Experience Director

Experience Director

Your mission is to launch and manage a luxury hospitality program in a premier Class A office building in downtown Houston, TX. You'll elevate the tenant workplace experience through engaging initiatives and curated community and private events that activate the property's spaces. By forming strategic partnerships with building ownership, property management, leasing teams, and brokers, you'll drive positive workplace experience outcomes and greater utilization of building amenities and the Onsite program.

As a result of your time in this role, you transformed your office building into a vibrant hub where tenants feel more connected, productive, and well. By delivering curated experiences, building meaningful stakeholder relationships, and providing exceptional hospitality, you positively impacted leasing outcomes and positioned your building and Onsite as Houston's most sought-after workplace destination. Your success strengthened Playbook and Onsite's partnership, ensuring offices don't just exist they inspire.

What You're Responsible For :

• Onsite Program Launch & Operations Management : Lead the launch and ongoing success of Houston's first Onsite program by overseeing procurement, marketing, communications, and operational procedures for all services and amenity spaces. Manage daily operations across conference rooms, fitness areas, and the lobby, while designing and executing tenant engagement programs that enhance connection and well-being. Ensure excellence through data-driven improvements, budget and SOP adherence, and achieving 100% quality audit scores within 90 days of launch.
• Tenant & Stakeholder Relationship Management : Serve as the primary liaison for tenants, ownership, and leasing partners, delivering five-star service and fostering meaningful relationships that drive renewals and satisfaction. Anticipate needs, personalize experiences, and ensure seamless communication by proactively collecting feedback, providing hospitality touches, and collaborating with the leasing team. Maintain 90%+ tenant satisfaction, timely KPI reporting, and strong relationship management to strengthen tenant loyalty and Onsite's market reputation.
• Budget & Financial Management : Own and manage all financial operations, including expense tracking, invoicing, and monthly P&L reporting, to ensure fiscal discipline and transparency. Deliver monthly performance recaps linking financial results to strategies and initiatives, providing actionable recommendations to ownership. Maintain all operating expenses and community event programming within budget, including adherence to the $75K annual tenant event allocation.
• Effective Team Performance : Lead, coach, and develop a high-performing Hospitality Specialist to deliver exceptional service and uphold Onsite's standards and vision. Provide consistent support through weekly one-on-ones, ongoing coaching, and quarterly performance reviews to ensure accountability and growth. Foster a cohesive, energetic team culture aligned with program goals and the broader Host Team strategy.
• Curation of Meetings & Events : Design and execute a dynamic 90-day calendar of tenant events that celebrate art, culture, wellness, and community while being rooted in connectivity, productivity, and longevity to curate bespoke private experiences for tenant groups. Source and partner with a mix of local small businesses and luxury vendors to deliver five-star, white-glove events that enhance connection and engagement. Ensure all events meet quality and budget goals, maintaining engagement and revenue within 10% of forecasted targets. Own the success of the tenant conference center and oversee the hospitality specialist's role of managing day-to-day bookings and conference management.
• Technology & Platform Management : Oversee all Onsite-related aspects of the building app powered by Cove, ensuring it serves as a central hub for events, fitness, bookings, and tenant engagement. Manage content creation, marketing, and promotions within the app, while guiding the Hospitality Specialist in the execution of updates and communications. Continuously monitor performance and user experience, partnering with Cove and product teams to enhance functionality and drive quarterly growth in app usage.
• Marketing & Branding : Promote the property and the Onsite brand through consistent, high-quality marketing and community presence. Create and share monthly social media and LinkedIn content, contribute to brand media, and build local partnerships and sponsorships that enhance the concierge platform. Ensure all marketing materials are completed by month-end and secure at least 10 local business partnerships for the platform's launch.

Who You Are - Baseline Expectations :

Who You Are - Core Competencies :

Playbook's culture is based on a shared respect for our lived values. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Playbook is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!

We list salaries based on a few key factors. These include location-specific budgets, market trends, team size, and the scope of the building. Since we're a national company working with office properties of all shapes and sizes, the listed salary is tailored specifically to this role and may differ from similar-titled roles on our Careers Page. Curious or want to chat more about it? We promise to be open and transparent about these details throughout our interview process.