Regional Director, West

Role Overview

• 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

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

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