The Director of Experience Education leads the strategy, design, and execution of learning programs that elevate customer experience, tenant engagement, hospitality standards, and operational excellence across a commercial property portfolio. This role develops scalable education initiatives for property management teams, front-line staff, and leadership to ensure a consistent, high-quality experience across office, mixed-use, retail, and amenity environments.
Experience Education Strategy
- Develop and lead enterprise-wide education strategies focused on tenant experience, hospitality, service culture, and operational excellence.
- Create learning frameworks that support the company’s brand standards and customer experience goals.
- Identify capability gaps and build scalable training solutions across regions and asset classes.
Establish learning roadmaps for front-line teams, managers, and senior leadership.
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Learning Program Development
- Design and implement instructor-led, virtual, and on-demand training programs.
- Develop curriculum for:
- Tenant experience and hospitality standards
- Customer service excellence
- Conflict resolution and communication
- Property operations and service delivery
- Leadership development
- Wellness, events, and amenity activation
- Technology adoption and digital experience tools
- Oversee onboarding and certification programs for property teams.
Ensure learning content reflects evolving industry trends and tenant expectations.
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Operational Excellence & Tenant Experience
- Partner with property operations leaders to improve consistency of service delivery across buildings and markets.
- Support implementation of experience-focused initiatives, including concierge services, hospitality programming, and workplace engagement strategies.
- Analyze tenant feedback, satisfaction scores, and operational KPIs to inform training priorities.
Promote best practices across the portfolio.
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Leadership & Stakeholder Partnership
- Collaborate with HR and Talent Development teams to align education programs with broader people strategies.
- Partner with Marketing and Experience teams to reinforce brand voice and customer engagement standards.
- Consult with regional and site leadership on change management and performance improvement initiatives.
Lead and mentor education specialists, facilitators, and external training partners.
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Measurement & Continuous Improvement
- Define metrics to evaluate training effectiveness, learner engagement, and operational impact.
- Produce reporting dashboards and executive updates on program performance.
- Continuously refine learning experiences based on feedback, business outcomes, and industry benchmarks.
- Manage training budgets, vendor relationships, and learning technologies.
