Community Lead, 195 Montague

WeWork•New York, NY

1d•Onsite

About The Position

The Community Lead is responsible for ensuring the building meets WeWork’s global standards for hospitality and operating excellence. The role supports a diverse member base and Enterprise clients, with a focus on member satisfaction, operational excellence, and business performance. This is an on-site position requiring work in the building five days per week. The role delivers personalized hospitality and resolves member feedback and complex escalations, using NPS data to identify trends and improve service. It also supports community events and desk coverage, leads day-to-day building operations, coordinates service requests and move-in/move-out processes, partners on safety and security compliance, and manages controllable operating costs. The Community Lead works with Leasing to conduct tours for prospective members, pursues revenue opportunities such as ancillary service sales and membership upgrades, and identifies renewal and expansion opportunities using data-informed analytics.

Requirements

Bachelor’s degree or equivalent experience.
Proactive problem-solver with an entrepreneurial mindset and commitment to continuous professional growth.
Ability to manage multiple priorities in a fast-paced environment.
Exceptional verbal and written communication skills and ability to build rapport with diverse stakeholders, from entrepreneurs to Enterprise executives.
Experience using data, such as Qualtrics or CRM tools like Salesforce, to inform decisions and improve member satisfaction.
Strategic thinking and problem-solving ability in a fast-paced environment.
High degree of accountability and a strong work ethic, with compassion and self-awareness in professional interactions.

Nice To Haves

Preferred 3+ years of professional experience and a proven track record of success in hospitality, multi-unit retail, or a related field.

Responsibilities

Deliver personalized hospitality by anticipating member and guest needs and supporting a positive experience throughout the member journey.
Resolve member feedback and complex escalations, use NPS data to identify trends, and implement proactive service improvements.
Support the Community Team in executing community events that promote networking and member connections.
Support the Community desk schedule as needed to maintain coverage during business hours.
Lead on-site building operations and implement improvements to maintain operational excellence and building standards.
Coordinate timely resolution and communication for service requests, monthly move-in and move-out processes, and maintenance work orders with internal and external stakeholders.
Partner with the Security team on safety and security protocols and compliance with global health and safety standards.
Manage the location’s controllable operating costs while maintaining a premium member experience.
Partner with the Leasing team to lead tours for prospective members and tailor information to their business needs.
Pursue revenue growth through ancillary service sales and membership upgrades.
Use data-informed analytics to identify member renewal and expansion opportunities.