Senior Director, Experience Operations

Job Description

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.

Responsibilities

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.

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.

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.

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.

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.

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.

Qualifications

• Bachelor's degree in Business, Hospitality, Real Estate, Operations Management, or related field.
• 10+ years of progressive leadership experience in commercial real estate, workplace experience, hospitality operations, or facilities management.
• 5+ years leading multi-site or regional operations teams.
• Strong understanding of commercial property management operations and tenant services.
• Demonstrated success leading large-scale operational and customer experience initiatives.
• Excellent executive communication, stakeholder management, and leadership skills.