Regional Director, West - Tenant Experience Management

About the Role:Help us shape the future of office life

At Experience by Industrious, we’re building a portfolio of services that reimagine the workplace—not just for companies, but for entire office buildings. As part of our tenant experience offering, we partner with leading commercial landlords to deliver amenity and engagement programs that make tenants feel more connected, supported, and productive.

We’re looking for a General Manager to lead the delivery of these programs across multiple properties. This is a unique opportunity to bring Experience by Industrious’ high hospitality standards to life at scale, and to help define a new category of workplace experience for the commercial real estate industry. In this role, you will lead a mix of directly managed teams and teams embedded within Property Management structures, requiring you to drive performance, consistency, and experience quality both through direct leadership and strong cross-functional partnership.

What You’ll Do

As a GM, you’ll be at the center of a dynamic, people-focused business. You’ll oversee the execution of tenant experience programs—coaching teams, ensuring quality, and making sure everything runs smoothly.

Some days you’ll be rolling out a new initiative. Others, you might be building an operations playbook, troubleshooting a service issue, or supporting a team member with their growth and development. No two days will be exactly the same, but your north star will always be the same: creating great experiences for the people who work in our buildings.

Responsibilities

Drive Operational Excellence Across a Regional Portfolio

• Lead the daily execution of tenant engagement and amenity programs
• Drive consistent execution of hospitality, amenity, and marketing standards across both directly managed and PM-managed teams
• Conduct regular property visits, service audits, and performance reviews to identify gaps and opportunities
• Establish clear operating standards, roles, and expectations across varied team structures
• Navigate ambiguity in ownership and decision-making with clarity, ensuring alignment across stakeholders
• Support the onboarding and activation of new properties, ensuring a seamless transition from launch to steady-state operations

Lead and Elevate Teams Through Direct and Dotted-Line Leadership

• Lead teams and partner with Property Management-led teams and third-party vendors to deliver top-tier service
• Set clear goals, provide coaching and feedback, and establish accountability for performance across all teams
• Equip Property Management partners with tools, frameworks, and guidance to effectively manage community and amenity staff
• Identify training needs and partner with internal teams to address them
• Support recruiting, onboarding, and team development efforts
• Model and reinforce a culture of hospitality, ownership, and continuous improvement

Build Strong Client and Property Management Partnerships

• Act as the primary operational partner to landlord and Property Management teams, aligning on performance, experience standards, and execution across the building
• Provide regular updates on performance, feedback, and key metrics
• Collaborate with asset managers to align operations with building goals
• Support Property Management teams in integrating tenant experience into broader building operations and asset strategy
• Represent Experience by Industrious with professionalism, insight, and hospitality

Build Business Performance and Accountability

• Track program budgets, spending, and operational KPIs across the portfolio
• Partner with finance to monitor variances and maintain fiscal discipline
• Support business planning and forecasting at the asset level
• Ensure clear accountability for performance across both directly managed and PM-managed environments

Improve and Scale Programs

• Help pilot new service offerings and experience touchpoints
• Document learnings and best practices to support future rollouts
• Support operational readiness for new service launches or initiatives
• Identify and implement improvements to increase efficiency and impact

What Success Looks Like

In this role, success will be measured by your ability to deliver great tenant experiences and scale operational systems with consistency. Key indicators include:

• High tenant satisfaction (e.g. strong NPS and feedback)
• Operational consistency across locations (e.g. audit scores, service delivery metrics)
• Strong team engagement and low turnover
• Positive landlord feedback and program retention
• On-budget financial performance
• Timely issue resolution and clear communication
• Scalable process improvements that enhance efficiency and service quality

Requirements

• 7-10 years in multi-unit hospitality operations or similar experience.
• Proven ability to operate effectively and independently in highly ambiguous environments that lack structure, processes, systems, or best practices
• Experience translating ambiguous responsibilities into detailed, concrete project plans; experience executing efficiently against set project plans
• Excellent verbal and written communication skills, with the ability to clearly and tactfully articulate a point of view; some experience making compelling presentation materials preferred
• Strong design skills with the ability to articulate in a variety of ways complex plans and procedures for the diverse ways that individuals absorb material.
• Experience working in a metrics-based management culture
• Ability to comfortably lead difficult conversations, including with external stakeholders & executives
• Experience with the commercial real estate industry
• Passion for creating exceptional customer experiences

Compensation

The base salary for this role is $120,000 - $135,000, depending on experience, skills, and role alignment. This role is also eligible for an annual bonus and participation in our long-term incentive program. But compensation is only part of the story.

At Industrious, we believe a good workplace supports the whole person. Not just the work they do. Our benefits are designed to give people the stability, flexibility, and room to grow that make a career sustainable.