Experience Manager

Playbook•Dallas, TX

9d•Onsite

About The Position

Playbook is hiring an Experience Manager to lead and launch the Onsite workplace experience program at Tollway Plaza, a commercial office campus in Dallas owned by Tourmaline Capital Partners. Onsite is a workplace experience platform built around People, Services, Spaces, and Technology. The role focuses on creating a high-end hospitality program that makes the property a sought-after place to work, connect, and gather. The Experience Manager oversees amenity operations and tenant programming, develops hospitality service offerings, and builds relationships with tenants, property management, ownership, leasing teams, and local partners. The role also supports leasing and renewals, manages tenant communications and the building app, and uses feedback and performance reporting to improve the experience and demonstrate its impact. The position is based at Tollway Plaza in Dallas and generally works Monday through Friday between 8:00 a.m. and 5:00 p.m., with flexibility required for tenant events and business needs. It reports to the Senior Experience Director.

Requirements

At least 4 years of professional experience in hospitality, event planning, or commercial real estate.
Experience owning operational standards, service delivery, and team performance in high-touch environments.
Technology proficiency and experience with booking, scheduling, and collaboration tools such as Google Workspace, Slack, and event platforms.
Ability to learn new systems for membership and program management.
Strong executive presence and confidence communicating with tenants about the product and experience.
Customer-centric hospitality mindset and examples of exceeding customer expectations.
Strong organization, attention to detail, multitasking, and ability to reprioritize work.
Results-driven approach, with an ability to understand how decisions and activities affect revenue and organizational goals.
Dependability, collaboration, and willingness to contribute to a small on-site team.
Creativity, curiosity, and ability to generate and execute ideas and improve existing methods.

Nice To Haves

Background in luxury hospitality, event management, or independent business ownership.
Catering experience.

Responsibilities

Operate and optimize tenant lounge, meeting, fitness, and outdoor spaces, ensuring seamless daily operations and growth in utilization and monthly revenue.
Create and execute tenant programming that supports productivity, connection, longevity, and community impact; manage the annual event budget and monitor attendance and satisfaction.
Launch and deliver Onsite-standard hospitality services, including curated catering menus, private event planning, and coordinated service offerings.
Build relationships with property management, building ownership, and tenants; gather feedback, make tailored recommendations, and provide monthly impact reports.
Partner with leasing to support prospective tenant tours and existing tenant renewals, including adding hospitality touches to tours.
Implement tenant communications through newsletters, signage, and digital campaigns to increase awareness, participation, and revenue.
Oversee quality control and content for the Tollway Plaza building app, including reservations, highlights, and announcements.
Ensure the building app and Playbook technology platform improve tenant experience and access to meetings, fitness, and hospitality services; help team members keep platform information current and engaging.
Establish and manage relationships with retail tenants and local vendors to strengthen event offerings and the tenant experience and support the surrounding community.
Lead the workplace experience program and help establish Tollway Plaza and Onsite as a premier destination for work, gathering, and socializing.