Experience Director

Role Summary

Benefits: FREE employee-only medical coverage, a 4% employer 401(k) match, and FREE short-term disability. Other incredible benefits HERE.

Location: New York City, NY located at One Liberty Plaza

Work Hours: Monday-Friday anytime between the hours of 8:00am - 6:00pm with flexibility required to support events.

Reports to: Director of Client Delivery

Your Focus

As the ultimate curator of the site, you are responsible for fueling connection and productivity by leading with a "house proud" mentality. You prioritize clearing the way for your team and tenants alike, ensuring that every operational detail is managed end-to-end so that the complex machinery behind the scenes remains invisible to the guest. In this fall’s pre-opening phase, you are the face of hospitality for high-stakes moments—proactively welcoming VIP guests, leading leasing tours, and establishing the foundational tenant relationships that will define the building’s future.

Our Core Values

Playbook's culture is based on a shared respect for our lived values HERE. 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.

Responsibilities

Your mission is to own the strategy, integration, and execution of the building experience and asset performance at One Liberty Plaza.. You will lead the pre-opening phase, oversee the eventual launch and evolution of the amenity spaces, and bring programming, operations, and partnerships together into one cohesive, hospitality-driven experience. Through strong leadership and collaboration, you will build a connected, high-performing community that delivers measurable value to tenants, ownership, and the asset.

Outcomes You’ll Deliver

• Strategic Partnership: Serve as a strategic partner to property management, aligning Playbook teams and facilities teams to ensure seamless daily operations and execution in support of asset objectives.
• Asset Strategy Execution & Tenant Experience: Own and execute the building's asset and experience strategy, leveraging amenities, in-suite programming, and services to drive leasing velocity and tenant retention.
• Leasing & VIP Support: Act as the primary hospitality lead for prospective office and retail tenants, including coordination of access, F&B/gifting, and maintaining up-to-date knowledge of the asset and local area.
• Tenant Onboarding: Lead the tenant onboarding experience to ensure full integration across all spaces and services from day one.
• Stakeholder Integration: Act as the cross-functional leader responsible for integrating F&B operators, key partners, and retail tenants into the amenity program.
• Relationship Building & Reporting: Build trusted, long-term relationships with ownership, leasing, and tenants. Deliver clear reporting that demonstrates impact and value.
• Operational Standards: Conduct daily walkthroughs to ensure the standards of the environment are upheld and that all work is performed in a professional, tenant-focused manner.

Requirements

• 5+ of experience in hospitality, workplace experience, amenity operations, event programming, or community-led environments, with exposure to commercial real estate strongly preferred.
• Demonstrated experience leading high-performing teams.
• Experience fully owning and managing budgets, and interpreting financial performance to inform operational and strategic decisions.
• Proven experience creating and presenting operational and financial reporting that summarizes key metrics, trends, and business impact.
• Proficient in corporate communication technology such as Google Suite and Slack.
• Comfortable using new and evolving technology systems for membership management.
• Confidence using marketing tools like Marq, Canva, or templated platforms.
• Experience working cross-functionally with internal teams and external partners to deliver high-touch, well-executed experiences.
• Comfort operating in a fast-paced, evolving environment with a high degree of ownership, autonomy, and accountability.

Key Competencies

• Exceptional Hosting: A track record of anticipating needs, exceeding service expectations, and making thoughtful decisions that balance hospitality and operational realities.
• Ownership & Entrepreneurial Mindset: Taking full ownership of outcomes, operating effectively with minimal supervision, and making proactive decisions when launching or scaling programs .
• Organization & Removing Friction: An expert at managing multiple priorities and creating structure in fast-paced environments to support the team and tenants.
• The "Swan" Under Pressure: The ability to navigate complex, high-profile escalations with poise, solving problems in real-time to ensure the guest experience remains seamless.

About the Company

Our Commitment To You

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!

A Quick Note About Salaries

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.