director

COLLABORATIVE WORKSPACE

TechTown is Detroit’s entrepreneurship hub. We’re a different kind of incubator and accelerator—perhaps the only one in the country offering a full suite of programs for both tech and neighborhood small businesses. We work with businesses at all stages, helping startup, emerging and established companies develop, launch and grow. Leveraging a strong network of community partners, we deliver support services at our Midtown hub and in neighborhoods throughout Detroit. At TechTown, we don't just accept difference; we value it and support it to create a culture of dignity and respect for our employees, clients and partners. We are proud to be an Equal Opportunity Employer.

Position Summary

TechTown seeks a dynamic, hyper-organized and customer-focused Director of Collaborative Workspace whowill ensure that all members of our TechTown on-site communities—our coworking members, our 50+ tenants, our conference room users and guests, and our event attendees—have the highest quality experience. A new position at the organization, the Director will set the tone for the TechTown’s commitment to hospitality, rooted in our organizational values of: authenticity, collaboration, excellence, inclusion, innovation, creativity and integrity. The ideal candidate should demonstrate a passion for and ability to deliver exemplary customer service; an interest in helping entrepreneurs, small businesses and nonprofits; and a desire to participate in Detroit’s revitalization.

Reporting to the Chief Strategy Officer, the Director will serve as the organizational lead for customer serviceand manage staff responsible for the customer experience in all current TechTown facilities: specifically at 440 Burroughs to includeour front desk, our Junction440 coworking space, and all meeting and event spaces in the building. The Director will also lead the expansion of our community experience staff to serve the new Center for Nonprofit Support located at 6568 Woodward Avenue; a floor in the Lear Innovation Center located at 119 State Street downtown; and several other possible locations being considered across Detroit.

Responsibilities

Leadership

  • Act as primary organizational lead for customer service; lead and manage the staff responsible for the customer service experience in all TechTown facilities.
  • Implement and maintain a system for ongoing training, check-ins and evaluation around customer experience delivery and actively support team development and growth.
  • Represent TechTown at local events and networking opportunities to assist in membership growth and keep a pulse on local flavor/desires/happenings.
  • Lead by example, demonstrating responsibility for all operational front-of-house elements large and small, from developing an annual tactical action plan for collaborative workspaces to taking out the trash.

Operations

  • Establish and monitor progress toward membership, tenancy and visitor goals, revenue, marketing metrics and other key performance indicators
  • Oversee operational aspects of all collaborative workspaces: Manage the P&L and budgets: membership growth, occupancy, revenue & margins.
  • Help scale the standards for excellence in operations and experience as we roll out to other physical locations around the City.
  • Collaborate with IT, network and other infrastructure functions, as necessary.

Customer Experience

  • Develop and continuously improve on customer service standards and delivery.
  • Nurture a growing network of members and the relationships necessary to support it.
  • Develop authentic familiarity with the members via events and personal interaction, exercising discretion and enabling connections where appropriate—showing interest in and understanding of member’s businesses.
  • Ensure members, tenants and guests have multiple and varied opportunities for feedback which is then used to improve upon their experience.

Marketing and Outreach

  • Curate the physical manifestation of experiencing our brand in all TechTown facilities: specifically at 440 Burroughs to include our front desk, our Junction440 coworking space, and all meeting and event spaces currently in the building. This will quickly expand to include the new Center for Nonprofit Support located at 6568 Woodward Avenue; a floor in the Lear Innovation Center located at 119 State Street downtown; and several other possible locations being considered.
  • Ensure that donor recognition opportunities are capitalized on, and properly contextualized, in all TechTown spaces.
  • Serve as strategic customer experience advisorto internal teams.
  • Lead the management and execution of both sales-oriented and information-oriented building tours and field trips with an eye toward conversion/exuberant word of mouth.Train TechTown staff to execute tours with consistent quality.
  • Collaborate with programming teams and Communications + Events team to ensure that the best possible programs and events are being executed.
  • Work closely with the Communications Team to establish and execute a robust marketing plan for our site-based offerings, including establishing a process for social media and other digital and physical marketing engagement.

Other duties as Assigned

Requirements

  • Minimum of a BA/BS or equivalent experience in Business, Marketing, Hospitality or related fields.
  • At least 5 years of experience in hospitality, marketing, startups, consulting, nonprofit or related experience with strong customer experience focus.
  • Strong customer experience skills and experience working with project management tools necessary.
  • Demonstrated facility with Google Drive and Microsoft Suite of products.
  • Budget setting and management experience.
  • Ability and enthusiasm for consistent monitoring of competitive landscape
  • The candidate who is best suited for this role will:

-Prefer a team-driven environment.

-Be comfortable in managing through ambiguous situations.

-Have the ability to work with and through others to attain the desired results.

-Manage varied details in a fast-paced environment.

-Demonstrate flexibility and resourcefulness.

-Be able to respond well to interruptions and juggle work as priorities evolve.

  • Ideally already networked into the local startup, small business or coworking community, or proven ability to network.
  • Event management and coordination experience a plus.
  • Experience in real estate, facilities management, contracting or retail a plus.
  • Proven experience with business scaling is a plus.
  • Experience with integrated marketing communications a major plus.

This is afull-time position.Please send a resume and cover letter to

TechTown is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. TechTown does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, disability or any other category prohibited by applicable local, state or federal law.

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