Community Lead, 650 California

WeWork•San Francisco, CA

4d•Onsite

About The Position

The Community Lead is responsible for ensuring the assigned building meets WeWork’s global standards for hospitality and operational excellence. The role leads on-site building operations and supports member satisfaction, business performance, and the success of a diverse member base, including Enterprise clients. This is an on-site position requiring presence in the building five days per week. The role delivers personalized hospitality, resolves member feedback and escalations, supports community events, and helps maintain desk coverage during business hours. It oversees service requests, move-in and move-out processes, maintenance work orders, and safety and security compliance, while managing controllable operating costs. In partnership with Leasing, the Community Lead supports prospective-member tours and pursues opportunities to grow revenue, occupancy, renewals, and membership expansions.

Requirements

Bachelor’s degree or equivalent experience.
Proactive problem-solving ability, an entrepreneurial mindset, openness to change, 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 skills.
High degree of accountability, strong work ethic, compassion, and self-awareness in professional interactions.

Nice To Haves

At least 3 years of professional experience, preferably with a proven track record in hospitality, multi-unit retail, or a related field.

Responsibilities

Anticipate member and guest needs, provide personalized support, and deliver 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 professional networking, member connections, retention, and satisfaction.
Support the Community desk schedule as needed to ensure consistent coverage during business hours.
Lead on-site building operations and identify and implement improvements to the space.
Ensure timely resolution and clear communication for service requests, monthly move-in and move-out processes, and maintenance work orders in coordination with internal and external stakeholders.
Partner with Security as the on-site representative for safety and security protocols and ensure compliance with global health and safety standards.
Manage the location’s controllable operating costs while delivering a premium member experience.
Partner with Leasing to lead tours for prospective members, tailoring information to their business needs to capture revenue and increase occupancy.
Pursue revenue growth opportunities, including ancillary service sales and membership upgrades.
Use data-informed analytics to identify member renewal and expansion opportunities.