WeWork Community Manager: Manage Member Experience, Building Operations & Team Performance

WeWork is seeking a skilled and experienced Community Manager to join our growing team. This role plays a vital part in our mission to empower members to build their life's work. As a Community Manager, you will be responsible for fostering a positive and productive environment within your assigned buildings, typically 2-4, ensuring member satisfaction and exceptional building operations.

Key Responsibilities:

1. Membership Engagement & Retention:

• Manage relationships with key accounts within your buildings.
• Assign point of contact for all accounts within your buildings.
• Resolve member issues, process terminations, and handle complex situations.
• Serve as escalation point and final decision maker on WeWork policies and procedures.
• Monitor Medallia escalation process to ensure proper addressing of alerts.
• Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
• Regularly review Net Promoter Scores and member satisfaction results and implement building-specific plans to improve KPIs.
• Conduct building site tours for VIPs as needed.
• Communicate and drive success of business updates, process changes, company initiatives, and goals to the team.

2. Building Operations & Management:

• Ensure quality and upkeep expectations are met, and SLAs for member submitted requests are fulfilled.
• Hold the team accountable for general operational policies and standards.
• Collaborate with Landlords, the Asset Director, and Real Estate to handle building-related escalations.
• Escalate recurring issues related to 3rd party vendors to appropriate teams for resolution.
• Be accountable for building-level Opex in partnership with the Building Operations team.
• Conduct tours of the space for potential new members, highlighting tailored benefits.
• Analyze cluster ancillary revenue data, drive initiatives to increase revenue, and partner with central teams on projects (private events, partnerships, parking, etc.).
• Oversee Community responsibilities in buildings without a dedicated Community team, including operational duties, liaising with Sales and Account Management, and supporting specific contractual agreements.

3. Team Management:

• Oversee and lead teams within your buildings to execute objectives and achieve business and member goals.
• Ensure thorough team training during onboarding and provide necessary tools for success.
• Allocate time effectively across buildings to ensure team support in day-to-day activities.
• Support direct reports in creating development plans through tailored coaching and weekly one-on-one meetings.
• Encourage growth opportunities within the role and through promotion. Recognize positive performance.
• Track direct report performance regularly and conduct performance management reviews according to WeWork's People Calendar.

Budgeting & Expense Tracking:

• Provide input and set monthly, quarterly, and yearly budgets.
• Conduct comprehensive review of monthly building budget and results for optimization.