Community Lead, 650 California

WeWork•San Francisco, CA

5d•Onsite

About The Position

The Community Lead is responsible for leading the on-site community effort and ensuring the building meets WeWork’s global standards for hospitality and operating excellence. The role supports a diverse member base, including Enterprise clients, and focuses on member satisfaction, operational excellence, and business performance. This is an on-site position requiring attendance in the building five days per week. The Community Lead delivers personalized hospitality, resolves member feedback and escalations, supports community events and desk coverage, and oversees daily building operations. The role also works with internal and external partners on service requests, move-ins and move-outs, maintenance, and safety and security protocols. In addition, the Community Lead supports revenue growth by partnering with Leasing on tours, pursuing ancillary sales and membership upgrades, and identifying renewal and expansion opportunities.

Requirements

Bachelor’s degree or equivalent experience.
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.
Proactive problem-solving ability, accountability, strong work ethic, compassion, and self-awareness.
Ability to embrace change and challenges and maintain an entrepreneurial mindset.

Nice To Haves

Three or more years of professional experience, preferably with a proven track record in hospitality, multi-unit retail, or a related field.
Commitment to continuous professional growth.
Strategic thinking and problem-solving skills.

Responsibilities

Anticipate member and guest needs and provide personalized support 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 foster professional networking and member connections.
Support the Community desk schedule as needed to ensure consistent coverage during business hours.
Lead the on-site operation of the building and implement improvements to maintain operating excellence and standards.
Coordinate timely resolution and clear 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 as the on-site representative for safety and security protocols and help ensure compliance with global health and safety standards.
Manage the location’s controllable operating costs while delivering a premium member experience.
Partner with the Leasing team to lead tours for prospective members and communicate benefits tailored to their business needs.
Pursue revenue growth opportunities, including ancillary service sales and membership upgrades.
Use data-informed analytics to identify member renewal and expansion opportunities.