WorkPlace Production Manager

Convene is an Equal Employment Opportunity Employer and we believe that diverse teams are the best teams. We live our values of GRIT (Genuine, Relentless, Integrity & Teamwork) and strive to create an inclusive and equitable workplace where everyone can be their true selves, where we all show up for each other. In line with our goal to be 1% better every day, we are committed to listening, learning, growing and improving. We welcome applicants from all backgrounds, experiences, abilities and perspectives to join us on this journey.

We’re seeking a WorkPlace Production Manager to join our team. The WorkPlace Production Manager will report directly to the Senior WorkPlace Production Manager.

What You’ll Do:

The WorkPlace Production Manager will serve as the main point of contact for WorkSuite accounts & WorkPlace members and lead clients through the customer life cycle. In this role, you will:

• Have a thorough understanding of the company's products and services to effectively guide and support customers. 
• Coordinate onboarding and move-in of new WorkSuite clients.
• Host onboarding call.
• Coordinate Tech Package, Room Set & other move-in details with the property team.
• Confirm preferred layout for WorkSuites based on client requirements & following safety guidelines.
• Coordinate with property team & confirm proper set up of the WorkSuite prior to day 1.
• Upsell and coordinate execution of any WorkSuite enhancements & customizations.
• Resolve billing and account issues or requests for WorkSuite customers.
• Serve as a point of escalation for repeat/unresolved issues impacting WorkSuite clients.
• Support renewal conversations with the Sales team as needed.
• Manage the life cycle of our WorkPlace Members (WorkSuite and Community).
  • Onboard new members and educate them on the services available.
  • Introduce on-site team & explain their roles to members.
• Manage offboarding/move-out of WorkSuite customers.
  • Confirm move-out requirements with client.
  • Dictate timeline and coordinate move-out with property team.
  • Bill any final move-out charges & coordinate service retainer refund with AR and AP.
• Implement and maintain systems for members (ConveneOS, portal, badge printing, etc.), making requested changes and providing support as needed.
• Maintain membership account data including building out & updating member profiles in Nexudus as necessary.
• Resolve member billing, system, and infrastructure issues & requests reported via Jira.
• Ensure any expiring members are removed from all system access and offboarded successfully.
• Build and maintain relationships with other departments & stakeholders including but not limited to Sales, IT, AR, AP, Operations to ensure alignment, efficiency and maintain client satisfaction.

Programming & Partnerships

• Coordinate with onsite staff to execute community programs and engagement strategies
• Ideate, source, negotiate and execute local partnerships and amenity offerings that align with company brand standards and member preferences.
• Liaise with the Director of Culinary/Area Chefs to build cost effective and thoughtful culinary experiences for members.

Member Communications 

• Draft and deploy local operations-related notifications.
• Educate members of any new WorkPlace features, policies and procedures.
• Create WorkPlace member newsletter.

What We Look For: 

Experience:

• 2 years of experience in account management, hospitality, coworking space, operations, or customer success.
• Experience managing client relationships and escalations.
• Experience with space planning, room layouts, or floor plan design for office environments, hospitality, or coworking spaces.

Skills & Competencies:

• Strong project management and organizational skills, with the ability to manage multiple client needs and deadlines.
• Excellent communication skills, verbal and written, with experience in client-facing roles.
• Ability to problem-solve and resolve operational or billing issues efficiently.
• Comfortable working cross-functionally with departments like Sales, IT, Finance, and Property Operations.
• Detail-oriented with the ability to maintain accurate account records in systems like Nexudus, Salesforce, Jira, etc.
• Proficiency in Microsoft Office, Google Suite, and CRM software (Salesforce preferred but not required).

Attributes:

• Customer-focused mindset with a strong ability to build long-term client relationships.
• Adaptable and able to thrive in a fast-paced, evolving environment.
• A proactive, solution-oriented approach to managing member and client needs.

Compensation:

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Base Salary:

Salary Min: $75,000  Salary Max: $90,000

This role is also eligible for Convene's annual incentive performance bonus plan.

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. 

Who We Are:

Convene is a global hospitality company that manages a growing portfolio of lifestyle brands focused on revolutionizing the way people meet, work, and gather. It creates hospitality-driven experiences and uniquely designed destinations across its various brands with the singular mission of fostering human-to-human connection.The Convene portfolio comprises Convene, etc.venues by Convene, and Convene Signature, offering clients multiple products including event venues, meeting rooms, flexible office spaces, and building amenity centers. With hospitality at its core, each brand and product offers on-site culinary, in-room A/V, production services, and dedicated hospitality staffing resources.As the largest single provider of dedicated meeting and event venues in the U.S. and UK, and with a growing footprint of flexible office space, the Convene portfolio has a network of nearly 40 locations across nine global cities.
Learn more at https://convene.com/.

We’re Here For You: 

At Convene, you’ll receive:

Health and Wellness

• Excellent health coverage for you and your family starting day one
• 24/7 virtual care through Centivo Care
• Employee Assistance Program: emotional well-being and support for everyday life
• Fertility & family planning through Kindbody

Time Off and Work-Life Balance

• Generous paid time off plus time off for your birthday
• A Holiday closure each year to allow all employees to unplug and recharge
• Paid time off for new parents: maternity, paternity, adoption

Financial Support and Benefits

• 401K plan with company matching
• Financial support for education: for attending conferences, taking courses, or gaining certifications

Professional Development and Recognition

• Continuous professional and personal development support
• Employee recognition and reward programs to mark achievements and milestones

Community and Impact

• Opportunities to volunteer, donate, and participate in community give-back initiatives
• The opportunity to have a significant impact on your team and the business in the work that you do

 

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