Regional Director, West - Tenant Experience Management

About The CompanyIndustrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.To learn more, visit www.industriousoffice.com/careers.About The RoleHelp 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 DoAs 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.ResponsibilitiesDrive Operational Excellence Across a Regional PortfolioLead the daily execution of tenant engagement and amenity programsDrive consistent execution of hospitality, amenity, and marketing standards across both directly managed and PM-managed teamsConduct regular property visits, service audits, and performance reviews to identify gaps and opportunitiesEstablish clear operating standards, roles, and expectations across varied team structuresNavigate ambiguity in ownership and decision-making with clarity, ensuring alignment across stakeholdersSupport the onboarding and activation of new properties, ensuring a seamless transition from launch to steady-state operationsLead and Elevate Teams Through Direct and Dotted-Line LeadershipLead teams and partner with Property Management-led teams and third-party vendors to deliver top-tier serviceSet clear goals, provide coaching and feedback, and establish accountability for performance across all teamsEquip Property Management partners with tools, frameworks, and guidance to effectively manage community and amenity staffIdentify training needs and partner with internal teams to address themSupport recruiting, onboarding, and team development effortsModel and reinforce a culture of hospitality, ownership, and continuous improvementBuild Strong Client and Property Management PartnershipsAct as the primary operational partner to landlord and Property Management teams, aligning on performance, experience standards, and execution across the buildingProvide regular updates on performance, feedback, and key metricsCollaborate with asset managers to align operations with building goalsSupport Property Management teams in integrating tenant experience into broader building operations and asset strategyRepresent Experience by Industrious with professionalism, insight, and hospitalityBuild Business Performance and AccountabilityTrack program budgets, spending, and operational KPIs across the portfolioPartner with finance to monitor variances and maintain fiscal disciplineSupport business planning and forecasting at the asset levelEnsure clear accountability for performance across both directly managed and PM-managed environmentsImprove and Scale ProgramsHelp pilot new service offerings and experience touchpointsDocument learnings and best practices to support future rolloutsSupport operational readiness for new service launches or initiatives Identify and implement improvements to increase efficiency and impactWhat Success Looks LikeIn 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 turnoverPositive landlord feedback and program retentionOn-budget financial performanceTimely issue resolution and clear communicationScalable process improvements that enhance efficiency and service qualityRequirements7-10 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 practicesExperience translating ambiguous responsibilities into detailed, concrete project plans; experience executing efficiently against set project plansExcellent verbal and written communication skills, with the ability to clearly and tactfully articulate a point of view; some experience making compelling presentation materials preferredStrong 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 cultureAbility to comfortably lead difficult conversations, including with external stakeholders & executivesExperience with the commercial real estate industryPassion for creating exceptional customer experiencesCompensationThe 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.Our Benefits May IncludeHeavily subsidized medical, dental, and vision plans to support you and your familyFlexible paid time off, to maintain balancePaid parental leave to help you welcome a new child and focus on what matters mostAnnual professional development grants so you can keep learning and growing401(k) retirement savings program to support long-term financial wellbeingWellness initiatives and additional employee support programsSpecific benefits may vary by role, location, and eligibility requirementsEqual Employment Opportunity: Industrious is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.