Community Lead (Managed Office)

WeWork India; Pune District; Presencial; INR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

WeWork India is seeking a Lead for Managed Offices to own the end-to-end client, operational and commercial experience for a portfolio of Managed Office clients in Pune. Lead onboarding, handovers, and drive workplace experience while identifying revenue opportunities and ensuring compliance and financial standards are met.

You will collaborate with Sales, Projects, Operations, Finance, and Community teams, providing leadership to the Community Manager / MO POD and guiding cross-functional

Formación

• Bachelor’s degree in hospitality, business administration, marketing, operations, or a related field.
• 5–8+ years of experience in hospitality, co-working, managed offices, workplace experience, operations, account management or customer-facing roles; experience leading teams or portfolios is preferred.
• Strong client management, stakeholder management and commercial acumen.
• Demonstrated ability to manage cross-functional projects, operational escalations and complex client requirements.
• Strong understanding of P&L, billing, budgeting, revenue generation and business performance.
• Excellent verbal and written communication, presentation and negotiation skills.
• Strong analytical, organisational and problem-solving abilities with attention to detail.
• Proficient in digital tools for ticketing, reporting, dashboards, communication and business reviews.
• A proactive, accountable and collaborative leader who can balance customer experience, operational excellence, people leadership and business outcomes. A passion for workplace experience, community.

Responsabilidades

• Onboarding & Transition Leadership: Own onboarding and transition from pre-move-in to handover; ensure 100% completion of the Building Opening Checklist.
• Account Management & Member Experience: Maintain relationships with client SPOCs, drive workplace experience and quarterly engagement activities; target high MO NPS.
• Operations, Compliance & Service Delivery: Keep spaces operational, manage dashboards, tickets, audits, and escalation mechanisms across teams.
• Revenue & Commercial Management: Own upsell opportunities, position Workplace Experience services, manage billing and P&L for the portfolio.
• Team Leadership & Capability Building: Lead and develop the MO Community/CM POD; drive learning and growth planning.
• Innovation, Workplace Experience & Strategic Initiatives: Drive ROE/SOP improvements, develop events capability, explore CXO networking opportunities.
• Communication, Reporting & Stakeholder Management: Provide portfolio updates; ensure escalations and actions are tracked and communicated.

Conocimientos

Client management

Stakeholder management

Commercial acumen

Cross-functional leadership

Verbal & written communication

Analytical thinking

Problem solving

Leadership

Educación

Bachelor’s degree in hospitality, business administration, marketing, operations, or related field

Descripción del empleo

About us

Launched in 2017, WeWork India is one of India’s leading premium flexible workspace operators - GPTW certified (Nov 2024 – Nov 2025, Dec 2025 – Dec 2026). WeWork India has been the largest operator by total revenue for the past three fiscal years. Since its inception, WeWork India has expanded across 8 cities in Chennai, New Delhi, Gurugram, Noida, Mumbai, Bengaluru, Pune, and Hyderabad, with 76 operational centres spanning 8.2 million square feet (as of December 2025).

WeWork India has played a significant role in the growth of the flexible workspace sector and contributed to the evolution of its products and services, providing customized and curated solutions for various office space needs.

For more information, please visit our website.

About Job

As a Lead for our Managed Offices, you will own the end-to-end client, operational and commercial experience for a portfolio of Managed Office clients. You will lead seamless onboarding and operational handovers, strengthen client and member relationships, drive workplace experience and engagement, identify revenue opportunities, and ensure operational, financial and compliance standards are met.

This role works closely with Sales, Projects, Operations, Client Solutions, Finance, Community and Events teams, and provides leadership to the Community Manager / MO POD where applicable, ensuring consistent delivery and continuous improvement across the portfolio.

