Member Experience Program Manager

Job Description

Member Experience Program Manager

Can sit in NYC or SF

WeWork is looking for an all-around savvy hospitality /customer experience professional who is deeply in tune with member/guest/customer journey and has a passion for crafting the experience to match the brand promise. The person in this role will be focused on defining what hospitality and service delivery look like at WeWork and developing Community and member-centric programs to support the vision for US, Canada and Israel. The candidate has the experience necessary to create impactful service principles aimed at ensuring consistency in their delivery for member satisfaction and developing member loyalty to our product. This role will also oversee the development of recruitment policies and guidelines adherent to these standards, and manage the development of cross-functional service culture training to match the business needs. Reporting to the Director of Member Experience, this person is able to successfully function as a leader in an ever-changing, fast-paced environment with enthusiasm and a can-do attitude. An entrepreneurial spirit and strong work ethic is key in this position - WeWork is growing incredibly fast, allowing significant room for responsibility, development, and ongoing innovation. The role will be based in San Francisco, CA.

Responsibilities

Strategy

• Partner with Director of Member Experience to develop a unique vision for service culture and standards delivery at WeWork to scale consistently in an exceptional growth environment.
• Monitor key metrics of success using measurement tools to assess member experience and recommend solutions to drive enhancements and remedy defects.

Program Management

• Manage development and rollout of holistic hospitality program for US, Canada and Israel.
• Develop, pilot and roll out service and hospitality training and tools for Community and follow through on implementation and execution.
• Identify opportunities to develop high touch programs that elevate member experience and foster connection.
• Partner with Learning & Development to create the first ever service culture training for Community teams.
• Partner with Community Experience team to create and maintain a hospitality recognition program for Community teams.
• Collaborate with People Operations to ensure Community job descriptions and recruiting practices are aligned with hospitality expectations.

Communication

• Craft and deliver initiative-related communication to Community and executive stakeholders.
• Champion core standards across the region to create a consistent member experience.
• Represent the WeWork brand, mission and values and Community stories in the US, Canada and Israel region.

Project Management

• Plan and execute workshops and meetings region-wide for all necessary stakeholders.
• Develop standard operating procedures to support member experience standards.

Vendor management

• Manage relationship(s) and oversee Learning partner(s) progress on deliverables
• Support special projects and partnerships as needed.

Please note: this position will be based in our SF location and be responsible for US, Canada and Israel.

Qualifications

• Bachelor's degree or equivalent from a top university in Hospitality Management, Customer Service, Customer Experience, Business Management or related field
• Proven record of leading the design and development of member/customer centric service standards and guideline programs at regional or global scale in a corporate environment
• Independent self-starter with exceptional attention to detail and ability to organize and successfully project manage large cross-functional teams
• Fluency in navigating a fast-paced large-scale complex organization adapting to changes and being flexible working with various teams outside of organization
• Excellent strategic and critical thinking skills
• Excellent communication skills, both written and verbal, as well as interpersonal skills
• Influencing without authority managing relationships with cross functional stakeholders and vendors
• Works well with others and can build key relationships with a positive attitude and representation of the brand
• Excitement to join WeWork's growing team