Community Manager, Chicago Job at WeWork in Chicago

Community Manager, Chicago at WeWork

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WeWork provides flexible workspace solutions to help businesses thrive worldwide. Join us to empower tomorrow’s world at work.

Seniority Level: Mid-Senior level | Employment Type: Full-time | Job Function: Marketing and Sales

About The Opportunity

Your role: own the member experience in each building in your portfolio (generally 2‑4), manage day‑to‑day reporting to building managers, and ensure member needs and WeWork global standards are met.

Membership Engagement & Retention

• Assume ownership and manage the relationship with key accounts within multiple buildings you oversee.
• Ensure all accounts within your buildings have an assigned point of contact.
• Meet with members to resolve issues, process member terminations, and other complex issues.
• Serve as a point of escalation and be a final decision maker on WeWork policies and procedures to members.
• Monitor the Medallia escalation process to ensure alerts are properly addressed.
• Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
• Review NPS and member satisfaction results regularly and implement building‑specific plans to improve KPIs.
• Lead building site tours for VIPs as needed.
• Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.

Building Operations And Management

• Ensure quality and upkeep expectations are adhered to and SLAs for member‑submitted requests are met.
• Hold the team accountable for general operational policies and standards.
• Engage with Landlords in conjunction with the Asset Director and Real Estate to handle building‑related escalations.
• Escalate recurring issues related to third‑party vendors to appropriate teams for resolution.
• Be accountable for building‑level OPEX in partnership with the Building Operations team.
• Conduct tours of the space for potential new members, sharing benefits tailored to their needs.
• Analyze cluster ancillary revenue data, drive initiatives to increase ancillary revenue in your cluster, and partner with central teams on ancillary projects.
• Oversee Community responsibilities for Member companies in buildings where Community is not present.

Team Management

• Oversee and lead teams within your buildings to execute on objectives as an individual and a team.
• Ensure teams are thoroughly trained during onboarding and have the tools necessary to succeed.
• Split your time appropriately among buildings to support day‑to‑day activities.
• Support direct reports in development plans, ongoing tailored coaching, and weekly one‑on‑one feedback.
• Support individuals' growth opportunities and recognize positive performance.
• Track performance of direct reports and conduct performance management reviews in sync with WeWork’s People Calendar.

Budget Setting & Expense Tracking

• Provide input to set monthly, quarterly, and yearly budgets and review monthly building budget results comprehensively for optimization.

About You

• 5+ years or equivalent experience in hospitality, marketing, multi‑unit retail, startups, finance, consulting, or related fields. Customer service experience required.
• 2+ years of management experience leading a team of individual contributors.
• Bachelor’s Degree or equivalent experience preferred in Business, Marketing, Hospitality, or related degrees.
• Strong verbal and written communication skills, project management, and business operations experience.
• Committed to integrity, dependability, responsibility, accountability, self‑awareness, work ethic, and compassion.
• Enjoys challenges and embraces change in a fast‑paced environment.

Compensation & Benefits

• Base Pay: $80,000 - $85,000
• Incentive Compensation: Eligibility for an incentive plan specific to the role. Details provided at onboarding.
• Benefits: 20 days of PTO, ~13 paid holidays, 80 hours of paid sick time per year; 16 weeks paid parental leave; competitive healthcare; 401k; life and AD&D insurance.

Life At WeWork

Being a WeWorker is more than a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet, and the purpose you follow. Here you will work with a community that embraces and inspires you just as you inspire us.

Equal Employment Opportunity

WeWork is a proud equal‑employment‑opportunity employer and affirmative action employer. We do not discriminate based on age, disability, gender identity or expression, gender reassignment, marital or civil status, pregnancy or pregnancy‑related conditions, race, color, national origin, ancestry, citizenship, religion, or any protected characteristic. For veterans and people with disabilities we also provide affirmative action.