Job Description

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 Role
The Operations Director will be responsible for the ownership and management of operational standards and KPIs. You will have a proactive approach to Operational Standards, Safety, Communication and Cost Management. Above all, you will have an unwavering focus on excellence in operational standards, driving delivery of gold standard service via our internal facilities team and external vendors.
Responsibilities:
Reactive & Preventative ExpectationsTo take full ownership for the management and execution of the reactive tickets issued for each building. To ensure the reactive tickets are managed with the appropriate levels of urgency. To review and manage the PPM process, ensuring all legal compliance is being achieved, and the document management policy is adhered to. Provide a world-class level of support for the Community Management Team, responding to their requests in a structured and supportive manner. Ensure all works carried out are completed in a safe and controlled manner, adhering with legislation. Lead the management of the service contractors and agreed SLAs.

Proactive & Small Works ExpectationsWork closely with the Community Teams in each building taking a proactive approach to resolving trending / common issues. Ensure the budgets for small works are closely managed and each project is delivered in line with the assigned project and time scales. Work closely with the Finance team to ensure accurate budgeting and forecasting. Ensure all small works and projects are completed in a safe and controlled manner. Ensure there are clear lines of communication with the Community Managers relating to building operational performance.

Operational ExpectationsBe the catalyst of operational excellence in the territory, driving operational satisfaction scores to new heights and leading the industry in terms of service delivery standards. Support the CM team with management of operations, help monitor the building standards and ensure there is a continuous feedback process to drive Operational standards. Ensure the member experience across the division is in line with expectations i.e. everything in good working order, facilities are clean and safe. Review Operational procedures and ensure the teams are working as efficiently as possible. Where required support with the creation and roll out of Operational standards. Ensure the safety and legal compliance associated with each facility is being achieved. Provide continuous feedback on best practice and safe working systems within the division. Ensure all building audits covering cleaning, maintenance standards and safety, are completed in line with the equality assurance policy. Support the CM team when dealing with the Landlords and any related projects. Take ownership for driving H&S compliance in the territory.

New Buildings and RefurbishmentsWork closely with the GM & Development teams to ensure smooth handover processes before and after large project works. Work closely with the project team to ensure the safety related tasks and processes are in place at the time of hand over. Support the snagging process and ensure all snags are captured and escalated in the correct manner.

Budgetary ExpectationsClosely manage and control the territory budgets and day to day costs for facilities related line items. Provide a detailed monthly review of each months spend by category (cleaning, maintenance, utilities) Use analysis and building knowledge to drive optimum scheduling for outsourced contractors. Own the budgeting / forecasting the annual Utilities budgets for, Electric, Gas, Water and Landlord supplied services.

People & Development ExpectationsTake a proactive approach towards your own development in line with legislation and operational best practice. Ensure your direct reports are being managed and supported in a manner that focuses on continuous development and improved performance. Work closely with your direct reports to ensure the WeWork values are alive and kicking. Conduct regular 1-1s, along with monthly / quarterly feedback reviews. Ensure when vacancies occur the interview process is followed and you take ownership of the recruitment of any candidates.

Qualifications/ Experience GuidelinesA FM or technical qualification to a minimum of City & Guilds Level 3 or 3 years' experience managing technical contractors , support functions & senior teams. Safety Management qualification ideally to a minimum Nebosh General Certificate level. Proven track record of project management with the facilities industry, covering Operational projects along with Small works and Refurbishment projects. Ideally a project management qualification (Prince 2). A Solid understanding of Regional safety legislation and compliance law. Experience managing outsourced contractors covering the following operational tasks. + Cleaning
+ Preventative Maintenance
+ Safety compliance (fire alarms, water hygiene, lifts, fire extinguishers, F&B etc).
+ Small works & projects
A proven track record of budget forecasting, management and real time cost tracking / control. You will have experience of leadership or management in a busy, fast paced environment, ensuring you can not only support your team but also ensure the business needs are met. Must be able to communicate and set clear expectations, ranging from the management of outsourced contractors up to board level.

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.