Regional Director of Tenant Experience Management, Industrious
West
$120-135k
+ annual bonus
Coworking & private office space
Be an early applicant
Coworking & private office space
1001+ employees
Be an early applicant
$120-135k
+ annual bonus
1001+ employees
Company mission
To meet people where they are to deliver a better work experience.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
Our take
Industrious was founded in 2012 when its creators noticed that people often work d better in hotel lobbies and coffee shops than in traditional offices. This inspired the company to develop flexible workspaces that blend the casual environment of public spaces with the resources, security, and professionalism of an office setting.
Shared flexible workspaces are nothing new, but Industrious has successfully differentiated itself from larger competitors like WeWork by focusing on management contracts with landlords rather than leasing properties. The company has seen its revenue triple in recent years and has even taken over WeWork's former headquarters in Manhattan.
As demand for smaller, flexible office spaces grows, Industrious is thriving. With partnerships like CBRE and its expansion into key markets, the company is ready to capitalize on the shifting trends in office space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2022
$100m
GROWTH EQUITY VC
Aug 2019
$80m
SERIES D
Total funding: $322m
Company benefits
- Healthcare - We care deeply about the physical and emotional well-being of our employees. That’s why we offer a range of plan options through United Healthcare, including a variety of employer-paid plans that provide coverage for employees and their families
- Flexible Vacation Time - At Industrious we have a flexible PTO policy. This encourages people to enjoy life outside of work, recharge and look after their mental and emotional health. Take the time you need to have a balanced and fulfilling personal life
- Paid Parental Leave - Families come in all shapes, sizes, and types. We welcome each new addition with generous paid leave so that you can bond with your new child
- Learning & Development Grant - We’re committed to your professional development. We’re proud to offer a yearly grant so that you can take a class or learn a new skill
- Employee Resource Groups - These groups support, promote, and celebrate team members united around shared characteristics or life experiences
Company HQ
Union Square, New York, NY
Leadership
Jamie Hodari
(Co-Founder & CEO)Prior to Industrious, they co-founded and served as the CEO at Kepler, a rapidly growing experimental university that Scientific American called a "daring global experiment" to bring "top-tier instruction to the neediest parts of the planet."
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