Community Lead, 401 San Antonio Rd at WeWork

Mountain View, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Coworking, Real EstateIndustries

Requirements

Report to the building daily
Conduct scheduled quarterly conversations with owned accounts
Check in regularly with all members
Anticipate member and guest needs using collected information
Follow up in person with members submitting bad ratings or negative responses
Follow issue resolution model using severity scale
Review all Medallia responses and implement proactive changes
Support front desk coverage schedule as needed
Conduct pre-move-in meetings with new accounts
Complete New Member Orientation for all new accounts
Curate new member onboarding materials
Conduct move-out interviews
Conduct building tours for VIPs, prospective members, walk-ins, current members, and guests
Alert Growth Team on membership changes (e.g., move-outs, extensions, transfers)
Hand off prospective member sales to sales contacts
Provide feedback on event programming and evaluate events
Set up and host weekly social events
Execute Value-Driving events planned by Events team
Promote events with posters and necessary info
Ensure building operational requirements for events (e.g., elevators, HVAC)
Conduct morning walkthroughs and escalate recurring issues
Know and explain WeWork policies and procedures
Communicate building issues to members via email, in person, or broadcast
Manage building energy (e.g., music levels, activations)

Responsibilities

Ensure elevated member experience and meet members’ needs while maintaining WeWork global standards
Deliver on targets for uncompromised member experience through curated events, member introductions for business opportunities, and creating a welcoming environment
Maximize value of WeWork membership for owned accounts via conversations
Personalize member experiences using relevant information
Ensure proposed solutions fully meet member needs
Keep member experience top of mind in improvements
Ensure consistent front desk coverage during business hours
Ensure successful move-ins for new accounts
Provide onboarding materials on move-in day
Understand departing members’ experience via move-out interviews
Support Sales team with tours and hand-offs
Share space benefits tailored to potential members’ needs
Create community through weekly social events
Address any issues via morning walkthroughs
Update members on building issues and policies

Skills

Key technologies and capabilities for this role

Community ManagementEvent PlanningCustomer EngagementMember RetentionIssue ResolutionMedalliaPersonalizationSurvey Analysis

Questions & Answers

Common questions about this position

What is the salary for the Community Lead position?

This information is not specified in the job description.

Is this a remote position or does it require on-site work?

This is an on-site role where you will report to your building each day at 401 San Antonio Rd.

What are the key responsibilities or skills needed for the Community Lead role?

Key responsibilities include membership engagement and retention through conversations and check-ins, handling move-in and move-out processes, and supporting sales with building tours and lead hand-offs.

What is the company culture like at WeWork?

WeWork focuses on building a global community, empowering members to do their best work, and creating welcoming environments through curated events and personalized experiences.

What makes a strong candidate for the Community Lead position?

Strong candidates excel at anticipating member needs, personalizing experiences, resolving issues proactively, and fostering business connections through events and introductions.

WeWork

Provides coworking and office space solutions

About WeWork

WeWork provides shared workspaces and office solutions for individuals and businesses. Their spaces are designed to be flexible, allowing users to rent desks or private offices based on their needs. WeWork's locations are equipped with amenities such as high-speed internet, meeting rooms, and communal areas, making it easy for members to collaborate and network. Unlike traditional office rentals, WeWork offers short-term leases and a variety of membership plans, catering to freelancers, startups, and larger enterprises. The goal of WeWork is to create environments that foster productivity and community among its members.

New York City, New YorkHeadquarters

2010Year Founded

$12,795.1MTotal Funding

IPOCompany Stage

Social Impact, Real EstateIndustries

5,001-10,000Employees

Benefits

Competitive healthcare benefits

Life and AD&D insurance

401(k) matching

20 days of PTO

10 paid holidays

80 hours of paid sick time per full calendar year

16 weeks paid parental leave

Risks

Increased competition from Upflex threatens WeWork's market share.

WeWork's $19 billion debt limits financial flexibility and growth investment.

Bankruptcy filing indicates financial instability, risking client trust and membership decline.

Differentiation

WeWork transforms buildings into dynamic, collaborative workspaces for creativity and focus.

WeWork offers infrastructure, services, events, and tech for creators to thrive.

WeWork's eco-friendly workspaces attract environmentally conscious businesses.

Upsides

Flexible workspace demand is increasing with hybrid work models benefiting WeWork.

Digital nomadism rise creates global demand for coworking spaces, expanding WeWork's market.

Corporate downsizing in favor of flexible leases aligns with WeWork's offerings.

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