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Business Operations Manager

hace 2 meses

Xico, México Wework A tiempo completo

About the Opportunity

We are seeking a highly skilled and experienced professional to join our team as a Business Operations Manager. As a key member of our Community team, you will be responsible for ensuring the highest level of member satisfaction and experience in our buildings.

Key Responsibilities

  • Assume ownership and manage the relationship with key accounts within the multiple buildings you oversee.
  • Ensure all accounts within your buildings have an assigned point of contact.
  • Meet with members to resolve issues, process member terminations, and other issues of complexity.
  • Monitor the Medallia escalation process to ensure alerts are being properly addressed.
  • Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
  • Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs.
  • Lead building site tours for VIPs as needed.
  • Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.
  • Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met.
  • Hold the team accountable for general operational policies and standards.
  • Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations.
  • Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.
  • Be accountable for building-level Opex in partnership with the Building Operations team.
  • Conduct tours of the space for potential new members while sharing benefits tailored to their needs.
  • Analyze cluster ancillary revenue data, drive initiatives to increase ancillary revenue in your cluster and partner with central teams on ancillary revenue driving projects (i.e. private events, partnerships, parking, etc).
  • Oversee Community responsibilities for Member companies in buildings where Community is not present which may include owning certain operational duties, liaising with Sales and Account Management, as well as supporting specific contractual agreements.

About You

We are looking for a highly motivated and experienced professional with a strong background in business operations, customer service, and team management. The ideal candidate will have:

  • 5+ years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience.
  • Customer service experience required.
  • 2+ years of management experience of leading a team made up of individual contributors.
  • Bachelor's Degree or equivalent experience preferred in Business, Marketing, Hospitality, or other related degrees.
  • Understanding and experience leading a team.
  • Strong verbal and written communication skills, project management, and business operations experience.
  • Like challenges, and embraces change in a fast-paced environment.
  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.

Life at WeWork

We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. We are a diverse community that embraces and inspires you—because together we can achieve more. We challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit.

WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.