WeWork Community Manager Job Description: 3 Key Responsibilities

This job description highlights the key responsibilities of a WeWork Community Manager, a role focused on delivering exceptional member experiences and driving business success. The position requires strong leadership, communication, and customer service skills to oversee multiple buildings and ensure operational efficiency.

3 Most Important Responsibilities:

'Ensuring member satisfaction and meeting global standards/targets': The Community Manager plays a crucial role in ensuring members have a positive experience at WeWork. This involves exceeding expectations, resolving issues promptly, and consistently meeting WeWork's global standards for member satisfaction.
'Managing relationships with key accounts and serving as a point of escalation': The Community Manager is responsible for building and maintaining strong relationships with key accounts within their assigned buildings. This includes resolving complex issues, mediating disputes, and acting as a final decision-maker on WeWork policies and procedures.
'Leading and overseeing teams to execute on objectives and meet business goals': The Community Manager leads and mentors their teams to ensure they are equipped with the skills and resources necessary to succeed. This involves setting clear objectives, providing guidance, and fostering a collaborative work environment focused on achieving both individual and team goals.

Qualifications:

'Years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience'* 'Customer service experience required'* 'Years of management experience of leading a team made up of individual contributors'* 'Understanding and experience leading a team'* 'Must have strong verbal and written communication skills, project management, and business operations experience'* 'Like challenges, and embraces change in a fast-paced environment'* 'Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion'

Responsibilities:

'As a Community Manager, you will be required to report to buildings you manage each day and will be the owner of the Member experience in each building in your portfolio, generally 2-4'* 'You will also be responsible for ensuring we are meeting our member's needs and our WeWork global standards and targets on member experience satisfaction'* 'Assume ownership and manage the relationship with key accounts within the multiple buildings you oversee'* 'Ensure all accounts within your buildings have an assigned point of contact'* 'Meet with members to resolve issues, process member terminations, and other issues of complexity'* 'Serve as a point of escalation and be a final decision maker on WeWork policies and procedures to members'* 'Monitor the Medallia escalation process to ensure alerts are being properly addressed'* 'Be accountable for member retention, Net Promoter Scores, and overall member satisfaction'* 'Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs'* 'Lead building site tours for VIPs as needed'* 'Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team'* 'Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met'* 'Hold the team accountable for general operational policies and standards'* 'Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations'* 'Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution'* 'Be accountable for building-level Opex in partnership with the Building Operations team'* 'Oversee and lead teams within your buildings to execute on their objectives as an individual and a team to reach business & member goals'* 'Ensure teams have been trained thoroughly during the on-boarding process and have the tools necessary to succeed in their respective roles'* 'Ensure your time is split appropriately between your buildings to make sure teams feel supported in their day-to-day activities'* 'Support direct reports in the creation of a development plan, through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback'* 'Support individuals to pursue meaningful growth opportunities, within the role and through promotion'* 'Recognize positive performance as appropriate'* 'Track performance of direct reports regularly and conduct performance management reviews in sync with WeWork's People Calendar'* 'Budget Setting & Expense Tracking:'* 'Provide input to and set monthly, quarterly and yearly budgets Review monthly building budget and result comprehensively for optimization'