Community Manager

About the Company

WeWork creates flexible workspace solutions that support businesses of every size across more than 37 countries. The company focuses on shaping the future of work by building a global community and helping members do their best work in spaces designed to move ideas forward.

Role Overview

As a Community Manager, you will be based in the buildings you oversee each day and will own the member experience across your portfolio, typically covering 2 to 4 buildings. Your role is centered on ensuring member needs are met while maintaining WeWork’s global standards and member experience goals.

Depending on the assigned location, you may work with members from many different industries and backgrounds, or support one of the company’s Enterprise clients. Enterprise sites can involve different holidays, systems, operational processes, relationship expectations, and property management responsibilities than Classic locations.

Membership Engagement and Retention

• Take responsibility for key accounts across the buildings in your portfolio and manage those relationships directly.
• Make sure every account in your buildings has a designated contact person.
• Meet with members to handle concerns, process terminations, and resolve more complex matters.
• Act as the escalation point and final authority on WeWork policies and procedures for members.
• Track and manage the Medallia escalation workflow so that alerts are handled promptly.
• Own member retention, Net Promoter Scores, and overall satisfaction outcomes.
• Regularly review satisfaction and NPS results and implement building-level plans to improve performance.
• Conduct VIP building tours when required.
• Share business updates, process changes, company initiatives, and team goals clearly and effectively.

Building Operations and Management

• Ensure upkeep and quality standards are followed and that service-level commitments for member requests are being met.
• Keep the team accountable for general operational policies and standards.
• Work with Landlords alongside the Asset Director and Real Estate teams to resolve building issues.
• Raise recurring problems with third-party vendors to the right internal teams for resolution.
• Share responsibility for building-level operating expenses in coordination with the Building Operations team.
• Lead tours for prospective members and explain the benefits most relevant to their needs.
• Review cluster ancillary revenue data, launch initiatives to improve it, and partner with central teams on projects such as private events, partnerships, parking, and similar revenue drivers.
• Handle community duties for member companies in buildings without a Community presence, which may include operational ownership, coordination with Sales and Account Management, and support for specific contract terms.

Team Leadership

• Lead teams across your buildings so they can deliver on individual, team, member, and business goals.
• Ensure new team members are properly trained during onboarding and have the resources they need to perform well.
• Divide your time effectively across buildings so teams receive the support they need in daily operations.
• Help direct reports build development plans through ongoing coaching and weekly one-on-one feedback sessions.
• Support career growth and internal progression, and recognize strong performance when appropriate.
• Monitor direct report performance on a regular basis and complete performance reviews in line with WeWork’s People Calendar.

Budgeting and Expense Tracking

• Contribute to monthly, quarterly, and annual budget planning and setting.
• Review monthly building budgets and financial results in detail to identify opportunities for optimization.

What We’re Looking For

We are looking for someone with at least 5 years of relevant experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or a related field, along with customer service experience. You should also have at least 2 years of management experience leading individual contributors.

A bachelor’s degree in Business, Marketing, Hospitality, or a related area is preferred, though equivalent experience will also be considered. Strong team leadership ability, clear verbal and written communication, project management capability, and business operations experience are important for success in this role.

You should be comfortable working through challenges, adapting quickly in a fast-moving environment, and demonstrating integrity, reliability, accountability, self-awareness, a strong work ethic, and compassion.

Life at WeWork

Working at WeWork goes beyond a standard job. The company values the energy, purpose, and relationships that make work meaningful. You will be part of a collaborative environment that encourages fresh ideas, celebrates different perspectives, and supports both community involvement and global initiatives.