Michael Colley

WeWork's first Operations hire in an international market, as a Core Operations Lead I have been focused on delivering the operations of our member experience at new and existing locations.

• Negotiated 3rd party contracts and managed vendor relationships for the UK market and new location launches, including but not limited to F&B, health and safety consultation, janitorial services, fire extinguisher servicing, WEEE & general recycling.
• Led UK based operational launches: launched two locations, reviewed & commented on leases for multiple new properties, managed the implementation of new contracts, designed the operational function of shared workspace to be fit for member use and acted as liaison between Construction Project Manager, Community Management team, Design Lead and General Contractor.
• Conducted operations financial control and assessment for Q1 + Q2 of 2016. Negotiated and saved over £50,000 across numerous vendors, taking into consideration scale and growth of UK market.
• Implemented UK focused strategic projects, including the UK Health and Safety Policy, UK Operating Standards and a CSR green & recycling initiative focused on reducing wastage, decreasing consumable costs and improving recycling across all London sites.
• Designed and launched the UK Operations Playbook, soliciting interdepartmental feedback in order to support the Community Management, Physical Product, HR and Sales team. Ensuring the playbook's scalability in lieu of WeWork's 2016 EMEA growth strategy.
• Built out and analysed Zendesk dashboards to assist with the analysis of customer service KPI data.

As part of WeWork's Community Management team I oversaw the day to day running of WeWork's first international community, WeWork South Bank in London.

• Hosted and supported customer-focused events and initiatives of up to 800 people, including the WeWork UK Launch Party, Weekly Happy Hours, Company Spotlights, Startup Weekend and Lunch & Learn Sessions.
• Managed team of 5 front of house staff on quality of service, through Community Service KPIs, including adherence to Zendesk response and satisfaction metrics, Community Appreciation, Member introductions and WeWork Operational Standards general evaluation and walkthroughs.
• Coordinated property management, liaising with the FM team and external contractors to execute the rebalancing of HVAC systems, installation of S2 security system, planned preventative maintenance checks on M&E assets and delivery of market specific signage relating to health and safety.
• Collaborated with external partner vendors to fulfill WeWork FM, community management & hospitality needs and improve overall member experience, including the design and roll-out of improved pantry offering across the city.

Self-initiated internship and travel program, focused on adding value to organisations and companies while developing a practical skill-set and strong work ethic.

• Served as student mentor at Kids Learning Code camp at Learning Labs. Toronto, Canada.
• Created a database of potential instructors for programs. Increased local Twitter reach by 98% at General Assembly. Seattle, USA.
• Conceptualised and delivered a content creation strategy model for Lúcuma Labs, to expand the business alongside existing web development services. Lima, Peru.
• Provided financial advising and MVP budgeting on the business model of Discovereel for the Bygato Branding Agency, ahead of their application for the Startup Chile accelerator program. La Paz, Bolivia.
• Developed a product prototyping process to increase efficiency when testing new creative concepts and solutions, for Plan B Comunicação. Belo Horizonte, Brazil.