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.).  

• Demonstrated 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.