Community Lead, 625 Mass Ave

WeWork•Cambridge, MA

13d•Onsite

About The Position

Our Community team is the driving force behind our members' success, dedicated to enabling every member to create their life's work. As a Community Lead, you will be responsible for ensuring your building meets global standards for hospitality and operating excellence. You will serve as a trusted and reliable leader focused on member satisfaction, operational excellence, and business performance. This is an on-site position, requiring presence in the building 5 days per week. Your work will encompass hospitality and member engagement, building operations, and revenue growth and sales support.

Requirements

Bachelor’s Degree or equivalent experience
A proactive problem-solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Exceptional verbal and written communication skills, with a natural ability to build rapport with diverse stakeholders ranging from entrepreneurs to Enterprise executives.
Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision-making and drive member satisfaction.
Embraces challenges in a fast-paced environment. Strategic thinker and problem solver with an entrepreneurial mindset.
Exhibit a high degree of accountability and a strong work ethic, while maintaining compassion and self-awareness in all professional interactions.

Nice To Haves

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

Responsibilities

Deliver elevated hospitality by anticipating member and guest needs, offering personalized support, and ensuring a positive experience throughout all stages of the member journey.
Act as the primary point of resolution for member feedback, leveraging NPS data to identify trends, solve complex escalations with empathy and accountability, and implement proactive service improvements.
Support the Community Team in execution of a curated community event strategy that fosters professional networking and member connections, directly impacting member retention and satisfaction metrics.
Support the Community desk schedule as needed, ensuring there is consistent coverage during business hours.
Serve as the on-site Lead owning the operation excellence and standards of your building, identifying and implementing improvements that enhance the space on a daily basis.
Ensure timely resolution, clear communication, and consistent execution on all service requests, monthly move-in/ move-out processes, and maintenance work orders, partnering with internal and external stakeholders.
Partner with our Security team to be the on-site representative for all safety and security protocols and ensure the building remains compliant with global health and safety standards.
Manage the location’s controllable operating costs, while delivering a premium experience for our members.
Partner with the Leasing team to lead high-impact tours for prospective members, sharing benefits tailored to their unique business needs to capture new revenue and drive building occupancy.
Drive building financial success by proactively pursuing revenue growth opportunities, such as ancillary service sales and membership upgrades.
Collaborate with members to pinpoint renewal and expansion possibilities through the use of data-informed analytics.