Job Description

The Director of Experience Education leads the strategy, design, and execution of learning programs that elevate customer experience, tenant engagement, hospitality standards, and operational excellence across a commercial property portfolio. This role develops scalable education initiatives for property management teams, front-line staff, and leadership to ensure a consistent, high-quality experience across office, mixed-use, retail, and amenity environments.

Experience Education Strategy

• Develop and lead enterprise-wide education strategies focused on tenant experience, hospitality, service culture, and operational excellence.
• Create learning frameworks that support the company’s brand standards and customer experience goals.
• Identify capability gaps and build scalable training solutions across regions and asset classes.
• Establish learning roadmaps for front-line teams, managers, and senior leadership.

Learning Program Development

• Design and implement instructor-led, virtual, and on-demand training programs.
• Develop curriculum for:
  • Tenant experience and hospitality standards
  • Customer service excellence
  • Conflict resolution and communication
  • Property operations and service delivery
  • Leadership development
  • Wellness, events, and amenity activation
  • Technology adoption and digital experience tools
• Oversee onboarding and certification programs for property teams.
• Ensure learning content reflects evolving industry trends and tenant expectations.

Operational Excellence & Tenant Experience

• Partner with property operations leaders to improve consistency of service delivery across buildings and markets.
• Support implementation of experience-focused initiatives, including concierge services, hospitality programming, and workplace engagement strategies.
• Analyze tenant feedback, satisfaction scores, and operational KPIs to inform training priorities.
• Promote best practices across the portfolio.

Leadership & Stakeholder Partnership

• Collaborate with HR and Talent Development teams to align education programs with broader people strategies.
• Partner with Marketing and Experience teams to reinforce brand voice and customer engagement standards.
• Consult with regional and site leadership on change management and performance improvement initiatives.
• Lead and mentor education specialists, facilitators, and external training partners.

Measurement & Continuous Improvement

• Define metrics to evaluate training effectiveness, learner engagement, and operational impact.
• Produce reporting dashboards and executive updates on program performance.
• Continuously refine learning experiences based on feedback, business outcomes, and industry benchmarks.
• Manage training budgets, vendor relationships, and learning technologies.

• Bachelor’s degree in Business, Hospitality, Organizational Development, Education, Human Resources, or related field.
• 8–12+ years of experience in learning & development, customer experience, hospitality training, or operational education.
• Experience within commercial real estate, hospitality, retail, workplace experience, or property management environments.
• Demonstrated success building enterprise-scale learning programs.
• Strong facilitation, presentation, and stakeholder management skills.
• Experience with LMS platforms and digital learning technologies.
• Ability to travel regionally as needed.