Community Manager, Atlanta

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re leading the movement. We empower members to do their best work and take their ideas to new heights by building a global community.

About the role

As a Community Manager, you will report to the buildings you manage each day and own the Member experience in each building in your portfolio (generally 2-4 locations). You will ensure we meet our members’ needs and uphold WeWork’s global standards and targets for member-experience satisfaction. Depending on your assigned location, you may work with a diverse mix of members or focus on one of our Enterprise clients; Enterprise roles may involve different holidays, technical systems, operational requirements, and property-management responsibilities.

Responsibilities

• Assume ownership and manage relationships with key accounts across the buildings you oversee.
• Ensure every account in your buildings has an assigned point of contact.
• Meet with members to resolve issues, process terminations, and address complex concerns.
• Serve as the final decision-maker on WeWork policies and procedures for members.
• Monitor the Medallia escalation process to ensure alerts are properly addressed.
• Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
• Review Net Promoter Scores and member-satisfaction results regularly; 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 met and SLAs for member-submitted requests are fulfilled.
• Hold the team accountable for general operational policies and standards.
• Engage with Landlords (in conjunction with the Asset Director and Real Estate) to handle building-related escalations.
• Escalate recurring issues related to third-party vendors to the 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, tailoring benefits to their needs.
• Analyze cluster ancillary-revenue data, drive initiatives to increase ancillary revenue, and partner with central teams on revenue-generating projects (e.g., private events, partnerships, parking).
• Oversee Community responsibilities for Member companies in buildings where Community is not present, including operational duties, liaising with Sales and Account Management, and supporting contractual agreements.
• Lead and develop teams within your buildings to execute on objectives and reach business and member goals.
• Ensure teams are thoroughly trained during onboarding and have the tools needed to succeed.
• Split your time appropriately between buildings to ensure teams feel supported in their day-to-day activities.
• Support direct reports in creating development plans through tailored coaching and weekly one-on-one meetings to deliver feedback.
• Help individuals pursue meaningful growth opportunities, both within their 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.
• Provide input to and set monthly, quarterly, and yearly budgets.
• Review monthly building budgets and results comprehensively for optimization.

Requirements

• 5+ years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related fields.
• Customer service experience required.
• 2+ years of management experience leading a team of individual contributors.
• Bachelor’s Degree or equivalent experience preferred in Business, Marketing, Hospitality, or related degrees.
• Proven ability to lead and develop a team.
• Strong verbal and written communication skills, project management, and business operations experience.
• Comfort with challenges and embracing change in a fast-paced environment.
• Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.

Pay

Base Pay: $85,000 annually.

Incentive Compensation: Eligible to participate in an incentive plan specific to your role. Details will be provided by your recruiter and are subject to the terms of the applicable incentive-compensation plan, which will be made available after commencing employment. WeWork reserves the right to amend its incentive plans, and nothing in this posting creates a right to a specific incentive-plan payment.

Benefits

Full-time employees are eligible for comprehensive benefits (subject to the terms of applicable plans/policies/agreements, which will be made available after commencing employment), including:

• 20 days of PTO, approximately 13 paid holidays, and 80 hours of paid sick time per full calendar year.
• 16 weeks paid parental leave.
• Competitive healthcare benefits.
• 401k plan.
• Life and AD&D insurance.