General Manager, Tenant Experience Operations

About the Company:

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.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

To learn more, visit www.industriousoffice.com/careers.

About the Role:

Help us shape the future of office life.

At 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 of Tenant Experience Operations to lead the delivery of these programs across multiple properties. This is a unique opportunity to bring Industrious’ high hospitality standards to life at scale, and to help define a new category of workplace experience for the commercial real estate industry.

This role is based in New York City.

As the GM of Operations, 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.

Drive Operational Excellence

• Lead the daily execution of tenant engagement and amenity programs
• Ensure community and commercial standards such as hospitality, amenity management and marketing protocols are delivered consistently across all sites
• Conduct regular property visits, service audits, and performance reviews

Lead & Coach High-Performing Teams

• Support on-site teams and third-party partners in delivering top-tier service
• Set clear goals, provide coaching and feedback, and build a culture of accountability
• Identify training needs and partner with internal teams to address them
• Support recruiting, onboarding, and team development efforts
• Follow through with roll-out of new initiatives and support execution of changing operations standards

Build Strong Client Partnerships

• Serve as the primary operational point of contact for landlord partners
• Provide regular updates on performance, feedback, and key metrics
• Collaborate with asset managers to align operations with building goals
• Represent Industrious with professionalism, insight, and hospitality

Manage Budgets & Business Performance

• Track program budgets, spending, and operational KPIs
• Partner with finance to monitor variances and maintain fiscal discipline
• Support business planning and forecasting at the asset level

Improve & Scale Programs

• Help pilot new service offerings and experience touchpoints
• Document learnings and best practices to support future rollouts
• Support operational readiness for new buildings or service launches
• Identify and implement improvements to increase efficiency and impact

In this role, success will be measured by your ability to deliver great tenant experiences and scale operational systems with consistency. Key indicators include:

• High tenant satisfaction (e.g. strong NPS and feedback)
• Operational consistency across locations (e.g. audit scores, service delivery metrics)
• Strong team engagement and low turnover
• Positive landlord feedback and program retention
• On-budget financial performance
• Timely issue resolution and clear communication
• Scalable process improvements that enhance efficiency and service quality

Requirements:

• 7-10 years in multi-unit hospitality operations
• 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

Compensation: The annual base compensation range for this role is between $110,000 and $130,000.

The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job-related knowledge, skills, and professional qualifications You will also be eligible for an annual bonus calculated based on individual and company performance.

Base and bonus compensation are just two components of Industrious’ total compensation package that may be available to employees. Other great employee perks and benefits include heavily subsidized healthcare plans, generous paid time off, long-term incentive plan, wellness programs, professional development grants, 401k plan, and many other benefits, subject to applicable eligibility criteria and company policies.

Equal Employment Opportunity: Industrious is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.