Industrious · 2 hours ago
Senior Building Experience Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$90K/yr - $120K/yrIndustrious is the largest premium workplace-as-a-service provider, dedicated to creating great days for teams of all sizes. As a Senior Building Experience Manager, you will manage a tenant experience program, focusing on hospitality, operational efficiency, and community engagement within large office assets.
CollaborationCommunitiesCoworkingPropTech
Responsibilities
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
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
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
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
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
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
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
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
Qualification
Required
Experience in managing tenant experience programs for large office assets
Strong leadership skills with experience in coaching talent and setting service standards
Ability to oversee multiple functions including events, amenities, F&B, fitness, and communications
Strong operational skills to ensure seamless execution of workplace experiences
Experience in managing budgets related to tenant experience and amenities
Ability to create and implement systems and procedures for operational success
Experience in conducting customer sentiment surveys and creating action plans
Strong communication skills to manage relationships with tenants and third-party vendors
Experience in managing meeting and event spaces, including sales and coordination
Ability to oversee food and beverage operations and ensure adherence to brand standards
Experience in community programming and building communications
Strong people management skills to create a supportive employee culture
Ability to model and deliver on hospitality standards and resolve issues professionally
Benefits
Up to 12% of base salary in performance-related bonus pay
Heavily subsidized healthcare plans
Generous paid time off
Long-term incentive program
Wellness programs
Professional development grants
401k plan
Company
Industrious
Industrious is a premium flexible workspace provider that redefines the workplace experience.
Founded in 2013
201-500 employees
H1B Sponsorship
Industrious has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageTotal Funding
$422MKey Investors
Riverwood Capital
2025-01-14Acquired
2021-02-22Corporate Round· $200M
2019-08-22Series D· $80M
Leadership Team
Jamie Hodari
CEO and Co-Founder
Gentry Long
Chief Commercial Officer (CCO)
Recent News
EIN Presswire
2025-12-22
2025-12-05
Washington Technology
2025-12-04
Company data provided by crunchbase