Member Experience Standards & Quality Assurance Senior Lead in London

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

As our Standards & Quality Assurance Senior Lead, you will be the primary owner of operational excellence, quality assurance, standards, consistency across the organization. In this critical, cross-functional role, you will be responsible for updating the core standard documentation that underpin our service delivery and managing the audit program across: Community, Operations, Security, Enterprise Operations & Member Experience. Your strategic focus will be on transforming insights into tangible, data-driven improvements. You will lead the design and implementation of the global Quality Assurance program, partnering closely with Functional Leaders and the Data team to ensure standards are clear, adopted, and continually optimized to drive superior business performance and a flawless member experience. Success in this role will be measured by key quality metrics, including audit completion rates, action plan adherence, dashboard data accuracy, and the overall adoption and maintenance of global operational standards.

Role Responsibilities:

• Manage and drive the global Quality Assurance program, including the strategic planning, scheduling, and revision of operational audits across various functions and regions.
• Leading the end-to-end process for updating, maintaining, and communicating operational standards, policies, and best practices to ensure they remain relevant and actionable.
• Partners with the Data team to continually improve the operational audit dashboard, enhancing data visualization, accessibility, and utility for functional stakeholders.
• Ensure all critical training and resource materials (e.g., Connect content) related to standards, audits, and quality assurance are current, accurate, and easily accessible.
• Design and host high-impact functional training sessions focused on new audit methodologies, key dashboard features, and best practices.
• Drive the timely completion of all audits and ensure robust tracking and execution of resulting corrective action plans across the business.
• Create and deliver compelling monthly and quarterly performance reports, synthesizing key audit findings, quality assurance metrics, and improvement recommendations for Executive-level reporting and wider business visibility.
• Support Operations-focused change management initiatives, acting as the standards expert to ensure all organizational changes maintain alignment with established quality benchmarks and operational policy.
• Develop strong working relationships with Functional leadership to embed a culture of quality, collaboration, and continuous improvement.

Critical Competencies and Skills for Success:

• Experience in driving Operational Excellence on a scalable level.
• Exceptional attention to detail and a commitment to precision in documentation, process design, and performance reporting.
• Deep operational mindset and proven ability to translate abstract standards into practical, executable processes for frontline teams.
• Demonstrable record of driving excellence and accountability through programmatic management and effective stakeholder engagement.
• Highly organized and proactive approach, with the ability to manage multiple complex initiatives simultaneously and autonomously.
• Strong data literacy, with proven experience in defining reporting requirements and partnering with technical teams to enhance data/audit visualization platforms (dashboards).
• Confident and engaging communication, presentation, and training skills, with the ability to effectively deliver complex information to diverse audiences.
• Experience supporting organizational change management to ensure new processes are successfully implemented and standards are met.

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 team, 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.