Experience Director

Playbook•San Francisco, CA

7d•$150,000 - $160,000•Onsite

About The Position

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. 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.

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.
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.

Responsibilities

Drive the operational activation of the site from the ground up, successfully launching a brand-new, world-class amenity program.
Navigate the ambiguity of a new environment with high autonomy, building standard operating procedures (SOPs), and strategically hiring, onboarding, and scaling the team.
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.
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.
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.
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.