Job Description

Responsibilities

About Us

At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow's world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.

About the Opportunity

Our Community team is an integral part of our business with the mission to enable our members to create their life's work.

As a Senior Community Lead, you will be responsible for standard Community Lead tasks in your building to ensure we meet our members' needs and maintain our WeWork global standards. You will also have additional responsibilities, serving as a support to your Community Manager and being a leader amongst your peers in order to execute on company and area specific goals. You will be responsible for ensuring that Proactive Check-Ins are completed to a high standard for your cluster, and partner with your Community Manager to deliver new hire onboarding, team trainings, and ancillary revenue management as required. You will also act as the main point of contact for the cluster when your Community Manager is not present.

In this role, you'll:

Membership Engagement & Retention:

Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience.

Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.

Follow up in person with all members who've submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response.

Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member's needs.

Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.

Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.

Serve as a point of escalation on WeWork policies and procedures to members within your home location while also supporting additional buildings within the cluster.

Recommend and operationalize enhancements to member experience and building processes based off of building observations and team feedback.

Provide insight, assistance and guidance to peers in regards to member experience best practices, including Proactive Check-ins and Medallia insights.

Own cluster Proactive Check-in management by reviewing progress and notes to ensure that all buildings are achieving Proactive Check-in targets.

Assist Community Manager in rolling out new initiatives and goals to the cluster surrounding member satisfaction and overall experience.

Move-In & Move Out :

Conduct pre-move-in meetings with all new accounts to ensure a successful move in.

Complete the New Member Orientation process for all new accounts within the building.

Curate new member on-boarding materials such as welcome member notes, FAQ guides, etc to provide on move-in day.

Conduct move out interviews to understand the departing members' overall experience.

Sales Support:

Conduct building tours set up by the Sales team for VIPs or prospective members as needed.

Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth related conversation (ex. move-out requests, extensions, transfers, etc.).

Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc).

Events:

Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.

Partner with your team to set up and host weekly “social events” that help to create a community within your location and execute “Value-Driving” events planned by the Events team when applicable in the building.

Distribute all necessary info to promote the event including creation and posting of weekly events poster and individual event posters.

Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc).

Building Operations and Management:

Oversee operational budget and partner with CM to review building OPEX, assist cluster Community Lead's in navigating areas of complexity within their building reporting.

Utilize Tableau to analyze and track trends and opportunities across the buildings and suggest and implement enhancements

Analyze cluster trend data to own ancillary revenue management and own ancillary revenue driving projects (i.e. conference room booking management, private events, partnerships, parking, etc)

Conduct walkthroughs to address any issues, Escalating any recurring issues to your manager and/or relevant cross-functional teams.

Know and explain WeWork policies and procedures and communicate, inform, and update members on building issues via email, in person, or broadcast.

Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion.

Liaise with in-building, third party cleaning companies to ensure space is kept up to standards.

Track, audit, and organize keys collected and distributed:

Manage keycard stock and request new inventory as needed.

Safety and Security:

Review and understand the role in the building management & WeWork provided Emergency Action Plans.

Create incident reports as necessary, Respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts.

People Management Development

Serve as the main point of contact for onsite escalations when your Community Manager is not available.

Serve as a proxy for the Community Manager when they are out of office; including being the point of contact within the cluster for any operational, member, or employee escalations that arise to ensure smooth business continuity.

Be the training lead for all newly hired and promoted Community members, ensuring they have been successfully trained and onboarded.

Ensure all Community Associates and Leads in cluster have completed all required learnings and compliance courses by holding cluster accountable.

About You

We'd love to hear from you if you meet the qualifications below:

12+ months experience in the Community Lead role at WeWork

Solid impact level on previous performance review with HR endorsement

On track with assigned proactive check-ins

Complete all mandatory assigned learnings, including Hospitality Commitments Certifications & Advanced level Certifications

Life at WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a diverse community that embraces and inspires you-because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our , or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.

WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.

As part of our commitment to health and safety, WeWork - like a growing number of employers - is requiring all U.S. employees to be fully vaccinated for COVID-19 as a condition of employment, to the extent permitted by applicable law and absent a legal exception for reasonable accommodation. We provide unvaccinated new hires a 45-day grace period after their start date to get fully vaccinated or, if eligible, obtain a reasonable accommodation (unless a sooner deadline is required under applicable law). If you believe that a legal exception may apply to you, please still apply for any role(s) you are interested in and, if you are hired, you will receive instructions on how to request a reasonable accommodation after your start date. Please note that roles that require in-person work - currently, within our Community (excluding Member Experience), Facilities Management (including Security), Sales (excluding Sales Ops), and Member Technology teams - will not be eligible for work-from-home as an accommodation because it poses an undue hardship on our business. -
Benefits