Director, Global Customer Service

The Team

We are seeking a Director, Global Customer Service to lead the design, development, and deliveries of world-class landlord service experiences across the company’s global real estate portfolio. The Director will establish and execute a strategic vision to transform landlord interactions through technology, process optimization, and centralized service operations, supporting seamless, responsive, and efficient communication with the thousands of landlords connected to the company’s approximately 150,000 asset sites worldwide.

As Director, you will define and lead initiatives to simplify and streamline all low-complexity landlord transactions and inquiries, enabling scale, improving satisfaction, and enhancing operational efficiencies. You will play a key role in strengthening the company’s reputation with property owners, reducing cost to serve, and driving consistencies across markets. This position requires strong leadership, customer service orientation, digital innovation, and cross-functional collaboration with stakeholders across the Property Management, Legal, Finance, and Business Enablement teams.

In support of the company’s global efforts and transformation, you may also be required to 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. These dual responsibilities would require you to effectively drive progress on Global Landlord Services strategies while ensuring the seamless operational execution of property management functions in an assigned region.

What You Can Offer Us

• Develop and execute a global strategy to modernize landlord services, leveraging centralized service models, digital tools, and customer care operations to improve responsiveness and reduce friction.    
• Lead the design, implementation, and development of a global landlord contact center, customer relationship management (“CRM”) platform, and self-service portal, serving as the primary point of contact for transactional landlords’ needs.    
• 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, ensuring timely and effective resolutions through internal partners.    
• 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, using data to drive continuous improvements and service innovations.    
• 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.    
• As needed, support the Property Management organization’s global efforts as a Regional Lead, ensuring continuity of services and alignment with enterprise-wide global transformation goals.    
• Other duties as assigned.    

What You Need to Succeed

• 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 dr