Community Manager

The Community Manager is the captain of the team and the owner of the building.

Goals and Objectives

Illustrate WeWork’s core values and strive to achieve our mission.

Create a collaborative community environment amongst our members through events and personal introductions

Ensure that buildings are fully operational and processes are running smoothly

Manage sales process and churn

Team development and growth

Manage all KPIs for the building

Core alignment with the company mission and values

Manage the P&L for the building

Experience and Requirements

BA / BS or equivalent in Business, Marketing, Hospitality or other related degree

Experience in hospitality, marketing, retail, startups, consulting or related experience with strong operational focus a plus

3+ years of management experience, managed teams of 5+ people

Customer service and 1-2 years of sales experience preferred;

Project management and business operations experience required

Experience managing sales and building high visibility brands a plus

Passion and understanding for entrepreneurial communities

Thrive in a fast paced environment while maintaining excellent attention to detail

Strong communication, organization and project management skills

Assertive and have a strong drive to develop those around you, being an inspirational leader

Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy;

Passion and understanding for WeWork’s mission and values.

Duties and Responsibilities

Be ultimately responsible for health of community and experience of the building

Manage the P&L – member growth, occupancy, revenue & margins – managing budgets

Mentor the Community Management team to reach Community goals and execute on all objectives

Maintain WeWork brand standards in your building

People Management

Manage a team within a building to reach sales goals and execute on their objectives as an individual and a team.

Lead professional development within team and make recommendations to promote current employees.

Perform weekly one-on-one meetings to track individual performance.

Oversee and keep team up to date with process changes.

Oversee team including performance management reviews and OKRs

Hospitality & Events (Community Management)

Manage all building operations and communicate with market support to ensure highest level of member satisfaction.

Develop community initiatives designed to create connections between members, including member introductions, overseeing events, electronic and print communications, and building walkthroughs.

Solve member-related issues to ensure a cohesive community and manage member expectations.

Meet with members to resolve issues, process member terminations and other issues of complexity.

Oversee events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets.

Proactively gather data on members’ business objectives and identify both WeWork and member services that could help members achieve their objectives.

Seek opportunities to engage members to discover and discuss members’ objectives, i.e. using member service request as an opportunity to learn more about member, member’s business and any other needs member may have. Identify opportunities and act on them to connect members.

Design and implement rules, guidelines and best practices for the community to optimize member experience.

Recommend best practices, including but not limited to: community management, sales, events, training, and member experience on a company-wide level.

Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of greater community.

Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted.

Explain WeWork policies and procedures to members, including but not limited to: membership agreement and billing procedures.


Take responsibility for sales and community dynamics.

Maintain strong sales hygiene and salesforce management

Conduct tours to work towards and maintain 100% building occupancy.

Lead tours for VIPs, i.e. guests of WeWork.

Assist in member success in helping members grow within the community

Manage Churn for building

Engage in the larger community of the market by attending events and networking with local start-ups and organizations. Manage and maintain relationships with vendors and landlords.

Building Operations

Make recommendations to Physical Product and General Manager on any repairs, maintenance, or updates required in your building.

Manage a day and night janitorial team to maintain clean offices and common areas and deliver the highest level of member satisfaction

Analyze tickets by area to identify and resolve issues presented, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.

Set priorities using ticket data and clearly communicate adjustments to team.

Produce comprehensive quality control reports that allow all stakeholders to improve member experience. Review all base building documents to ensure the data is updated and accurate.

Supervise move-ins and move-outs for quality experience.

Review daily reports and work with team to finalize weekly and monthly reports that outline community and sales progress.

Expense management for the building and budget forecasting

Know and be able to implement member safety plans, i.e. fire and emergency plans.

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