabilities
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
Thrives in a fast-paced, client-facing environment
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
Candidates must be authorized to work in the United States without sponsorship.

Skills

Property management
Facilities management
Real estate operations
Client relationship management
Financial acumen
Commercial acumen
Data-driven decision-making
Program management
Risk management
Technology adoption
Sustainability
Service innovation

Location

Remote – Chicago, IL
Remote – Dallas, TX
Remote – New York, NY
Remote – San Francisco, CA

Work Type

Remote
Full-time

Experience Level

15+ years

Salary/Compensations

$275,000.00 – $330,000.00 USD per year

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

About the Company

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.
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services.

Equal Opportunity

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.
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 position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.
California Residents only If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.