Facilities Senior Lead

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 Real Estate Operations and Workplace Standards across a cluster of buildings in Melbourne and Brisbane, driving exceptional member experience and daily operational excellence. Within their designated markets, this role is accountable for managing outsourced soft services and workplace partners - primarily Cleaning, Waste, Consumables, and General Facilities Maintenance - while diligently monitoring operational expenditure and service outcomes. Acting as the operational bridge between Community teams, outsourced service partners, and building landlords, this role ensures our spaces remain vibrant, pristine, and fully functional.

Travel within these markets is a key requirement.

(Note: Technical engineering or trade qualifications are not required; this is an operational, vendor-facing, and workplace service role).

Position Goals & Objectives:

• Member Experience NPS
• Cleaning, Presentation, and Workplace Maintenance Satisfaction scores
• Operational Expenditure within 1.5% of budget
• Quality control of daily workplace presentation and soft services delivery
• 100% completion of WHS audits, hazard walks, and prompt closure of identified actions
• A trusted operational partner to on-site Community teams and key stakeholders
• Illustrates WeWork core values and strives to achieve our mission

Responsibilities include but are not limited to:

Service Delivery & Workplace Presentation:

• Take full ownership of the day-to-day operational delivery of all workplace soft services across dedicated buildings, with a primary focus on cleaning standards, hygiene, waste management, consumables, and general facilities upkeep.
• Partner closely with Community teams to conduct regular floor audits, ensuring all member areas, lounges, meeting rooms, and amenities are impeccably presented and fully operational.
• Ensure all services are delivered to agreed-upon brand standards, within budget constraints, and in compliance with company policies and local WHS regulations.
• Proactively manage relationships and day-to-day performance of outsourced soft service vendors, holding partners accountable to agreed service level agreements (SLAs).
• Coordinate routine workplace servicing schedules with external contractors and building management to minimise disruption to daily member operations.
• Ensure strict adherence to health, safety, and environmental standards, promoting a safe, welcoming, and compliant working environment for members and staff.

Financial Management:

• Manage the annual operating budgets for soft services and general workplace maintenance, ensuring cost-effectiveness and adherence to financial targets.
• Rigorously track and report on expenditure across assigned buildings, proactively identifying and addressing budget variances.
• Oversee the timely raising of purchase orders, invoice verification, and payment processing for local service vendors.
• Collaborate with national operations leadership on regional budget planning and cost-optimisation initiatives.

Workplace Upkeep & Issue Resolution:

• Oversee the prompt triage, coordination, and resolution of member-reported facilities tickets and daily workplace maintenance requests.
• Act as the central liaison between Community teams, landlord facilities managers, and third-party trade contractors to ensure quick turnaround on general repairs (fixtures, fittings, furniture, minor cosmetics).
• Supervise on-site contractors during servicing and repairs, ensuring high standards of workmanship, safety, and cleanliness.
• Track reactive maintenance trends to identify recurring issues, escalating base-building or landlord defects as required.

Vendor & Contract Management:

• Manage day-to-day relationships with outsourced service providers, conducting regular operational reviews with cleaning and maintenance partners.
• Support the procurement and onboarding of local service contractors, assisting with scope definition, tender evaluations, and service transitions.
• Continuously monitor partner KPIs and audit daily service logs, proactively resolving performance gaps or service inconsistencies.

People & Stakeholder Collaboration:

• Work in lockstep with Community Managers and cross-functional teams to align workplace operations with community events and high-impact member needs.
• Build positive, collaborative working relationships with base-building landlords, facilities managers, and external service personnel.

Key Result Areas

• Deliver superior workplace presentation and soft services support, directly driving high member satisfaction and NPS targets.
• Maintain rigorous administrative and operational governance over outsourced cleaning and facilities partners.
• Drive rapid, high-quality resolution of member-facing operational and maintenance tickets.
• Complete assigned audits, tasks, and budget reviews on time and within scope.
• Embody WeWork’s values through a proactive, customer-centric, and hospitality-first mindset.

About You

• Demonstrable experience in Workplace Facilities Management, Soft Services Operations, Coworking, or Premium Commercial Hospitality.
• Proven track record managing third-party service contractors, with deep familiarity in commercial cleaning standards, consumables replenishment, and contractor supervision.
• Strong customer-service orientation and a natural ability to partner with front-of-house, member-facing, or community teams.
• Solid foundational understanding of commercial facilities processes, contractor inductions, and WHS hazard management (technical trade or engineering background is not required).
• Strong organizational, multitasking, and problem-solving skills with high attention to detail.
• Clear, professional written and verbal communication skills.
• Experience administering operational budgets, work orders, and invoice approvals.
• Relevant vocational/tertiary qualifications in business, hospitality, or facilities management, or equivalent practical industry experience (typically 3–5+ years in workplace or soft services operations).

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 ourEmployee 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.