Senior Vice President of Experience

Senior Vice President Of Experience

The Senior Vice President of Experience (SVP, Experience) is an executive leader responsible for shaping and executing the company's end-to-end tenant, client, employee, and visitor experience strategy across a large commercial property portfolio. This role drives operational excellence, hospitality standards, service innovation, and brand consistency to enhance tenant satisfaction, retention, property value, and overall portfolio performance.

Responsibilities

Experience Strategy & Leadership

• Develop and lead the enterprise-wide experience strategy aligned with company growth objectives and brand positioning.
• Establish service standards and operational frameworks that create exceptional tenant and client experiences across all properties.
• Build a hospitality-driven culture focused on responsiveness, professionalism, and proactive service.
• Serve as executive sponsor for tenant experience initiatives, workplace experience programs, and service innovation projects.

Tenant & Client Experience

• Oversee programs that improve tenant satisfaction, retention, engagement, and loyalty.
• Design and implement premium tenant services, amenities, events, and communications strategies.
• Monitor tenant feedback, surveys, Net Promoter Score (NPS), and service metrics to identify improvement opportunities.
• Partner with Leasing teams to support tenant attraction and renewal efforts through differentiated experience offerings.

Property Operations Integration

• Collaborate with Property Management and Facilities teams to ensure seamless delivery of building operations and hospitality services.
• Standardize service delivery processes and operational best practices across regional portfolios.
• Drive continuous improvement initiatives related to work order response times, building communications, onboarding, and issue resolution.
• Support ESG, wellness, sustainability, and smart-building initiatives that enhance occupant experience.

Experience Operations & Technology

• Lead implementation and optimization of tenant experience platforms, CRM systems, mobile apps, and digital engagement tools.
• Utilize analytics and operational reporting to improve service performance and operational efficiency.
• Identify emerging trends in workplace experience, hospitality, and commercial real estate technology.

Team Leadership & Organizational Development

• Lead and mentor experience, hospitality, tenant engagement, and training teams across multiple regions.
• Develop talent strategies, training programs, and service excellence initiatives for frontline and management employees.
• Foster cross-functional collaboration between operations, leasing, engineering, security, and corporate functions.

Financial & Business Performance

• Develop and manage departmental budgets and vendor relationships.
• Evaluate ROI of experience initiatives and operational investments.
• Support revenue growth through tenant retention, occupancy improvement, and premium service offerings.
• Present experience strategy and performance updates to executive leadership, ownership groups, and clients.

Qualifications

• Bachelor's degree in Business, Hospitality, Real Estate, Operations, Marketing, or related field required; MBA preferred.
• 15+ years of leadership experience in commercial real estate, hospitality, workplace experience, customer experience, or property operations.
• Executive-level experience managing large, multi-site operations or portfolios.
• Strong understanding of commercial property management operations and tenant relations.
• Proven success leading customer/tenant experience transformation initiatives.
• Experience implementing service standards, operational processes, and technology platforms at scale.
• Exceptional leadership, communication, and stakeholder management skills.
• Data-driven mindset with strong operational and financial acumen.

Job Info

• Job Identification 248676
• Locations 2601 Olive St, Dallas, TX, 75201, US
• Job Schedule Full time
• Job Shift Day