Community Manager, Midtown South

Community Manager | Community As a Community Manager, you will be responsible for the daily reporting to buildings and ownership of the member experience across 2-4 buildings, ensuring member needs and WeWork global standards are met. Your role includes managing key accounts, resolving member issues, handling escalations, tracking KPIs, and leading building operations. Key Responsibilities Membership Engagement & Retention Assume ownership and manage the relationship with key accounts across buildings. Ensure every account has an assigned point of contact. Meet with members to resolve complex issues, process terminations, and other matters. Serve as the final decision maker on WeWork policies and procedures for members. Monitor Medallia escalation process to ensure timely resolution. Be accountable for member retention, Net Promoter Scores, and overall satisfaction. Review NPS and satisfaction results, implementing building‑specific plans to improve KPIs. Lead building site tours for VIPs as needed. Communicate business updates, process changes, initiatives, and goals to the team. Building Operations and Management Ensure quality and upkeep expectations are maintained and SLAs for member requests are met. Hold the team accountable for general operational policies and standards. Engage with Landlords, Asset Directors and Real Estate for building escalations. Escalate recurring vendor issues to appropriate teams. Manage building‑level OPEX in partnership with the Building Operations team. Conduct tours of the space for prospective members. Analyze cluster ancillary revenue data to drive initiatives and partner with central teams. Oversee community responsibilities in buildings where Community is not present. Team Management Lead and oversee teams in each building to meet objectives. Ensure teams are trained and equipped for success. Allocate time across buildings to support day‑to‑day activities. Coach direct reports, provide development plans, and hold weekly one‑on‑ones. Recognize positive performance and support growth opportunities. Track direct report performance and conduct reviews per WeWork’s People Calendar. Budget Setting & Expense Tracking Set monthly, quarterly, and yearly budgets; review building budget results for optimization. Qualifications 5+ years of experience in hospitality, marketing, multi‑unit retail, startups, finance, consulting, or related field; customer service experience required. 2+ years of management experience leading a team of individual contributors. Bachelor’s degree or equivalent; preferred in business, marketing, hospitality, or related disciplines. Strong verbal and written communication skills; project management and business operations experience. Demonstrated integrity, dependability, responsibility, accountability, self‑awareness, work ethic, and compassion. Enjoys challenges and embraces change in a fast‑paced environment. Compensation & Benefits Base Pay: $100,000 annually Incentive Compensation: Employees may participate in an incentive plan specific to the role. Details will be provided after employment commencement. Benefits: Full‑time employees are eligible for comprehensive benefits, including 20 days of PTO, ~13 paid holidays, 80 hours of paid sick time, 16 weeks paid parental leave, competitive healthcare, 401(k), and life and AD&D insurance. Equal Employment Opportunity WeWork is a proud Equal Employment Opportunity employer. We do not discriminate based on gender, sexual orientation, marital or civil status, pregnancy (or pregnancy‑related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information, military or veteran status, or any other protected characteristic. #J-18808-Ljbffr WeWork