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Building Experience Manager - New York City

Building Experience Manager - New York City

IndustriousNew York, NY, US
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Building Experience Manager - New York City

Industrious partners with major commercial landlords to deliver best-in-class tenant experience programs, including amenity space management, hospitality operations, and community activation. This role is a cornerstone of our strategy to enhance workplace experiences across entire buildings.

As the Building Experience Manager , you are the face of the building, leading onsite hospitality operations, managing tenant and guest interactions, and ensuring a consistent, high-quality experience throughout the property. You'll manage daily service delivery across common areas, amenity spaces, meeting rooms, and tenant suites, and act as a strategic partner to property management. You'll also help codify and scale operational best practices as we grow.

Key Responsibilities

Tenant Experience & Property Operations

  • Serve as a trusted point of contact for tenants, fostering strong relationships with workplace teams, HR leads, and office managers.
  • Lead the day-to-day service experience across the building, managing in-suite support, meeting rooms, and common areas.
  • Model and uphold Industrious and landlord service values in all interactions with occupiers, guests, vendors, and building staff.
  • Confidently address tenant and stakeholder issues, ensuring timely resolution, documentation, and follow-up.
  • Lead and develop a team of on-site staff; provide clear direction, coaching, and accountability.
  • Support property management with tenant move-ins, on-site services, and facilities coordination in their absence.
  • Submit landlord reporting and billing in adherence with Industrious TXM standards.
  • Keep digital and physical communication channels (e.g., mobile app, digital signage) accurate and current.
  • Ensure key operating procedures are well-documented to support business continuity and replication.

Amenity & Meeting Space Management

  • Manage scheduling, coordination, and execution of meetings and events within bookable spaces.
  • Be onsite for key meetings / events to ensure rooms are pre-set, guests are greeted, and food is delivered and displayed professionally.
  • Maintain health and safety standards and proactively address facility / AV issues.
  • Keep amenity spaces pristine and guest-ready at all times.
  • Stock all gratis food and beverage items and maintain inventory of the tenant lounge cafe
  • Maintain the fitness center including equipment maintenance and stocking / inventory of bathroom amenities; handle gym waivers and new sign-ups.
  • Develop operational playbooks and intake processes (e.g., for tours, booking requests).
  • Maintain a preferred vendor database (AV, catering, entertainment, gifts, etc.).
  • Ensure software tools (e.g., TripleSeat, mobile app) are up to date and functioning properly.
  • Gather tenant feedback post-event to inform improvements and share insights with vendors and stakeholders.

    • Community Programming & Engagement

  • Design and execute a thoughtful calendar of events that builds community and reflects tenant interests.
  • Own end-to-end event productionincluding budgeting, vendor management, onsite delivery, and reporting.
  • Promote events via mobile app, signage, newsletters, and other building-approved marketing channels.
  • Manage content on the tenant experience app : building notices, blog / news posts, and audience segmentation.
  • Source and maintain local perks and partnerships that enhance the tenant experience.

    • Arrival Experience & Hospitality Culture

  • Partner with property management to deliver a seamless visitor arrival and lobby experience.
  • Train and oversee lobby ambassadors; support 3rd-party security teams in hospitality best practices.
  • Establish and execute key hospitality service processes across the building.
  • Lead the implementation of any new service standards or experience innovations.
  • Support leasing teams with tours and special experiences that showcase the building's amenities.
  • Ensure all collateral, signage, and branded experiences meet visual identity standards.
  • Execute monthly "Surprise & Delight" initiatives for tenants and team members.

    • Qualifications

  • 68 years of experience in hospitality, operations, property / tenant experience, or community management
  • 3+ years of people management experience (team of 3 or more preferred)
  • Proven ability to lead and motivate high-performing teams
  • Highly reliable with strong independent work ethic and ownership mindset
  • Experience collaborating with landlords, vendors, and external partners
  • Outstanding written and verbal communication skills
  • Strong relationship-building and client service skills
  • Operational mindset with the ability to create systems and drive continuous improvement
  • Exceptional organization and multitasking skills
  • Proficient in Google Workspace (Docs, Sheets, Drive)
  • Comfortable with light AV troubleshooting and working with booking / event platforms
  • Passionate about hospitality, tenant experience, and creating memorable workplace environments

    • Success in This Role Looks Like

  • High tenant satisfaction and strong occupier relationships
  • Increased building occupancy and improved daily attendance
  • High amenity and meeting room utilization
  • Amenity spaces consistently maintained to premium standards
  • Strong team performance, low turnover, and a cohesive service culture

    • Compensation : The annual base compensation for this role ranges from $85,000-$105,000. 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 10% 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.

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    Manager New York City • New York, NY, US