Senior Director, Experience Operations

Cantor Fitzgerald•Dallas, TX

About The Position

The Senior Director of Experience Operations is responsible for leading the strategy, execution, and continuous improvement of tenant, client, and workplace experience programs across a large commercial real estate portfolio. This role oversees operational excellence, hospitality services, workplace experience initiatives, and cross-functional service delivery to ensure best-in-class occupant satisfaction, operational efficiency, and client retention.

Requirements

Bachelor’s degree in Business, Hospitality, Real Estate, Operations Management, or related field.
10+ years of progressive leadership experience in commercial real estate, workplace experience, hospitality operations, or facilities management.
5+ years leading multi-site or regional operations teams.
Strong understanding of commercial property management operations and tenant services.
Demonstrated success leading large-scale operational and customer experience initiatives.
Excellent executive communication, stakeholder management, and leadership skills.

Responsibilities

Develop and execute enterprise-wide experience operations strategies aligned with company and client objectives.
Lead workplace and tenant experience initiatives that enhance occupant engagement, satisfaction, retention, and brand perception.
Establish service standards, SOPs, and performance benchmarks across all managed properties.
Drive innovation in hospitality, amenities, technology enablement, and workplace services.
Oversee day-to-day experience operations across a regional or national property portfolio.
Partner with Property Management, Engineering, Security, Facilities, Leasing, and Marketing teams to ensure seamless service delivery.
Optimize operational workflows, staffing models, vendor relationships, and service consistency.
Ensure compliance with safety, operational, and regulatory standards.
Serve as executive relationship lead for key clients and stakeholders.
Develop and implement tenant engagement programs, events, communications, and feedback initiatives.
Monitor and improve tenant satisfaction metrics, NPS, and service response performance.
Support leasing and asset management efforts through high-quality workplace experiences and amenity programming.
Lead and mentor regional managers, workplace experience teams, concierge staff, and operational leaders.
Build a high-performance, hospitality-focused culture centered on accountability and service excellence.
Establish training programs and career development pathways for experience operations personnel.
Manage organizational change initiatives and operational transformations.
Develop and manage operational budgets, forecasting, and expense controls.
Evaluate ROI of workplace experience initiatives and operational investments.
Negotiate and manage third-party vendor and service provider contracts.
Identify opportunities for operational efficiencies and cost savings without compromising service quality.
Leverage workplace technologies, tenant engagement platforms, and operational dashboards to improve service delivery.
Analyze operational KPIs, utilization data, customer feedback, and portfolio performance metrics.
Drive continuous improvement initiatives through data insights and benchmarking.