Director, Experience Education

Cantor Fitzgerald•Dallas, TX

About The Position

The Director of Experience Education leads the strategy, design, and execution of learning programs that elevate customer experience, tenant engagement, hospitality standards, and operational excellence across a commercial property portfolio. This role develops scalable education initiatives for property management teams, front-line staff, and leadership to ensure a consistent, high-quality experience across office, mixed-use, retail, and amenity environments.

Requirements

Bachelor’s degree in Business, Hospitality, Organizational Development, Education, Human Resources, or related field.
8–12+ years of experience in learning & development, customer experience, hospitality training, or operational education.
Experience within commercial real estate, hospitality, retail, workplace experience, or property management environments.
Demonstrated success building enterprise-scale learning programs.
Strong facilitation, presentation, and stakeholder management skills.
Experience with LMS platforms and digital learning technologies.
Ability to travel regionally as needed.

Responsibilities

Develop and lead enterprise-wide education strategies focused on tenant experience, hospitality, service culture, and operational excellence.
Create learning frameworks that support the company’s brand standards and customer experience goals.
Identify capability gaps and build scalable training solutions across regions and asset classes.
Establish learning roadmaps for front-line teams, managers, and senior leadership.
Design and implement instructor-led, virtual, and on-demand training programs.
Develop curriculum for: Tenant experience and hospitality standards, Customer service excellence, Conflict resolution and communication, Property operations and service delivery, Leadership development, Wellness, events, and amenity activation, Technology adoption and digital experience tools.
Oversee onboarding and certification programs for property teams.
Ensure learning content reflects evolving industry trends and tenant expectations.
Partner with property operations leaders to improve consistency of service delivery across buildings and markets.
Support implementation of experience-focused initiatives, including concierge services, hospitality programming, and workplace engagement strategies.
Analyze tenant feedback, satisfaction scores, and operational KPIs to inform training priorities.
Promote best practices across the portfolio.
Collaborate with HR and Talent Development teams to align education programs with broader people strategies.
Partner with Marketing and Experience teams to reinforce brand voice and customer engagement standards.
Consult with regional and site leadership on change management and performance improvement initiatives.
Lead and mentor education specialists, facilitators, and external training partners.
Define metrics to evaluate training effectiveness, learner engagement, and operational impact.
Produce reporting dashboards and executive updates on program performance.
Continuously refine learning experiences based on feedback, business outcomes, and industry benchmarks.
Manage training budgets, vendor relationships, and learning technologies.