Enterprise Senior Community Manager

Goals & Objectives

  • Illustrate WeWork's core values and strive to achieve our mission. Oversee and manage multiple buildings within the market and lead the Community Management teams of those buildings to achieve the following:
    • Creation of a collaborative environment amongst our members through events and personal introductions.
    • Maintenance of 100% occupancy by managing member experience and churn.
    • Ensure buildings are fully operational and processes are running smoothly.
    • Driving growth and promotion of WeWork-provided service offerings.
    • Maintaining company standards and expectations.
    • Managing buildings' KPI's.
  • Align with the Community leadership team to develop initiatives that improve Enterprise member experience within the region
  • Align with Enterprise Account Managers for companies within the cluster of buildings to understand the member experience and opportunities

Duties & Responsibilities

Community Management & Events:
  • Manage all building operations and communicate with market support to ensure the highest level of member satisfaction.
  • Develop community initiatives designed to create connections between members, including member introductions, overseeing events, electronic and print communications, and building walk-throughs.
  • Solve member-related issues to ensure a cohesive community and manage member expectations.
  • Meet with members to resolve issues, process member terminations and other issues of complexity.
  • Oversee events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets.
  • Proactively gather data on members' business objectives and identify both WeWork and member services that could help members achieve their objectives.
  • Seek opportunities to engage members to discover and discuss members' objectives, i.e. using member service request as an opportunity to learn more about the member, their business, and any other needs the member may have.
  • Identify opportunities and act on them to connect members.
  • Design and implement rules, guidelines and best practices for the community to optimize member experience.
  • Recommend best practices, including but not limited to community management, sales, events, training, and member experience on a company-wide level.
  • Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of the greater community.
  • Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted.
  • Explain WeWork policies and procedures to members, including but not limited to membership agreement and billing procedures.

Business Development:
  • Take responsibility for member experience and community dynamics.
  • Lead tours for VIPs, i.e. guests of WeWork.
  • Engage in the larger community of the market by attending events and networking with local start-ups and organizations.
  • Manage and maintain relationships with vendors and landlords.

Building Management:
  • Make recommendations to Physical Product and Head of Community and Operations on any repairs, maintenance, or updates required in your building.
  • Analyze tickets by area to identify and resolve issues presented, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.
  • Set priorities using ticket data and clearly communicate adjustments to the team.
  • Produce comprehensive quality control reports that allow all stakeholders to improve the member experience.
  • Review all base building documents to ensure the data is updated and accurate.
  • Supervise move-ins and move-outs for a quality experience.
  • Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress.
  • Expense management for the cluster of buildings.
  • Know and be able to implement member safety plans, i.e. fire and emergency plans.
  • Manage financials of all buildings in cluster and directly manage both P&Ls - member growth, occupancy & margins.
  • Responsible for monthly reports of buildings as it relates to team performance, building health, revenue, and expenses.

Personnel Management:
  • Manage teams across multiple buildings to reach Member Experience goals and execute on their objectives as an individual and a team.
  • Lead professional development within the team and make recommendations to promote current employees.
  • Perform weekly one-on-one meetings to track individual performance.
  • Oversee and keep the team up to date with process changes.
  • Oversee team including performance management reviews.
  • Manage Portfolio Community Associates within the portfolio or market and ensure growth and development needs are met.
  • Responsible for deploying appropriate coverage to Community Managers and ensuring coverage is provided to community teams in portfolio or market.

Strategic Partnerships and Execution:
  • Assist Community Directors as the voice of the local market internally and partner with key functions such as sales, marketing, finance, IT, technology, People Team, development, Enterprise and communications to grow the WeWork community.
  • Assist with hiring roles within the market for the local Community team.
  • Responsible for rolling out initiatives, processes, and strategy to further meet our goals and objectives as a region.
  • Assist in developing programming content for team meetings (TGIM).
  • Ability to identify, scale, and communicate best practices within the Community department.
  • Act as an additional resource to Community Managers, providing an extra layer of mentorship and assistance alongside Community Director.
  • Equal parts support and leadership for CMs in the market.

Experience & Requirements
  • Prior experience supporting and understanding the needs of Enterprise companies.
  • Understanding and experience managing a team of more than two people
  • College graduate with a four-year degree.
  • Have an exceptional ability to grow and develop teams and talent of direct reports to be self-sufficient.
  • Must embody "We" mentality, and be a bridge for different parts of the community.
  • Customer service and sales experience required.
  • Project management and business operations experience required.
  • Must have strong verbal and written communication skills.
  • Cold-outreach experience a plus.
  • Understanding and experience managing a team of more than two people.
  • Exceptional organizational and multitasking skills.
  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.
  • Passion and understanding for entrepreneurial communities.
  • Passion and understanding of WeWork's mission and values.

Back to top