GM, Tenant Experience Management

Industrious • New York, NY

10d

About The Position

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.
Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.
To learn more, visit www.industriousoffice.com/careers.

Help us shape the future of office life. At Experience by Industrious, we’re building a portfolio of services that reimagine the workplace—not just for companies, but for entire office buildings. As part of our tenant experience offering, we partner with leading commercial landlords to deliver amenity and engagement programs that make tenants feel more connected, supported, and productive.
We’re looking for a General Manager to lead the delivery of these programs across multiple properties. This is a unique opportunity to bring Experience by Industrious’ high hospitality standards to life at scale, and to help define a new category of workplace experience for the commercial real estate industry. In this role, you will lead a mix of directly managed teams and teams embedded within Property Management structures, requiring you to drive performance, consistency, and experience quality both through direct leadership and strong cross-functional partnership.

As a GM, you’ll be at the center of a dynamic, people-focused business. You’ll oversee the execution of tenant experience programs—coaching teams, ensuring quality, and making sure everything runs smoothly.
Some days you’ll be rolling out a new initiative. Others, you might be building an operations playbook, troubleshooting a service issue, or supporting a team member with their growth and development. No two days will be exactly the same, but your north star will always be the same: creating great experiences for the people who work in our buildings.

Requirements

• 7-10 years in multi-unit hospitality operations or similar experience.
• Proven ability to operate effectively and independently in highly ambiguous environments that lack structure, processes, systems, or best practices
• Experience translating ambiguous responsibilities into detailed, concrete project plans; experience executing efficiently against set project plans
• Excellent verbal and written communication skills, with the ability to clearly and tactfully articulate a point of view; some experience making compelling presentation materials preferred
• Strong design skills with the ability to articulate in a variety of ways complex plans and procedures for the diverse ways that individuals absorb material.
• Experience working in a metrics-based management culture
• Ability to comfortably lead difficult conversations, including with external stakeholders & executives
• Experience with the commercial real estate industry
• Passion for creating exceptional customer experiences

Responsibilities

• Drive Operational Excellence Across a Regional Portfolio
• Lead the daily execution of tenant engagement and amenity programs
• Drive consistent execution of hospitality, amenity, and marketing standards across both directly managed and PM-managed teams
• Conduct regular property visits, service audits, and performance reviews to identify gaps and opportunities
• Establish clear operating standards, roles, and expectations across varied team structures
• Navigate ambiguity in ownership and decision-making with clarity, ensuring alignment across stakeholders
• Support the onboarding and activation of new properties, ensuring a seamless transition from launch to steady-state operations
• Lead and Elevate Teams Through Direct and Dotted-Line Leadership
• Lead teams and partner with Property Management-led teams and third-party vendors to deliver top-tier service
• Set clear goals, provide coaching and feedback, and establish accountability for performance across all teams
• Equip Property Management partners with tools, frameworks, and guidance to effectively manage community and amenity staff
• Identify training needs and partner with internal teams to address them
• Support recruiting, onboarding, and team development efforts
• Model and reinforce a culture of hospitality, ownership, and continuous improvement
• Build Strong Client and Property Management Partnerships
• Act as the primary operational partner to landlord and Property Management teams, aligning on performance, experience standards, and execution across the building
• Provide regular updates on performance, feedback, and key metrics
• Collaborate with asset managers to align operations with building goals
• Support Property Management teams in integrating tenant experience into broader building operations and asset strategy
• Represent Experience by Industrious with professionalism, insight, and hospitality
• Build Business Performance and Accountability
• Track program budgets, spending, and operational KPIs across the portfolio
• Partner with finance to monitor variances and maintain fiscal discipline
• Support business planning and forecasting at the asset level
• Ensure clear accountability for performance across both directly managed and PM-managed environments
• Improve and Scale Programs
• Help pilot new service offerings and experience touchpoints
• Document learnings and best practices to support future rollouts
• Support operational readiness for new service launches or initiatives
• Identify and implement improvements to increase efficiency and impact

Benefits

• Heavily subsidized medical, dental, and vision plans to support you and your family
• Flexible paid time off, to maintain balance
• Paid parental leave to help you welcome a new child and focus on what matters most
• Annual professional development grants so you can keep learning and growing
• 401(k) retirement savings program to support long-term financial wellbeing
• Wellness initiatives and additional employee support programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed