Experience Director

Playbook; New York (NY); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Free employee-only medical coverage

4% employer 401(k) match

Free short-term disability

Equity opportunity

Job summary

Playbook seeks a seasoned hospitality and building-operations leader to own strategy, integration, and execution for the One Liberty Plaza experience. You will steer the pre-opening phase, oversee the launch, and evolve amenity spaces while uniting programming, operations, and partnerships for a cohesive tenant experience.

You will lead with a house-proud mindset, ensuring seamless operations behind the scenes and representing hospitality in peak moments, from VIP welcomes to leasing tours and

Qualifications

• 5+ years in hospitality, workplace experience, or amenity operations.
• Experience leading high-performing teams.
• Budget ownership and financial performance interpretation.
• Experience creating and presenting operational/financial reporting.
• Proficient with Google Suite and Slack.
• Comfort with membership management tech.
• Familiar with Marq/Canva tools.
• Cross-functional collaboration with internal/external partners.

Responsibilities

• Own strategy, integration, and execution of building experience at One Liberty Plaza.
• Lead pre-opening phase, oversee launch and evolution of amenity spaces.
• Bring programming, operations, and partnerships together into a cohesive hospitality-driven experience.
• Lead tenant onboarding and VIP event support; build foundational tenant relationships.
• Deliver reporting and insights to ownership, leasing, and tenants.
• Maintain professional, tenant-focused standards through daily walkthroughs.

Skills

Hospitality leadership

Budget management

Operational reporting

Cross-functional collaboration

Vendor/partner management

Google Suite

Slack

Membership systems

Marq

Canva

Tools

Google Suite

Slack

Marq

Canva

Job description

Salary Range:$140K - $150K plus $4k annual bonus for top performance. With top performance, you are also eligible to become a shareholder in our company and earn equity.

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 Mission:

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.

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.

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.

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.

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.