Global Head of Customer Experience

Job Summary

Leading the global strategy for property management client experience, the full-time Global Head of Customer Experience will oversee service delivery standards, client retention, and P&L performance while working remotely across various locations including Chicago, Dallas, New York, and San Francisco.

Key responsibilities

• Set and implement the global strategy and operating model for property management, ensuring alignment with client-first positioning
• Own client satisfaction and retention outcomes, establishing consistent service standards and escalation protocols across regions
• Drive the adoption of property management technology platforms to enhance service delivery and data quality for clients

Required qualifications

• 15+ years of leadership experience in property management or real estate operations with a global scope
• Proven track record in improving client satisfaction and retention at scale
• Experience managing large, distributed teams across multiple countries and regulatory environments
• Strong financial acumen with P&L ownership experience
• Exceptional client relationship skills and executive presence, comfortable engaging with C-suite stakeholders