Сеть коворкингов WeWork ищет Community Lead (Operations).
WeWork began in 2010 with a vision to build the first global physical platform designed to bring people together. Today, company offers access to a desk, an office, a headquarters, or an entire building in hundreds of cities around the world; with over a third of the Fortune 500 companies being part of the WeWork community.
About The Opportunity:
- Community team is an integral part of business with the mission to enable members to create their life’s work
- As a Community Lead, you are integral to the elevated member experience at your WeWork location. You will report to your building each day and will be responsible for ensuring company meets members’ needs and maintain WeWork global operational standards
- In addition, you’ll ensure company delivers on targets for an uncompromised member experience through curated events based on members’ interests, introducing members to each other for business opportunities, and creating a welcoming environment for members and their guests
In This Role, You’ll:
Building Operations and Management:
- Act as main point of contact for Operations and Members/Community escalations in your location (Maintenance, Cleaning, Security, Health & Safety, AV/IT, plants)
- Conduct morning walkthroughs to address any issues, Escalating any recurring issues to your manager and/or relevant cross-functional teams
- Know and explain WeWork policies and procedures and communicate, inform, and update members on building issues via email, in person, or broadcast
- Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion
- Liaise and manage third party vendors (Cleaning Teams, Repair & Maintenance Staff) to ensure space is kept up to standards with weekly 1:1 meetings and budget tracking with the team
- Own and drive all Operations payments for the location according to the set up procedure, including: Payment tracker, PO requisitions, managing soft & hard-copies of invoices, monitoring of timely payments and due dates
- Manage food and beverage offerings, stock quantity to ensure the quality aligned with WeWork standards, guidelines and “Zero Waste” methods
- Ownership of sustainability best practice; including recycling and waste management, responsible ordering of food and consumables and upholding zero single-use plastic policy
- Ensure Salesforce operations tickets and maintenance projects are resolved and addressed in a timely manager to ensure the highest level of member experience
- Conducting ongoing analysis of the tickets trends, finding pain points and proactively improving member experience within Operations
Safety And Security:
- Review and understand the role in the building management & WeWork provided Emergency Action Plans
- Create incident reports as necessary, Respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts
- Management and upkeep of the Emergency backpack, First Aid Kit
Membership Engagement & Retention:
- Complete scheduled, monthly conversations with their assigned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience
- Follow up in person with all members who’ve submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response
- Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member's needs
- Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours
Move-In & Move Out:
- Conduct pre-move-in meetings with all new accounts to ensure a successful move in
- Complete the New Member Orientation process for all new accounts within the building
- Drive the physical move-in and move-out schedule each month, coordinating with the cleaning support team and Community team to optimise member experience and minimize issues
Sales Support:
- Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth related conversation (ex. move-out requests, extensions, transfers, etc.)
- Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc)
Events:
- Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team
- Assist the events teams in hosting weekly “social events” that help to create a community within your location and execute “Value-Driving” events
- Distribute all necessary info to promote the event including posting of weekly events posters and individual event posters
- Ensure building-specific operational requirements are met for each event (elevators, HVAC, etc)
Company’d love to hear from you if you meet the qualifications below:
- 2+ years of experience in operations management and hospitality
- Proficient local language and understanding of local culture required
- Excellent interpersonal and networking skills
- Strong verbal and written communication skills
- Strong organization skills with the ability to multitask projects from start to finish
- You are attentive to detail and manage tasks efficiently and effectively
- You enjoy and thrive at continually growing relationships
- Ability to foster a positive and motivating work environment, encouraging feedback and innovation
- Strong proficiency in Russian and English are required
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