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Member Experience Standards & Quality Assurance Senior Lead

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WeWork

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Location:
United Kingdom , London

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Category:
Quality Control

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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
  • Develops strong working relationships with Functional leadership to embed a culture of quality, collaboration, and continuous improvement.

Requirements:

  • 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.

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
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