Job Description

The Senior Customer Service Experience Manager is responsible for delivering an exceptional tenant experience across two premier Class A office properties in downtown Chicago. This role leads tenant engagement, hospitality services, property programming, budgeting, vendor management, financial reporting, and staff leadership.

Property Summary:

• 151 North Franklin: Approximately 807,000 square feet
• 155 Wacker Drive: Approximately 1.2 million square feet

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Lead tenant experience and relationship management initiatives.
• Plan and execute tenant events, programming, and community engagement activities.
• Develop annual calendars, budgets, and operating plans.
• Manage vendors, contracts, insurance compliance, and service performance.
• Analyze budgets versus expenses and provide financial reporting.
• Collaborate with Morgan Stanley and ownership stakeholders on financial analysis and fund reporting.
• Supervise, train, and develop customer service and support staff.
• Maintain exceptional hospitality and service standards across both properties.

Customer Experience & Tenant Relations

• Deliver exceptional hospitality-driven tenant experiences.
• Manage tenant relationships and resolve escalated concerns.
• Lead engagement and retention initiatives.

Property Programming & Event Management

• Plan and execute tenant events and property programs.
• Manage annual event calendars, entertainment, food and beverage services.
• Oversee vendor contracts and event logistics.

Financial Management & Reporting

• Develop and manage annual budgets.
• Analyze budget versus expenses and provide financial reporting.
• Support fund management reporting and data analysis.

Leadership & Team Development

• Supervise, train, and develop staff.
• Establish service standards and performance expectations.

Qualifications

• Bachelor's degree in business, Hospitality, Real Estate, Communications, or related field.
• 5 to 8+ years of experience in commercial property management, luxury hospitality, workplace experience, or tenant services.
• Illinois Real Estate License preferred or ability to obtain.
• Strong communication, leadership, customer service, and financial management skills.
• Proficiency with Microsoft Office, CRM, and property management systems.

Key Skills and Traits:

• Hospitality mindset and white-glove customer service.
• Knowledge of Class A building operations.
• Vendor management and tenant improvement coordination.
• Exceptional written and verbal communication.
• Amenities management including budget and financial management experience

Additional Information

Once you have completed your application, you will receive an email from with a link to the Culture Index survey which will help us gain a better understanding of your strengths and motivational drives. Please search for the "General Survey" position in the Culture Index portal. We kindly request that you set aside 10 uninterrupted minutes within 48 hours of submitting your application.

#LI-CF2 #LI-Onsite

Stream Realty Partners offers competitive salaries, bonuses, medical/dental/vision insurance, pharmacy benefits, health savings account, flexible spending accounts, 401(k) plan with company matching, PTO, and holiday pay. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons.

To apply for a position, please visit our website at www.streamrealty.com