Coworking Community Manager

What does a career at Oxford mean?

A career at Oxford means becoming a part of a diverse group of remarkable professionals that work hard and play hard. We hire the best, train like crazy, and take care of our people like family. Our work style is collaborative, open, and welcoming of new ideas.

What we offer:

Oxford offers a competitive base salary and generous bonus structure. Full-time employees are eligible for our comprehensive health/dental/vision care coverage, short-term & long-term disability and life insurance, 401(k) plan with employer match, parental leave, generous paid time off, paid holidays, and on-site gym access.

Ready to make a change and join a dynamic team of dedicated and experienced professionals?

JOB SUMMARY:

The Coworking Community Manager is integral to ensuring maximized engagement and elevated member experience at Oxford’s BrightWorks coworking locations, as well as the overall success of the business. This role is responsible for making sure their team is fulfilling member needs in line with Oxford’s core company values and operating standards. Daily operations will entail recruiting membership, curating and overseeing coordination of member meetings and events, promoting business opportunities, and creating a welcoming environment for members and their guests. This position calls for an entrepreneurial spirit, flexibility and open-mindedness, social media and technological savvy, and a high level of organization, resourcefulness, and ability to pivot and reprioritize in the moment. The sales and leasing component will require someone with ambition who thrives on establishing, building, and maintaining relationships.

JOB DUTIES:

Core duties and responsibilities include the following. Other duties may be assigned.

Membership Engagement & Retention:

You will be entrusted to help create BrightWorks’ community culture – the core to the success of a coworking environment – by doing the following:

• Greet guests and serve as primary point of contact for home site; provide guidance, direction, recommendations, and additional information as needed; sign in visitors and enforce guest policies.
• Serve as a point of escalation for member concerns and follow up to ensure customer satisfaction; serve as a final decision maker for BrightWorks policies and procedures.
• Complete regularly scheduled check-ins with owned accounts to learn about their ongoing experience and help them maximize the value of their membership; address requests for extensions, transfers, move-outs...etc.; follow up with members and guests as needed based on feedback gathered.
• Learn the names of members and guests and keep note of personal details/preferences with the goal of building relationships; anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.
• Maintain an open line of communication with members by drafting and sending communications regarding new/existing/changing policies, procedures, and building issues.
• Ensure applicable forms for members and guests are kept up to date, including photo/video releases…etc.
• Establish and execute a system for tracking feedback from members and guests about their experience at BrightWorks, including work order tickets and Brightworks hosted events.
• Curate and maintain new member welcome materials; assist with member move-in/out and on/offboarding processes; conduct move-out interviews to gather comprehensive feedback.
  
  

Site Operations and Management

• Ensure that assigned site is fully operational and processes are running efficiently by performing regular walkthroughs; coordinate with IT, Maintenance & Repair, and HVAC Teams as needed.
• Coordinate with third party vendors as needed for additional support, other services, and follow up as needed for potential issues.
• Liaise with third party cleaning companies to ensure space is kept up to standards.
• Maintain general office organization and cleanliness for property appearance, ensuring that the space is inviting and productive.
• Monitor/order office and coffee bar supplies as needed.
• Monitor/adjust music levels and activations as appropriate.
• Receive, process, sort, distribute, and address incoming/outbound mail; investigate, escalate, and resolve ‘lost’ mail, packages, or orders.
• Assist with building/office access; track, audit, and organize keys distributed, collected, or lost to ensure safety and adequate stock inventory.
• Scanning, copying, faxing, data entry, and filing of documents and receipts.
• Provide input to and set monthly, quarterly, and yearly budgets; review monthly building budget and results comprehensively for optimization.
• Collect, review, and follow up for member and vendor billing in partnership with AP/AR teams.
  
  

Safety and Security:

• Serve as a safety contact for assigned site; maintain knowledge of updated Emergency Action Plans as well as working knowledge of onsite emergency equipment and exits.
• Create incident reports as necessary; respond appropriately and escalate any medical emergency (injury or illness) or other emergency situation or security alert.
  
