Job
Description
JLL supports the Whole You, personally and professionally.
Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
Position Overview
Lead residential property operations across designated city markets, driving performance excellence through strategic team management, client relationship stewardship, and operational optimization. This role combines hands-on leadership with strategic oversight to deliver exceptional service outcomes while maintaining financial accountability and contract compliance.
Key Responsibilities
Team Leadership & Performance Management Manage and develop high-performing residential service teams across multiple properties and client accounts. Conduct regular performance reviews, implement improvement plans, and foster professional development opportunities. Drive accountability through clear goal-setting, coaching, and recognition programs that align individual performance with organizational objectives.
Client Relationship Management Serve as primary strategic contact for key residential clients, maintaining strong partnerships through proactive communication and service delivery excellence. Anticipate client needs, resolve escalated issues swiftly, and identify opportunities for service enhancement and portfolio growth. Ensure client satisfaction through consistent touchpoints and responsive problem resolution.
Service Level Agreement & KPI Management Monitor and optimize performance against established SLAs and key performance indicators including response times, tenant satisfaction scores, maintenance completion rates, and occupancy metrics. Implement corrective actions when performance gaps emerge and drive continuous improvement initiatives to exceed contractual commitments.
Financial Planning & Budget Management Develop and manage annual operating budgets for assigned residential portfolios, tracking expenses against projections and identifying cost optimization opportunities. Analyze financial performance, prepare variance reports, and make data-driven recommendations to improve profitability while maintaining service quality standards. Be responsible for new business in the city by working closely with Business Development team.
Contract Governance & Compliance Ensure full compliance with contract terms, service specifications, and regulatory requirements across all managed properties. Maintain thorough understanding of contract obligations, renewal timelines, and performance standards. Coordinate with legal and procurement teams on contract modifications and renewals.
Technology Integration & Innovation Leverage property management systems, mobile applications, and emerging technologies to streamline operations and enhance service delivery. Stay current with proptech innovations and implement solutions that improve efficiency, reporting capabilities, and client experience.
Rapid Response Leadership Execute immediate follow-up on client requests, escalated issues, and critical operational matters. Maintain swift communication protocols and ensure team responsiveness meets or exceeds established timeframes for all service categories.
Required Qualifications
Bachelor's degree in Business Administration, Real Estate, or related field
15+ years progressive experience in residential property management or facilities services
Proven track record managing teams of 20+ professionals
Strong financial acumen with budget management experience
Proficiency in property management software
Excellent communication and presentation skills
Understading of Ultra Luxury residential building.
Preferred Qualifications
Experience with integrated Property management systems (IPMS)
Background in multi-site operations management
Knowledge of building systems and maintenance operations
This role offers the opportunity to drive meaningful impact across residential portfolios while building lasting client partnerships and developing high-performing teams in a fast-paced, technology-enabled environment.
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. 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.
About JLL –
We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.
Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.
Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.
