WeWork Community Manager Resume - Proven Experience Driving Member Satisfaction & Building Success

Summary

Experienced and results-driven Community Manager with over 20 years of experience in the tech industry. Passionate about building strong relationships with members and creating a vibrant and engaging community experience. Proven track record of exceeding member satisfaction goals, optimizing building operations, and leading high-performing teams. Expertise in driving revenue and managing key accounts within a multi-building portfolio.

Key Responsibilities & Accomplishments

• Ownership of Member Experience: Assumed complete ownership of managing the relationship with key accounts within multiple buildings. Ensured all accounts had an assigned point of contact and served as the final decision-maker on WeWork policies and procedures. Monitored the Medallia escalation process, ensuring timely resolution of member issues. Accountable for member retention, Net Promoter Scores (NPS), and overall member satisfaction, implementing building-specific plans to improve KPIs. Successfully managed a portfolio of 3 buildings with over 1000 members, consistently maintaining an NPS of 8.5 and above.
• Building Operations and Management: Ensured quality and upkeep expectations were met and SLAs for member-submitted requests were achieved. Held the team accountable for operational policies and standards. Collaborated with Landlords, Asset Director, and Real Estate to address building-related escalations. Accountable for building-level Opex in partnership with the Building Operations team. Conducted tours for potential new members, tailoring benefits to their specific needs. Analyzed cluster ancillary revenue data and implemented initiatives to increase revenue, partnering with central teams on ancillary revenue driving projects. Increased cluster ancillary revenue by 20% through the implementation of private events and partnerships.
• Team Management: Oversight and leadership of teams within buildings to execute on individual and team objectives to reach business and member goals. Ensured thorough team training during onboarding and provided necessary tools for success. Supported direct reports with development plans, coaching, and weekly one-on-one meetings for feedback. Tracked performance and conducted performance management reviews in sync with WeWork's People Calendar. Led a team of 10 Community Associates to achieve 100% occupancy across all buildings within the first 6 months of joining WeWork.

Skills

• Member Experience Management
• Building Operations and Management
• Team Leadership and Development
• Communication and Interpersonal Skills
• Project Management
• Customer Service
• Revenue Generation
• Budget Management
• Data Analysis
• Hospitality and Marketing
• Conflict Resolution

Experience

[Previous Job Title] - [Previous Company] - [Dates] [Previous Job Title] - [Previous Company] - [Dates]

Education

[Bachelor's Degree or equivalent experience] - [University or Institution] - [Major]

Professional Certifications/Licenses (if applicable)

Awards and Recognition (if applicable)

Volunteer/Community Involvement (if applicable)

References

Available upon request.