Community Manager, Silicon Valley 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

Real Estate, CoworkingIndustries

Requirements

Report to buildings managed each day (generally 2-4 buildings)
Own the Member experience in each building in the portfolio
Ensure meeting members' needs and WeWork global standards/targets on member experience satisfaction
Work with a variety of members from different backgrounds/industries or focus on Enterprise clients (depending on location)
Handle different holidays, technical systems, operational/relationship requirements, and property management for Enterprise locations vs. Classic locations

Responsibilities

Assume ownership and manage relationships with key accounts in multiple buildings
Ensure all accounts have an assigned point of contact
Meet with members to resolve issues, process terminations, and handle complex issues
Serve as point of escalation and final decision maker on WeWork policies/procedures
Monitor Medallia escalation process to ensure alerts are addressed
Be accountable for member retention, Net Promoter Scores, and overall satisfaction
Review Net Promoter Scores/member satisfaction results and implement building-specific improvement plans
Lead building site tours for VIPs as needed
Communicate and drive success of business updates, process changes, company initiatives, and goals to the team
Ensure quality/upkeep expectations and SLAs for member requests are met
Hold team accountable for general operational policies/standards
Engage with Landlords (with Asset Director/Real Estate) on building-related escalations
Escalate recurring 3rd party vendor issues to appropriate teams
Be accountable for building-level Opex with Building Operations team
Conduct tours for potential new members, sharing tailored benefits
Analyze cluster ancillary revenue data, drive initiatives to increase it (e.g., private events, partnerships, parking), and partner with central teams
Oversee Community responsibilities for Member companies in buildings without Community presence (including operational duties, liaising with Sales/Account Management, supporting contractual agreements)
Oversee and lead teams within buildings to execute on responsibilities

Skills

Key technologies and capabilities for this role

Community ManagementMember EngagementCustomer RetentionMember ExperienceRelationship ManagementProperty ManagementEvent PlanningSales

Questions & Answers

Common questions about this position

What is the work arrangement for the Community Manager role?

This is a full-time position where you will be required to report to buildings you manage each day, overseeing generally 2-4 buildings.

What salary or compensation does this role offer?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this position?

Key responsibilities include managing member relationships, ensuring satisfaction and retention, monitoring Net Promoter Scores, leading site tours, resolving issues, and overseeing building operations and SLAs.

What is the company culture like at WeWork?

WeWork is united by a desire to build a global community, with a mission to enable members to create their life’s work by providing support for their best work and space for new ideas.

What makes a strong candidate for the Community Manager role?

Strong candidates should be ready to own member experiences across 2-4 buildings, handle escalations as a final decision maker on policies, drive retention and satisfaction KPIs, and manage building operations.

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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