Experience Director

Outcomes You’ll Deliver:

Team Leadership & Collaboration: Lead and manage the on-site team (Community & Events Manager, Wellness Program Manager, and Experience Coordinator) while establishing clear operating standards and accountability across all roles and services. Build a high-performing, hospitality-driven operating model that delivers a cohesive and consistent brand experience.
Strategic Partnership: Serve as a strategic partner to your clients, aligning Playbook teams and our partners to ensure seamless daily operations and execution in support of service objectives. Develop and deliver monthly financial, operational, and impact reporting summarizing key performance metrics, revenue growth, and ROI for ownership and stakeholders.
Stakeholder Integration: Act as the cross-functional leader responsible for integrating F&B operators, key partners, and retail tenants into the amenity program. Align sales, operations, marketing, and tenant programming to deliver a unified, well-executed experience. Build strong, trust-based relationships with corporate tenants, office managers, and executive leaders to drive building retention and satisfaction.
Asset Strategy Execution: Own and execute the building’s asset and experience strategy, leveraging amenities, programming, and services to drive leasing velocity, tenant retention, and measurable return on investment. Own the campus P&L, vendor contracts, amenity budgets, and revenue performance across event spaces and wellness lines.
Relationship Building & Reporting: Build trusted, long-term relationships with ownership, property management, leasing, and tenants. Proactively gather feedback, translate insights into tailored recommendations, and deliver clear reporting that demonstrates impact and value.
Programming Strategy & Design: Oversee the development and execution of a balanced, annual campus calendar encompassing wellness, cultural, social, and professional experiences. Balance free tenant engagement activations with high-margin, revenue-generating commercial events. Evaluate event performance metrics continuously to optimize tenant participation, guest satisfaction, and commercial return.
Marketing & Digital Tenant Experience : Own the promotion, adoption, and daily management of the tenant experience mobile app, driving high active user registration, event RSVPs, and amenity booking. Lead campus-wide marketing strategies—combining digital app notifications, physical signage, email campaigns, and promotional collateral—to ensure programming and amenities are highly visible to all members. Maintain 5-star brand standards across all digital communication touchpoints, marketing materials, and in-app content.

Requirements:

5+ years of management experience within the hospitality, workplace experience, amenity operations, event programming, or community-led environments, with exposure to commercial real estate strongly preferred.
Demonstrated experience leading high-performing teams.
Experience fully owning and managing budgets, and interpreting financial performance to inform operational and strategic decisions.
Proven experience creating and presenting operational and financial reporting that summarizes key metrics, trends, and business impact.
Proficient in corporate communication technology such as Google Suite and Slack.
Comfortable using new and evolving technology systems for membership management.
Confidence using marketing tools like Marq, Canva, or templated platforms.
Experience working cross-functionally with internal teams and external partners to deliver high-touch, well-executed experiences.
Comfort operating in a fast-paced, evolving environment with a high degree of ownership, autonomy, and accountability.

Key Competencies

Exceptional Hosting: You have a track record of staying tuned in to your guests, anticipating needs, exceeding service expectations, and making thoughtful decisions that balance hospitality, experience quality, and operational realities.
Ownership & Entrepreneurial Mindset: In previous roles, you have embodied our Send It core value: taking full ownership of outcomes, operating effectively with minimal supervision, and making proactive, strategic decisions when launching, scaling, or improving programs.
Organization & Removing Friction: You are an expert at managing multiple priorities with strong attention to detail and creating structure in fast-paced environments. You Pick Up An Oar by supporting your team through rigorous prioritization and high-quality follow-through, keeping everyone moving in one direction.
Clear Communication & Trust: You have a track record of communicating with clarity and purpose to remove friction and solve problems fast. Your previous direct reports would say you excel at providing kind and timely feedback and build the deep trust necessary to create a seamless, high-performance environment.
Innovation & Adaptability: You are known to bring energy, focus, and creativity to your work, pushing yourself to deliver something great, and not being afraid to leave your mark. You continuously improve processes and experiences, adapt quickly to new tools and systems, and apply a solution-oriented mindset to evolving challenges.