Job Description

Role Overview As the Product Manager - Physical Spaces & Service Experience , you will lead the conceptualization and continual improvement of our on-site member journey. You ll collaborate cross-functionally with Operations, Community Management, Design, and Marketing teams to integrate service touchpoints into our physical environments and most importantly, establish a playbook that standardizes best practices, culture-building initiatives, and consistent service delivery across all locations. Key Responsibilities: 1. Product Strategy & Vision Define a clear vision for the coworking experience, blending physical design elements with outstanding service quality. Align product goals with the broader organizational strategy to create a competitive, community-oriented brand identity. 2. Experience Playbook Creation Develop and maintain a comprehensive Experience Playbook that outlines core values, design guidelines, service standards, and operational procedures. Ensure every team member and vendor understands and embraces these guidelines, fostering a cohesive and consistent culture. 3. Physical & Service Design Collaborate with architects and interior designers on space layouts to ensure efficient workflows, intuitive navigation, and brand-consistent aesthetics. Create service touchpoints (reception greetings, staff engagements, event flow, amenity usage) that amplify user satisfaction and community building. 4. Customer Journey Mapping Map every step of the member lifecycle, from initial tours to ongoing community events, capturing key pain points and opportunities for delight. Regularly refine and update journey maps using member feedback, market trends, and operational insights. 5. Service Quality & Operational Excellence Define and uphold service standards and SOPs that align with the Experience Playbook , ensuring consistency across all sites. Collaborate with Operations and Community Managers to train and empower front-line staff receptionists, support teams, event coordinators to deliver friendly, knowledgeable, and culturally aligned service. 6. Cross-functional Collaboration Work closely with Marketing to ensure brand messaging is seamlessly integrated into offline experiences and events. Partner with the Digital Product Manager to create a unified online-offline journey (e.g., booking platforms, digital access, member communications). 7. Project Management & Execution Oversee the rollout of physical product enhancements and service initiatives, from conceptual design through to completion. Manage timelines, budgets, and vendor relationships to ensure high-quality, on-time, and within-budget project execution. 8. User Research & Feedback Conduct on-site observations, member interviews, and surveys to gather real-time feedback. Utilize both quantitative and qualitative data to iterate on space layouts, service offerings, and community initiatives. 9. Performance Metrics & Continuous Improvement Define and track KPIs (e.g., member satisfaction scores, Net Promoter Score, space utilization rates, event attendance, service response time). Drive a culture of continuous improvement by updating the Experience Playbook with new insights, best practices, and evolving trends. 10. Innovation & Thought Leadership Stay abreast of developments in hospitality, coworking, and retail to integrate fresh ideas and cutting-edge service concepts. Advocate for innovative features like specialized event programming, well-being areas, or sustainability initiatives that strengthen our unique coworking proposition. Qualifications & Requirements : Educational Background Bachelor s degree in Business, Hospitality, Design, Engineering, or a related field. An MBA or relevant postgraduate degree is a plus. Professional Experience 5+ years in product management, service design, or customer experience roles focusing on physical environments (coworking, hospitality, retail, wellness, etc.). D emonstrated success in bridging physical design and service-oriented processes, ideally supported by a playbook or SOP-based approach. Core Competencies Strong knowledge of user-centric service design, customer journey mapping, and operational workflows. Excellent communication and leadership skills capable of influencing teams, partners, and stakeholders. Expertise in project management, including budgeting, scheduling, and vendor coordination. Soft Skills People-focused mindset, driven to cultivate memorable, culturally rich experiences. Adaptable and proactive, thriving in a fast-paced environment with shifting priorities. Analytical, detail-oriented, and collaborative, balancing creativity with operational execution.