Skills & Qualification

• Bachelor’s degree in hospitality, business administration, marketing, operations, or a related field.
• 5–8+ years of experience in hospitality, co-working, managed offices, workplace experience, operations, account management or customer-facing roles; experience leading teams or portfolios is preferred.
• Strong client management, stakeholder management and commercial acumen.
• Demonstrated ability to manage cross-functional projects, operational escalations and complex client requirements.
• Strong understanding of P&L, billing, budgeting, revenue generation and business performance.
• Excellent verbal and written communication, presentation and negotiation skills.
• Strong analytical, organisational and problem-solving abilities with attention to detail.
• Proficient in digital tools for ticketing, reporting, dashboards, communication and business reviews.
• A proactive, accountable and collaborative leader who can balance customer experience, operational excellence, people leadership and business outcomes. A passion for workplace experience, community.

Responsibilities

1. Onboarding & Transition Leadership

• Own the Managed Office onboarding and transition experience from pre-move-in through operational handover.
• Drive cross-functional coordination with Sales, Projects and Operations to ensure a seamless client handover and readiness.
• Ensure 100% completion of the Building Opening Checklist within stipulated timelines.
• Coordinate with Operations and Client Solutions teams to identify, track and close post-move-in snags within agreed timelines, including closure of critical snags within 60 days.
• Use move‑in feedback and internal stakeholder feedback to improve onboarding and handover processes.

2. Account Management & Member Experience

• Own relationships with client SPOCs and key stakeholders, acting as the escalation point for Managed Office accounts.
• Drive exceptional day‑to‑day workplace experience while balancing member experience and facilities management.
• Plan and execute quarterly engagement activities for all Managed Office clients and measure outcomes through client/member feedback.
• Drive an average MO NPS of 75 or above across the portfolio.
• Conduct quarterly community and operations audits for Managed Offices and PCI, maintaining a minimum compliance score of 90%.
• Proactively identify service gaps, trends and opportunities to improve client satisfaction and retention.

3. Operations, Compliance & Service Delivery

• Ensure spaces remain operationally ready, well maintained and aligned to WeWork standards through structured reviews and audits.
• Own operational dashboards, ticketing, issue resolution, walkthroughs, audits and service reviews for the portfolio.
• Establish clear ownership and escalation mechanisms across Community, Operations, Projects, Finance and other internal teams.
• Ensure timely closure and communication of operational issues and client commitments.
• Drive standardisation and continuous improvement of operating processes, ROEs and SOPs.

4. Revenue & Commercial Management

• Own upsell and additional revenue opportunities across events, F&B, community support, technology, parking, customisation and other services.
• Ensure Workplace Experience services are positioned and pitched to all relevant clients.
• Partner with Sales and internal teams to convert client needs into value-added solutions and commercial opportunities.
• Own billing, P&L and topline audit management for the Managed Office portfolio, including invoice review, budget finalisation and post‑sales P&L management.
• Work in tandem with the BOB owner from the MO/GCC teams to ensure financial accuracy, visibility and performance.

5. Team Leadership & Capability Building

• Lead, coach and develop the MO Community / CM POD, including hiring, role design, performance management and growth planning for client‑billed headcount.
• Drive team engagement and wellbeing, with a focus on building a high‑performing and collaborative culture.
• Own team learning and development through LMS completion, endorsements, training and a quarterly L&D calendar.
• Conduct quarterly IDP progress checks and reporting for the team.
• Build capability within the team to independently manage client relationships, workplace experience, events and operational delivery.

6. Innovation, Workplace Experience & Strategic Initiatives

• Drive continuous improvement through ROE/SOP 2.0 and other process innovation initiatives.
• Create and develop an Event Management capability/wing to enable the team to drive events independently.
• Explore CXO/networking opportunities that strengthen client relationships and workplace experience.
• Develop PR-as-a-service opportunities, including media time, interviews and podcasts, where relevant to clients and the business.
• Use client and operational insights to identify scalable solutions that improve experience and contribute to the bottom line.

7. Communication, Reporting & Stakeholder Management

• Provide structured portfolio updates covering client experience, operations, revenue, P&L, risks, compliance and key actions.
• Maintain strong communication across Sales, Projects, Operations,
• Client Solutions, Finance, Community and Events teams.
• Present business reviews and insights to senior stakeholders and clients as required.
• Ensure timely escalation of risks, service issues and commercial opportunities.

Equal Opportunity Employer

WeWork India is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that you’ll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.