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Enterprise Community Manager
WeWork
Seattle, WA, United States
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Community Manager - Enterprise
About the Role
The Community Manager - Enterprise is the leader of the community team and owner of their building(s). The Enterprise Community Manager works with enterprise members as their on-site daily point of contact to ensure that the member receives the best possible experience.The manager works directly with the member to drive engagement with our space, community, and services. This role requires high-level communication across every department at WeWork and with various stakeholders within the enterprise member’s organization.
As the in-person point of contact for these members, they are the first to address member questions, solicit and share feedback, and solve problems.
Duties and Responsibilities
• Understand the needs of the Enterprise member at WeWork and identify opportunities on engaging the member with the products, hospitality, and services WeWork provides
• Discover and analyze gaps in the member experience. Work cross-functionally to communicate and address those gaps
• Manage operational needs and work with Operations and Account Management teams to develop initiatives that improve Enterprise member experience within the region
• Check-in and meet regularly with Enterprise members to ensure they are happy and progress is being made on projects
• Work closely with Account Management teams to identify opportunities for improvement in member experience
• Understand and manage profit and loss and expense tracking in building(s)
Building Operations
• Coordinate with physical product team on-site to ensure that projects are completed on time and to standards
• Interpret and communicate complex operational problems to your team and members
• Make recommendations to physical product and building operations team on any repairs, maintenance, or updates required in your building(s)
• Manage new requests from enterprise members and identify the correct channels and resources to complete the request
• Manage a day and night janitorial team to maintain clean offices and common areas and deliver the highest level of member satisfaction
• Expense management for the building(s)
• Know and be able to implement member safety plans, i.e. fire and emergency plans
Project Management:
• Serve as primary point of contact for all internal and external project team members
• Substantial involvement during Due Diligence and Layout to understand lease terms, develop estimates and initial budget, and secure necessary approvals
• Generate and continuously maintain reporting data for respective projects, reporting to upper management as necessary
• Work across the department to roll out new initiatives and meet targets
Account Management:
• Serve as onsite point of contact for members and vendors, including escalations and operational/property management questions
• Use proactive communication, relationship building, and value-adding initiative to drive increased engagement, satisfaction, and ultimately retention and growth among WeWork’s biggest accounts
• Work closely with Product, Community, Sales, Operations, and Digital to ensure product is delivered per deal requirements
• Create a custom strategy for move-in, orientation, and day 2 product improvements
Experience & Requirements
• Skilled relationship and project manager
• Experience in building operations, facilities, and property management
• Preferred experience in Account Management
• Acts as the main point of contact between internal WeWork departments for building
• Highly flexible and adaptable to continuous change and growth
• Organized and detail-oriented
• People management experience preferred
• Ability to solve problems with innovative thinking
• Customer service experience required
• Project management and business operations experience required
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Passion and understanding for WeWork’s mission and values