What are the responsibilities and job description for the Manager, Product & Escalations position at WeWork?
About Us
At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.
About The Opportunity
WeWork is currently seeking a Manager based in NYC to lead a Product & Escalations Team. The ideal candidate will be responsible for leading, coaching, and holding a team of analyst agents accountable. This role requires someone with experience to help drive new initiatives and create a harmonious infrastructure that is both global and local. The ideal candidate will both be self-motivated and able to listen to constructive feedback, willing to adapt in a fast-moving environment, and drive metrics. This person will take responsibility for the overall performance of a team and global metrics.
Key Requirements
Build Effective Teams: Ability to build trust, inspire, and drive teams to collaborate and execute individual and team goals. Able to effectively lead and produce results remotely. Celebrates successes and builds strong team morale in the process. Can adapt and motivate teams from all backgrounds, and is skilled in leveraging personal passions to drive developmental and business goals
Strategic Agility: Ability to create and execute strategic action plans that drive organizational and company-wide focuses within a given region. Measures performance against goals, and evaluates how results impact the team and business. Ability to see around corners, embrace ambiguity and prepare your team to shift focus and priorities without hesitation
Hiring and Staffing: Has a track record of consistently hiring quality candidates that are optimistic, hard-working, forward-thinking, agile, and perform at a high-level. Is experienced in collaborating with talent and recruitment teams on staffing milestones and logistics. Has created and leveraged to utilization reports and other necessary reporting to accurately plan for current and future hiring needs
Drive for Results: Leverages high business acumen and interpersonal skills to assess team’s strengths and opportunities. Sets clear objectives and measures, monitors process, progress, and results. Is steadfast, is able to create an environment of healthy competition that inspires and drives business initiatives
Comfortable with Conflict: Able to engage in positive conflict and hold the team accountable to behavioral standards. Can quickly find common ground, solve problems for the good of all, and drive most issues to closure with minimum noise. Can present solutions to upper management without tension and nervousness
Building Partnerships: Builds and maintains relationships with department leaders to improve support processes and product offerings. Is viewed as a resource for wisdom and guidance by teammates. Has a high EQ and is a natural teacher/coach
Decision Quality - Historically has shown to be fair, accurate, and effective in decision quality. Decisions are based on deep analysis, experience, human empathy, and positive intent.
Confronting Direct Reports: Resolves issues with direct reports adequately and in an efficient manner. Proactively isolates issues prior to happening, and does not allow existing issues to negatively impact the greater team. Is experienced in having a necessary dialog and making unpopular decisions that hold others accountable
Developing Direct Reports: Is intuitive and possesses strong interpersonal skills that enable collaborative dialog during regular performance reviews and developmental discussions. Is aware of what individual and team aspirations are. Works with team members to create and execute robust developmental action plans that complement both business and personal goals. Coaches direct reports to adapt and pivot when developmental challenges or change arise
Organizational Agility: Familiar with how large scale organizations work, and skilled in accomplishing goals through formal and informal channels. Understands and is fluent with the source and “why” behind company-wide policies, procedures, and general best practices. Is able to adhere to a vast array of organizational cultures and audiences
Who you are…
You have 6 years of technology support
You are a leader - you have experience working with and leading highly technical individuals
You have excellent communication skills – verbal and written with local language if necessary
You are a problem solver - able to effectively leverage your team to identify issues and provide solutions by delegation
You are tech-savvy - you have a knack for learning and understanding the complex relationships between systems and processes
You have experience with Support, Change, and Incident Management
You understand Knowledge Management concepts and its importance to a business
You have a mastery of industry standards used to measure, drive, and develop support teams
You understand the framework and practices of Agile software development and ITIL standards
You are willing to travel and spend periods of time on-site with your regional team
Life at WeWork
Just as we empower our community, we believe in empowering our team to create their own life’s work. We move fast and challenge each other, but we always make sure we look out for one another. Our culture and values are what make working here rewarding.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Learn more about diversity at WeWork here.
As part of our commitment to health and safety, WeWork -- like a growing number of employers -- is requiring all U.S. employees to be fully vaccinated for COVID-19 as a condition of employment, absent a legal exception for reasonable accommodation. We provide unvaccinated new hires a 45-day grace period after their start date to get fully vaccinated or, if eligible, obtain a reasonable accommodation. If you believe that a legal exception may apply to you, please still apply for any role(s) you are interested in and, if you are hired, you will receive instructions on how to request a reasonable accommodation after your start date. Please note that roles that require in-person work -- currently, within our Community (excluding Member Experience), Facilities Management (including Security), Sales (excluding Sales Ops), and Member Technology teams -- will not be eligible for work-from-home as an accommodation because it poses an undue hardship on our business.
