Responsibilities

As a Director of Global Management Services - Commercial, this role provides strategic leadership to advance Hines commercial property operations across geographies, funds, and other areas of the Firm. The position serves as a senior advisor to executive and geography leadership, translating business priorities, operating risks, client needs, asset objectives, and field insights into scalable standards, programs, policies, and service delivery strategies.

The Director leads the continued evolution of the Firm’s commercial property operations platform, with a focus on risk management, operating effectiveness, quality, consistency, client and occupant experience, innovation, technology, financial performance, and value creation. The role provides strategic counsel on significant operational issues, emerging trends, developments, acquisitions, dispositions, repositioning, third-party management, and other initiatives that may materially affect asset performance or client outcomes.

STRATEGIC LEADERSHIP & GOVERNANCE

• Provide strategic leadership and direction for the Firm’s Commercial Property Management and Operations disciplines, serving as a trusted advisor to executives, geography, asset management, and property leadership.

• Lead the development and governance of Hines commercial property operations standards, programs, policies, business processes, and reporting to support consistent, high-quality service delivery.

• Partner across geographies, funds, asset management, and central functions to translate strategic priorities into practical operating models, tools, resources, and implementation plans.

OPERATIONAL EXCELLENCE, RISK & PERFORMANCE

• Lead property operations assessment program, QA/QC, and risk-management programs to identify systemic risk, evaluate compliance and operating effectiveness, and prioritize improvement.

• Analyze assessments, portfolio trends, benchmarks, KPIs, client and occupant feedback, and operational and financial data to identify opportunities for performance improvement, risk mitigation, and value creation.

• Drive meaningful KPIs, benchmarks, and reporting that provide actionable insight into operating performance, risk, service quality, experience, financial performance, and value creation.

• Provide executive-level support during significant operational issues and crises, helping teams assess risk, establish priorities, coordinate resources, and communicate with stakeholders.

ASSET & BUSINESS ADVISORY

• Provide strategic direction on operating models, service levels, staffing, and resources based on asset type, complexity, risk, ownership objectives, and client or occupant expectations.

• Develop operations guidance and best practices for complex or high-impact matters, including transitions, developments, acquisitions, dispositions, repositioning, start-ups, and third-party management assignments.

• Advise on operating requirements and service strategies during development, repositioning, acquisition, disposition, and major capital or operational initiatives.

• Develop strategic contractor and vendor relationships and provide guidance on sourcing, service standards, performance, innovation, and risk.

INNOVATION & CONTINUOUS IMPROVEMENT

• Champion continuous improvement and innovation, including emerging technologies, operating practices, service models, amenities, and appropriate pilot programs.

• Partner with Client Experience, Engineering, Environmental, Learning and Development, Procurement, Legal, Technology, Asset Management, and other teams on cross-functional programs that strengthen the management services platform.

• Guide integration of environmental, sustainability, health and safety, and other Firm objectives into property-level standards, processes, reporting, and service delivery.

• Lead or sponsor special projects related to industry changes, operating models, technology, experience, or other strategic priorities.

ORGANIZATIONAL LEADERSHIP & COLLABORATION

• Provide strategic direction for training and capability-building programs that strengthen property management knowledge, leadership, consistency, and service delivery.

• Represent Property Operations in key internal initiatives, cross-functional teams, business-generation activities, and selected industry organizations.

• Contribute to strategic workforce, resource, and budget planning, including identification of capability gaps, staffing models, and resources needed to execute Firm priorities.

• Identify and develop future leaders and subject matter experts; hire, coach, develop, and manage team members as required.

LEADERSHIP & CORE CAPABILITIES:

• Provides vision, leadership, and strategic direction while maintaining a strong connection to field execution and client needs.Creates scalable frameworks that balance enterprise consistency with appropriate differentiation by asset type, market, and customer requirements.
• Leads change through influence, establishes accountability, and drives adoption of new standards, processes, technology, and operating models.
• Builds credibility with executive leadership, geography leaders, property teams, clients, and internal partners.
• Empowers others, develops talent, and creates accountability for sustainable execution.
• Communicates complex issues clearly and concisely and collaborates effectively across disciplines to formulate priorities and solutions.
• Acts with integrity and demonstrates an unwavering commitment to Hines’ Guiding Principles and Leadership Principles.

Minimum Requirements include:

• Bachelor’s degree in business administration, real estate, engineering, or a related field from an accredited institution or equivalent combination of education and experience.

• 10+ years of progressive property management, property operations, facilities, engineering, or related real estate experience, including regional, national, continental, or enterprise-level responsibility.

• Demonstrated ability to develop and influence cross-geography strategies, standards, programs, policies, and operating models.

• Broad knowledge of commercial real estate operations, including building systems, service delivery, risk, compliance, vendor management, and operational best practices.

• Strong business acumen and ability to connect property operations to financial performance, client experience, asset strategy, risk, and long-term value.

• Exceptional communication, presentation, and executive presence, with the ability to influence senior leaders and build alignment across functions and geographies.

• Ability to analyze complex information and data and translate findings into clear recommendations and actions.

• Ability to lead through influence, build strong relationships, and work effectively where direct authority or standardization may be limited.

• Sound judgment and composure in complex, changing, and high-stakes environments, including emergencies or crisis situations.

• Proficiency with technology and the ability to assess and apply new tools and systems to improve operations and service delivery.

• Experience supporting institutional real estate investors and diversified commercial portfolios.

• Domestic travel of approximately 25% as required to meet position responsibilities, including travel to properties, markets, client locations, and meetings within and outside the United States.

• Perform periodic visual inspections of properties and operating environments as needed to support assessments, risk reviews, and strategic initiatives.

• Provide emergency or crisis support as required and, though occurrences are rare, be accessible 24 hours a day for significant operational events.

• Work indoors approximately 95% of the time and outdoors approximately 5% of the time; site visits may involve walking stairs, ladders, garages, mechanical spaces, and other property areas.

• Compensation: Chicago - $165,700 - $223,700; Houston - to be determinded based on experienc