Experience Director

Experience Director

Salary Range: $150,000-$160,000k plus $4k annual bonus for top performance. With top performance, you are also eligible to become a shareholder in our company and earn equity. Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and FREE short-term disability. Other incredible benefits HERE.Location: San Francisco, CA. Exact location details will be shared as soon as they become available! Work Hours: Monday–Friday, with a schedule that flexes to support early morning or evening tenant events as neededReports to: Client Operations Manager

Your Mission:
You will lead a high-performing team to transform a premier San Francisco office building into a dynamic workplace hub. You will oversee the launch and evolution of premier amenity spaces; seamlessly blending programming, operations, and strategic partnerships into one cohesive, hospitality-driven ecosystem. Your leadership will cultivate a vibrant, thriving community that delivers measurable value to tenants, ownership, and Playbook alike.

Your Focus:
You are responsible for the overall success and strategic alignment of a brand-new, world-class amenity program. You will collaborate closely with ownership to meet financial and asset goals, partner with the Food & Beverage operator to elevate the building's culinary culture, and champion initiatives that drive leasing and tenant retention. Over the next 12–18 months, you will grow and lead a team of five Playbook professionals across meetings & events, wellness, and marketing. Your focus will be on strategic leadership, high-level relationship building, and maintaining a luxury, five-star experience across all building amenities.

Outcomes Youll Deliver:

• Inception-to-Launch Ownership: Drive the operational activation of the site from the ground up, successfully launching a brand-new, world-class amenity program. You will navigate the ambiguity of a new environment with high autonomy , building standard operating procedures (SOPs), and strategically hiring, onboarding, and scaling the team.
• Team Leadership & Collaboration: Lead and manage the on-site team while establishing clear operating standards and accountability across all roles and services. Build a high-performing, hospitality-driven operating model that delivers a cohesive and consistent building experience.
• Stakeholder Integration: Act as the cross-functional leader responsible for integrating F&B operators, key partners, and retail tenants into the amenity program. Align sales, operations, marketing, and tenant programming to deliver a unified, well-executed experience.
• Asset Strategy Execution + Tenant Experience: Own and execute the building’s asset and experience strategy, leveraging amenities, programming, and services to drive leasing velocity, tenant retention, and measurable return on investment. Lead the tenant onboarding experience to ensure full integration across all spaces and services.
• Relationship Building & Reporting: Build trusted, long-term relationships with ownership, property management, leasing, and tenants. Proactively gather feedback, translate insights into tailored recommendations, and deliver clear reporting that demonstrates impact and value.

Requirements:

• 5+ years of management experience in hospitality, workplace experience, amenity operations, event programming, or community-led environments, with exposure to commercial real estate strongly preferred.
• Demonstrated experience leading high-performing teams.
• Experience fully owning and managing budgets, and interpreting financial performance to inform operational and strategic decisions.
• Proven experience creating and presenting operational and financial reporting that summarizes key metrics, trends, and business impact.
• Proficient in corporate communication technology such as Google Suite and Slack.
• Comfortable using new and evolving technology systems for membership management.
• Confidence using marketing tools like Marq, Canva, or templated platforms.
• Experience working cross-functionally with internal teams and external partners to deliver high-touch, well-executed experiences.
• Comfort operating in a fast-paced, evolving environment with a high degree of ownership, autonomy, and accountability.

Key Competencies:

• Exceptional Hosting: You have a track record of staying tuned in to your guests, anticipating needs, exceeding service expectations, and making thoughtful decisions that balance hospitality, experience quality, and operational realities.
• Ownership & Entrepreneurial Mindset: In previous roles, you have embodied our Send It core value: taking full ownership of outcomes, operating effectively with minimal supervision, and making proactive, strategic decisions when launching, scaling, or improving programs.
• Organization & Removing Friction: You are an expert at managing multiple priorities with strong attention to detail and creating structure in fast-paced environments. You Pick Up An Oar by supporting your team through prioritization and high-quality follow-through, keeping everyone moving in one direction.
• Clear Communication & Trust: You have a track record of communicating with clarity and purpose to remove friction and solve problems fast. Your previous direct reports would say you excel at providing kind and timely feedback, you 'Hone Your Craft' and build the deep trust necessary to create a seamless, high-performance environment.
• Innovation & Adaptability: You are known to bring energy, focus, and creativity to your work, pushing yourself to deliver something great, and not being afraid to leave your mark. You continuously improve processes and experiences, adapt quickly to new tools and systems, and apply a solution-oriented mindset to evolving challenges.

Our Core Values:Playbook's culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process. Our Commitment To You:Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be! A Quick Note About Salaries:We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we’re a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.

Compensation details: 150000-160000 Yearly Salary

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