Senior Customer Service Experience Manager

Company Description

ABOUT STREAM REALTY PARTNERS

Founded in 1996, Stream Realty Partners (Stream) began with a vision. Not one focused on bricks and mortar, but with people at its foundation. Headquartered in Dallas, TX and operating in core markets coast to coast, we complete billions in annual transactions in office, industrial, retail, healthcare, land, and data center properties. With millions of square feet of assignments, Stream is one of the fastest-growing, full-service commercial real estate services organizations in the country. Our team of talented individuals have come together to create our distinct culture, best summarized by our firm’s core values: smart, honest, nice, and passionate. For more information, visit www.streamrealty.com  and follow Stream on LinkedIn, Instagram, X and Facebook.

IMMEDIATE IMPACT. MEANINGFUL CAREER.

At Stream, we know our success begins and ends with our people. It is the reason we work hard to attract and retain the best and brightest talent. From day one, you will be an integral member of our high-caliber, collaborative team. We will empower you to apply your energy, expertise, and creativity to meet our client’s needs while instilling you with unsurpassed market knowledge and development opportunities to succeed. When you join Stream, you won’t simply start a new job—you will build a meaningful and impactful career.

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 notifications@smartrecruiters.com 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.

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#LI-CF2 #LI-Onsite

Stream is an equal-opportunity employer and does not discriminate on the basis of ethnicity, race, religion, sexual orientation, gender identity, age, national origin, disability, military status, or any other reason prohibited by law.

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