The Senior Director of Experience Operations is responsible for leading the strategy, execution, and continuous improvement of tenant, client, and workplace experience programs across a large commercial real estate portfolio. This role oversees operational excellence, hospitality services, workplace experience initiatives, and cross-functional service delivery to ensure best-in-class occupant satisfaction, operational efficiency, and client retention.
Experience Strategy & Leadership
- Develop and execute enterprise-wide experience operations strategies aligned with company and client objectives.
- Lead workplace and tenant experience initiatives that enhance occupant engagement, satisfaction, retention, and brand perception.
- Establish service standards, SOPs, and performance benchmarks across all managed properties.
Drive innovation in hospitality, amenities, technology enablement, and workplace services.
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Operations Management
- Oversee day-to-day experience operations across a regional or national property portfolio.
- Partner with Property Management, Engineering, Security, Facilities, Leasing, and Marketing teams to ensure seamless service delivery.
- Optimize operational workflows, staffing models, vendor relationships, and service consistency.
Ensure compliance with safety, operational, and regulatory standards.
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Client & Tenant Engagement
- Serve as executive relationship lead for key clients and stakeholders.
- Develop and implement tenant engagement programs, events, communications, and feedback initiatives.
- Monitor and improve tenant satisfaction metrics, NPS, and service response performance.
Support leasing and asset management efforts through high-quality workplace experiences and amenity programming.
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Team Leadership & Development
- Lead and mentor regional managers, workplace experience teams, concierge staff, and operational leaders.
- Build a high-performance, hospitality-focused culture centered on accountability and service excellence.
- Establish training programs and career development pathways for experience operations personnel.
Manage organizational change initiatives and operational transformations.
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Financial & Vendor Management
- Develop and manage operational budgets, forecasting, and expense controls.
- Evaluate ROI of workplace experience initiatives and operational investments.
- Negotiate and manage third-party vendor and service provider contracts.
Identify opportunities for operational efficiencies and cost savings without compromising service quality.
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Technology & Analytics
- Leverage workplace technologies, tenant engagement platforms, and operational dashboards to improve service delivery.
- Analyze operational KPIs, utilization data, customer feedback, and portfolio performance metrics.
- Drive continuous improvement initiatives through data insights and benchmarking.