  

Team Management

• Train, mentor, oversee, evaluate, and otherwise lead team members to execute company objectives and business goals effectively and efficiently.
• Be available to team members to support in day-to-day activities.
• Ensure adequate and consistent coverage at both BrightWorks sites, including traveling back and forth between locations to provide support if/when/where needed.
• Hold the team accountable for member retention, Net Promoter Scores, and overall member satisfaction by communicating to the team and driving the success of business updates, process changes, company initiatives, and goals.
• Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs.
  
  

Leasing/Sales:

• Lead tailored building site tours for prospective members.
• Own the full sales cycle for new and existing members of BrightWorks offices by fielding inbound leads, managing the existing pipeline, and creating demand through lead generation and prospecting and collaborating with internal partners.
• Utilize creative sales strategies to win business and ensure the successful placement of new members; structure deals to optimize sales outcomes in support of overall business objectives.
• Drive growth and promotion of service and amenity offerings to maximize membership engagement and retention to support site occupancy.
• Work with prospective members on all aspects of leasing activity, including lease paperwork and signing leases.
• Employ customer service and sales skills to secure lease renewals, additions, and/or upgrades.
• Work with and provide support to the Marketing Team as needed, including but not limited to advertising coworking space and events on social media, membership newsletter, and other local marketing avenues.
  
  

Events:

• Utilize Oxford’s preferred event & catering vendor list to assist with scheduling, coordination, and set-up of community building, social, and networking events for new and prospective tenants.
• Liaise and coordinate with Oxford’s preferred event & catering vendors to help with booking and arranging conference/event/venue spaces on the office grounds.
• Collaborate with the Marketing Team to create promotional materials for scheduled events; post and distribute finalized materials.
• Support administrative aspects of event logistics, including vendor onboarding and management, venue sourcing, contracts, supply ordering, and staffing.
• Gather, review, interpret and escalate feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact.
• Provide additional support to and from the Coworking Team as needed.
  
  

SUPERVISORY RESPONSIBILITIES:

This position will oversee the Business Office Manager, with the potential to oversee more team members at additional coworking sites based on future business growth and needs.

JOB REQUIREMENTS:

• 4+ years of combined experience in hospitality, office management, and/or commercial leasing; knowledge of and/or experience with co-working spaces a plus.
• Bachelor’s Degree in Business, Marketing, Hospitality, or other related degrees preferred but not required.
• Top-notch customer service and interpersonal skills; sales/networking experience a plus.
• Experience in effectively and successfully leading a team.
• Experience with social media marketing and/or function space management a plus.
• Strong ability to multitask with attention to detail and willingness to embrace wearing multiple hats.
• Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, compassion, and empathy.
• Proven initiative and drive to think and work proactively.
• Effective verbal and written communication skills; ability to correspond in a professional, businesslike manner and speak effectively before groups of customers and colleagues.
• Ability to read and interpret documents such as rules & regulations, lease paperwork, operating instructions, and procedure manuals; ability to write routine reports and correspondence.
• Strong organizational skills with the ability to prioritize tasks in an evolving and growing work environment.
• Ability to apply logical thinking to pinpoint problems, collect pertinent data, establish facts, draw valid conclusions, and initiate appropriate course of action.
• Valid driver’s license and automobile insurance coverage; ability to provide own transportation.
• Knowledge of or willingness to learn local restaurants, food delivery/catering options, team outing venues, post office, shipping centers, retailers…etc.
• Well-rounded computer skills; familiarity with Microsoft Office Suite; general technological savvy.
• Perform all job duties with a positive attitude.
  
  

PHYSICAL REQUIREMENTS & WORKING CONDITIONS:

Employee will be regularly required to sit, use hands to handle or feel, and talk or hear. Employee will be frequently required to ascend/descend multiple flights of stairs, reach with hands or arms, and occasionally navigate uneven terrain by foot. Employee is occasionally required to sit or stand; walk and stoop, kneel, crouch, or crawl. Employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and depth perception. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal working office conditions in an open setting. Noise level in this work environment is usually moderate.