Purpose of the Role

The Global Head of Operations is responsible for the strategic leadership, operational performance, and client partnership success of Property Management Partners across Australia & NZ. This senior executive role drives consistency, innovation, and excellence across all service delivery streams, from onshore outsourcing to training and client engagement.

Working closely with the CEO and leadership team, the Global Head of Operations ensures the seamless management of existing client portfolios while spearheading growth through new partnerships, expanded service offerings, and industry collaboration.

Key Responsibilities

Strategic Leadership

Develop and implement the global operations strategy in alignment with PMP’s business objectives and values.

Lead, mentor, and inspire State Managers, Team Leaders, and operational teams to deliver high-quality outcomes for clients nationwide.

Drive business improvement, scalability, and innovation across all PM service lines.

Contribute to business planning, budgeting, and strategic decision-making as part of the executive leadership team.

Client Experience & Partnerships

Manage and nurture relationships with key existing clients to ensure service satisfaction, retention, and ongoing alignment with their business needs.

Oversee onboarding of new clients, ensuring smooth integration, training, and communication.

Identify and develop opportunities for new business growth and strategic partnerships.

Collaborate with the CEO and marketing team to represent PMP at industry events, conferences, and client forums.

Operational Excellence

Oversee national delivery of all property management outsourcing services — inspections, leasing, maintenance coordination, portfolio management, and training.

Ensure consistency and quality in processes, documentation, and client reporting.

Drive efficiency through data-driven performance management and continual improvement of systems and procedures.

Partner with the Training Academy to ensure PMP agents are skilled, qualified, and aligned with client expectations.

People & Performance

Provide leadership, mentorship, and support to all operational staff and managers across the organisation.

Champion a culture of collaboration, professionalism, and accountability aligned with PMP’s values.

Oversee workforce planning, training, and development initiatives to support business growth.

Promote wellbeing, engagement, and inclusion within all teams.

Compliance & Risk Management

Ensure compliance with all relevant real estate legislation and regulations across all states and territories.

Maintain quality control over trust accounting, reporting, and client procedures.

Oversee workplace health and safety, privacy, and data protection obligations.

Proactively identify risks and implement mitigation strategies.

Financial Management

Manage divisional budgets, P&L accountability, and forecasting for national operations.

Monitor and report on key business performance indicators, including profitability, utilisation, and client satisfaction.

Identify efficiencies and opportunities to enhance financial performance while maintaining quality service delivery.

Key Performance Indicators (KPIs)

Client satisfaction and retention

Growth in national portfolio and client partnerships

Operational efficiency and process standardisation

Staff engagement, retention, and professional development

Compliance audit results

Profitability and budget adherence

Qualifications & Experience

Minimum 10 years’ experience in senior property management or operations leadership, ideally with multi-site or national exposure.

Demonstrated success managing client relationships and service delivery at scale.

In-depth understanding of residential property management legislation across multiple states.

Strong business acumen, commercial focus, and strategic thinking.

Proven leadership and people development experience.

Current Real Estate Licence or eligibility to hold one in multiple jurisdictions.

Personal Attributes

Collaborative and values-driven leader who exemplifies #CollaborationOverCompetition and #PartneringWithThePMIndustry.

Client-focused and commercially astute, balancing growth with exceptional service quality.

Strong communicator and relationship builder with the ability to influence at all levels.

Forward-thinking, innovative, and adaptable in a dynamic, fast-paced environment.

Authentic, empathetic, and committed to team wellbeing and professional excellence

How to Apply

If you’re an experienced and passionate leader ready to make a national impact in the property management industry, we’d love to hear from you. Please submit your application, including a cover letter outlining your leadership experience and vision for the future of property management, along with your current CV.

Applications can be sent confidentially to Nina Sutton - [email protected]

Please note: Only shortlisted applicants will be contacted.