Senior Building Experience Manager

About the Company:

Industrious 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.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

To learn more, visit www.industriousoffice.com/careers.

About the Role:

As a Senior Building Experience Manager, you’ll be responsible for directly managing a dynamic tenant experience program for owners of large office assets. This includes oversight of physical amenity spaces, tenant programming, building communications, marketing and sales, service culture, and the team members who bring it all to life. We believe community, connectivity, and productivity are the real drivers of places where people want to be. To thrive in this role, you’ll bring both an eye for creating engaging workplace experiences and the operational chops to make them run seamlessly. At its core, this is hospitality work. It’s about discipline and empathy, systems and service — and creating moments where tenants feel not just welcomed, but empowered and delighted to spend their days here.

You’ll Love This Role If…

• You enjoy being the connector who pulls together community, F&B, fitness, events, and arrival into one seamless experience.
• You thrive on leading teams, coaching talent, and setting service standards that everyone can rally behind.
• You’re energized by variety — walking a leasing tour in the morning, fine-tuning a service campaign at lunch, and troubleshooting AV or F&B with a vendor in the afternoon.
• You see hospitality as a strategy, not a side note: it drives community, culture, and the building’s value.
• You take pride in making large, complex spaces feel warm, human, and easy for tenants to navigate.
   

This Role Isn’t For You If…

• You’d rather stay focused on a single function than oversee multiple moving parts (events, amenities, F&B, fitness, arrival, comms).
• You find people management — coaching, feedback, performance conversations — more draining than rewarding.
• You want predictable routines instead of the variety and curveballs that come with running a large asset.
• You see hospitality as “extra” instead of essential to making a workplace thrive.
• You’re not comfortable being accountable for setting culture across both your direct team and third-party vendors.

What You Will Do

• Tenant Experience & General Management

  • Build strong bonds with occupiers ensuring their experiences are personalized and their days are productive. Become an invaluable resource and partner to current workplace experience, HR, or office managers in the building.
  • Ensure financial and engagement reporting are submitted on time and executed in adherence with standards - including annual business plan and quarterly Asset/Property Management recaps.
  • Monitor trends on an established cadence that allow for both internal teams and asset managers the ability to understand the business and adjust practices when deemed necessary
  • Manage tenant experience and amenity budgets.
  • Establish clear systems and procedures that set the rest of the amenity and property management team up for success in your absence.
  • Consistently identify ways to improve the systems and processes to ensure optimized operations and experiences. 
  • If necessary provide assistance with new tenant move-ins, onboarding and in office services when asked. 
  • Assist marketing teams with ensuring collateral and experiences are per building brand identity standards. Help create standards if none are in place.
  • Assist leasing teams in highlighting the benefits of the building’s amenities including tours and lease gifting programs.
  • Deploy customer sentiment surveys such as NPS, CSAT and others. Create action plans for any detractors. 
  • Own the tenant and new hire onboarding process so new building occupants are aware of the services and amenities provided. 
• Amenity Management 
  • Oversee the ordering, restocking, receiving and inventory of amenity supplies in a timely manner, avoiding outages, while managing COGs efficiently.   
  • Ensure all the amenity spaces are spotless at all times. 
  • Document and escalate maintenance and facilities issues through the proper channels.  
    • Meeting & Events Management 
      • Meet or exceed quarterly sales goals for the meeting and event spaces by managing inbound sales and proactively building strategy and execution for outbound sales.
      • Support, manage, and coordinate meeting and event leads and bookings. Manage coordination with clients, planning events, logging events and reporting through Tripleseat. 
      • Conduct property site tours, managing room flips and checking in bookings daily. 
      • Manage 3rd Party AV vendors and contracts to ensure AV equipment is always operational. 
      • Ensure the broader day-to-day operations of the meeting rooms/tenant lounges and other bookable space are running smoothly.
      • Create reports and monitor trends on an established cadence that allow for both internal teams and asset managers the ability to understand the business and adjust practices when deemed necessary.
    • Third Party Vendor Management
      • Ensure that all third party vendors are aligned on a daily basis with amenity reservations, catering orders, special events and requests.
      • Create a hospitality focused environment and culture where all parties work seamlessly and as one team.
      • Lead overall hospitality and service standards for all staff of all departments including being involved in any operational issues that impact customer experience or user journeys.
      • Assist in overseeing the food and beverage and catering outlets:
        • Assist in programs that drive a la carte and catering food and beverage sales including vertical catering to office floors
        • Facilitate the efficient reporting of facilities issues and adhering to cleanliness standards
        • Ensure food and beverage menus, signage, uniforms and other communications follows brand identity standards
        • Approve food and beverage focused events and communications making sure it aligns with overall programming calendar and other communication cadences.
    • Arrival Experience 
      • Be a strategic advisor to Property Management in delivering a seamless and elevated visitor management and lobby arrival process.
      • Assist and on occasion carry out regular Hospitality Training for line level employees in conjunction with the Training & Culture Manager a few times a year.
• Community Programming and Building Communications
  • Directly manage Community Manager who will design and execute a dynamic calendar of events for the tenants of the building focused on strategic values that build community and engagement. 
  • Oversee the implementation of all aspects of the community events including budgeting, vendor management, onsite execution and reporting.
  • Assist in creating and execution of event marketing strategies and content including updating tenant mobile app, digital and physical signage and building newsletter according to the building brand identity standards.
  • Ensure digital and physical communications methods (mobile app/digital signage, physical signage etc.) are up to date and functioning appropriately.
  • Deliver on occupier Surprise & Delight and Interaction monthly standards
• People Management
  • Assist you direct reports in creating their annual goals. Ensure goals are quantifiable and ladder to overall business goals.
  • Performance manage any direct reports and take action when necessary.
  • Create an employee culture that is empathetic and supportive. 
  • Ensure any teammates have the tools and resources to be successful. 
• Service Culture
  • Identify and execute key hospitality processes and operations that support both our occupiers, our guests, and our greater building teams experience.  
  • Be a champion for implementing standards steps of service and hospitality principles established and taught by the Industrious L&D team. 
  • Create local service campaigns that reinforce great hospitality in action.                         
  • Model and deliver on any new hospitality standards related to new products and services both internally and to the rest of the building team.
  • Confidently, empathetically and professionally communicate and resolve issues with all building stakeholders. Ultimately you take on the responsibility of your building teams to make situations better including follow up and tracking. 

The annual base compensation for this role ranges from $90,000-$120,000. The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job-related knowledge, skills, and professional qualifications.

You will also be eligible for up to 12% of base salary in performance-related bonus pay.

Base and bonus compensation are just two components of Industrious’ total compensation package that may be available to employees.  Other great employee perks and benefits include heavily subsidized healthcare plans, generous paid time off, long-term incentive program, wellness programs, professional development grants, 401k plan, and many other benefits, subject to applicable eligibility criteria and company policies.

If your expected compensation falls outside of the given range, and you are still interested in working at Industrious, why not join our Talent Pipeline and be kept in the loop for all new opportunities that could be a good fit for your experience.

Equal 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.