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 Support Manager based in Chicago to lead a global Support Team. The ideal candidate will be responsible for leading, coaching, and holding a team of support 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 region.
Responsibilities:
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
Experience and Requirements:
10+ years of customer services or 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 a mastery of industry standards used to measure, drive, and develop support teams.
You understand the framework and practices of Agile software development
You are willing to travel and spend periods of time on-site with your regional team
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 diverse 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, 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.
WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.
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We are an equal opportunity employer and value diversity in 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.
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