• Program Manager - Customer Experience (Open to location)

    Location US-TX-Houston
    Job ID
  • Overview

    When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.


    As a Program Manager - Customer Experience with Hines, you will lead the effort of transforming our culture into one focused on the customer experience.  Responsibilities include, but are not limited to:


    • Develop a service culture strategy which includes a comprehensive, first-class customer service training program that utilizes a blended approach
    • Develop course content and other learning resources for new employee onboarding
    • Develop and implement firm-wide customer service standards and other tools which encourage an ongoing focus on improving the customer experience
    • Organize and facilitate both virtual and face-to-face training sessions as well as design e-learning and job aids
    • Liaise with regional leaders, managers and employees to ensure customer service targets are being met
    • Provide on-site consulting for property and facility managers and support them as they take actions to improve the customer experience


    Responsibilities include, but are not limited to:


    • Bachelor’s degree from an accredited institution
    • Eight or more years’ experience working in top-in-class customer service training organization
    • Excellent interpersonal and communication skills with an inspirational, dynamic facilitation style; must have the ability to engage an audience and encourage interaction
    • Experience in instructional design and development of customer service training materials for various training delivery options including instructor-led, e-learning, and self-study
    • 75% travel required both domestic and international
    • We are open to position location, although Houston is preferable


    Hines is a privately owned global real estate investment firm founded in 1957 with a presence in 207 cities in 24 countries. Hines has approximately $116.4 billion of assets under management, including $64 billion for which Hines provides fiduciary investment management services, and $52.4 billion for which Hines provides third-party property-level services. The firm has 109 developments currently underway around the world. Historically, Hines has developed, redeveloped or acquired 1,319 properties, totaling over 431 million square feet. The firm’s current property and asset management portfolio includes 527 properties, representing over 224 million square feet. With extensive experience in investments across the risk spectrum and all property types, and a pioneering commitment to sustainability, Hines is one of the largest and most-respected real estate organizations in the world. Visit www.hines.com for more information.


    We are an equal opportunity employer and support workforce diversity.


    No calls or emails from third parties at this time please.


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