About Us
At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work.
About the Opportunity
Responsible for Service Delivery of a cluster of buildings across markets in Melbourne and Brisbane, driving significant operational impact. Within their designated markets, they are accountable for overseeing third-party vendors in Cleaning and Facilities, Energy and Sustainability, and Capital Improvements, diligently monitoring operational expenditure and outcomes. This role acts as the central point of contact for assigned buildings, vendors, and stakeholders, with a strong focus on cultivating positive member experiences and a customer-centric approach.
Travel within these markets is a key requirement.
Position Goals & Objectives:
- Member Experience NPS
- Repair and Maintenance and Cleaning MX Satisfaction scores
- Operational Expenditure within 1.5% of budget
- Quality control of daily operations
- 100% completion of WHS audits including completion of all actions identified
- A trusted advisor and core partner to internal stakeholders
- Illustrates WeWork core values and strive to achieve our mission
Responsibilities include but are not limited to:
Service Delivery
- Take full ownership of the day-to-day operational delivery of all facilities services across dedicated buildings, encompassing planned and reactive maintenance management, cleaning services, office supplies and consumables provision, and utilities management.
- Ensure all services are delivered to agreed-upon standards, within budget constraints, and in full compliance with relevant regulations and company policies.
- Proactively manage relationships and performance of vendors, ensuring adherence to service level agreements (SLAs) and maximising value for money
- Develop and implement proactive preventative maintenance schedules in line with global standards to minimise disruptions, extend asset lifecycles, and ensure operational continuity
- Act as the primary point of contact for facility-related issues and emergencies, ensuring timely and effective resolution with minimal impact on business operations
- Monitor and analyse utility consumption, identifying and implementing opportunities for energy efficiency, cost reduction, and sustainability improvements
- Ensure strict adherence to all health, safety, and environmental regulations promoting a safe and compliant working environment.
Financial Management:
- Develop and manage the annual operating budgets for all facilities services, ensuring cost-effectiveness and adherence to financial targets
- Rigorously track and report on expenditure for these buildings, proactively identifying and addressing any budget variances
- Oversee the processing of invoices and ensure timely payment of vendors for services within these buildings
- Contribute to the development of the overall national facilities budget as required
Breakfix Management:
- Manage and oversee break fix maintenance activities, ensuring timely and effective resolution of urgent issues
- Coordinate with vendors and internal teams to diagnose and repair equipment and building systems efficiently
- Track and report on break fix maintenance costs and identify trends to inform preventative maintenance strategies
- Ensure breakfix work is completed to a high standard and in compliance with safety regulations
- Collaborate with cross functional leads to identify improvement projects. Prioritise impact and strategically allocate budget accordingly.
Contract Management:
- Manage and administer contracts with external vendors providing facilities services ensuring compliance with agreed-upon terms and conditions
- Actively participate in the procurement process for new vendors within these markets, including defining scopes of work, evaluating bids, and negotiating favourable contract terms
- Continuously monitor vendor performance against contractual obligations for these buildings and proactively address any performance issues or discrepancies.
People Management:
- Influence and collaborate with cross functional leads to drive positive and cohesive relationships
Key Result Areas
- Provide superior service to community teams ultimately resulting to high member satisfaction through the NPS targets
- Ensure strong administrative governance of outsourced partners
- Enhance own professional and personal skills
- Complete assigned tasks on time and effectively
- Ensure WeWork’s core competencies are adhered to
About You
- Demonstrable experience operating workplaces with direct responsibility for facilities management, customer experience and/or building performance
- Strong organisational skills and attention to detail
- Strong written and verbal communication
- Preference to work in a team environment
- Ability to multitask and prioritise tasks effectively
- Problem-solving skills
- Customer service orientation
- Knowledge of facilities management practices and procedures
- Bachelor's degree in a relevant subject or equivalent combination of education and experience.
- Typically requires 5+ years of related experience.
Life at WeWork
Being a WeWorker is more than just a job. 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. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here 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. In return, you will be part of a team where your unique perspectives are celebrated.
