Manager, Customization & Maintenance

Werqwise•San Francisco, CA

1d•$75,000 - $90,000

About The Position

This is a hands-on, player-coach role at the heart of the Werqwise experience. You are not a supervisor — you are an active contributor who also leads. First and foremost, this role is about driving the Werqwise Experience — rolling up your sleeves alongside your team to ensure projects are completed to the highest possible standards, delivering elevated customization options, and owning all communications with members relating to their office customization needs and maintenance issues. You will lead and work alongside the Customization & Maintenance team (3 direct reports), with day-to-day responsibility for all member customizations and facility maintenance across our portfolio. When the team needs an extra pair of hands — or a higher standard set by example — that’s you. You report to the COO.

Requirements

2+ years in a project lead or management role with direct responsibility for customization, fit-out or facilities maintenance.
Demonstrated experience managing projects end to end — scoping, budgeting, scheduling, delivery and close-out.
Comfortable being a working manager — you lead by doing and are as comfortable on the tools as you are in a team meeting.
Strong project management skills — detail-minded, deadline-driven, quality-focused.
Clear, professional communicator with members, team and leadership — written and verbal.
Financial literacy — comfortable with budgets, cost tracking and variance reporting.
Technology-forward — willing to learn and leverage MaintainX, Apiro, Rippling, Confluence and MS Office.

Nice To Haves

Background in coworking, hospitality, commercial real estate or a related member/client-facing environment strongly preferred.
A team builder who creates accountability, celebrates success and develops people.

Responsibilities

Own the end-to-end customization journey. From first conversation with the member through scoping, pricing, scheduling, execution and post-project sign-off — ensuring every project is delivered on time, within budget and to the highest possible standard without disrupting member experience.
Work with Apiro. Apiro is Werqwise’s proprietary modular system used to deliver certain member customizations. You will be fluent in how it works and how to deploy it effectively.
Maintain a portfolio of examples. Build and refresh a library of completed customizations that demonstrates the range and quality of what Werqwise can deliver — and use it to help members imagine what’s possible.
Upsell thoughtfully. Present customization options (acoustic upgrades, whiteboard panels, lighting, branding elements) that add genuine value for the member and the space.
Close the loop. Manage post-customization member surveys and act on feedback to continuously raise the bar.
Own the maintenance program. Run the planned and reactive maintenance schedule across all Werqwise locations — uptime, response times, supplies and budget.
Stay ahead of issues. Lead regular facility walkthroughs and quality checks. Invest in seasonal professional maintenance to protect member experience and asset quality. Where issues fall within building management responsibility, hold them accountable for resolution — escalating promptly and following through until fixed.
Keep equipment in order. Maintain a register of all hospitality equipment — coffee machines, brewers and others — with key contacts, serial numbers and warranty periods.
Manage MaintainX. MaintainX is our third-party ticketing and analytics platform. Operate a clear workflow so the wider team has full visibility of open jobs, SLAs and recurring issues. Use the analytics to spot trends and drive continuous improvement.
Office reinstatement. Work with the Member Experience team to ensure vacated offices are returned to sales-ready condition promptly.
Vendor relationships. Own relationships with key maintenance vendors.
Lead the team. You are a working manager. You set the standard by doing, not just directing — getting involved in projects, quality checks and member interactions alongside your team. Lead, schedule and develop 3 direct reports, creating accountability, celebrating success and investing in individual growth.
Manage performance. Conduct regular reviews, set clear expectations and create development plans. Run weekly team meetings with clear agendas.
Control the budget. Manage separate budgets for customizations and maintenance. Track all costs, report variances and ensure both programmes run at or under budget.
Own the reporting. Keep the Operations Board informed: work in progress, project costs, MaintainX analytics, KPI dashboards. No surprises.
Sourcing & vendors. Lead relationships with all key suppliers — negotiating terms, managing performance and building a preferred vendor panel for key categories. Identify and develop new suppliers where needed.
Process & documentation. Maintain project documentation, floor plans, equipment registers and process guides. Drive efficiency by keeping information accessible and up to date.
Get involved in the build. When the Construction team needs additional capacity on new location builds, you work alongside them on the tools — carrying out construction tasks directly, not just coordinating. You bring the same hands-on standard to new builds that you apply to customizations and maintenance every day.
Bridge construction and operations. As new locations approach opening, play a key role in the handover from construction to operations — ensuring spaces are finished to standard, equipment is commissioned and the location is ready for members from day one.