Community Director

The Community Director will be the face of the Kiln brand in Reno, Nevada. This person will lead the curation of a vibrant community, recruit and manage a top-notch team, and ensure all aspects of the Kiln site run smoothly to provide a dynamic and frictionless working environment for members. This is an exciting opportunity to play a critical role in Kiln’s successful entry into the Reno market and to help establish the brand as a market leader in the region.

• Drive top-and bottom-line growth for the site through P&L ownership
• Manage all site operations and communicate with the operations team to ensure the highest level of member satisfaction
• Analyze tickets by area to identify and resolve issues presented, such as insufficient cleaning staff, repeated IT-related failures, and malfunctioning conference room equipment.
• Explain Kiln policies and procedures to members, including but not limited to a) membership agreement, b) House Rules, and c) billing procedures.
• Maintain member lifecycle documentation and transitions (move-ins/move-outs)
• Design and implement processes, guidelines, and best practices for the community to optimize member experience
• Know and be able to implement member safety plans, i.e. fire and emergency plans
• Resolve member complaints regarding other members through neutral fact investigation and process termination of membership where warranted
• Manage team members to reach sales goals and execute their objectives as an individual and as a team
• Implement practices to ensure operational excellence for the community
• Produce comprehensive quality control reports that allow all stakeholders to improve the member experience
• Provide a world-class experience for Kiln members and guests
• Manage the P&L of the site and fill out all reports associated with it
• Conduct exit interviews or feedback collection, member 1:1s, etc.
• Drive sales growth by increasing occupancy, event bookings, and member retention
• Lead tours for VIPs and guests of Kiln Members
• Partner with Recruiting and Ops leadership to recruit an exceptional team to manage the day-to-day running of the site and execution of programming and events
• Achieve quarterly financial KPIs and revenue targets by driving membership sales/occupancy, event and meeting room revenue, and controlling operating expenses
• Responsible for the health and management of their HubSpot pipeline
• Seek opportunities to engage members to discover and discuss members’ objectives, i.e., using member service requests as an opportunity to learn more about members, members’ business, and any other needs members may have
• Oversee a robust calendar of events to ensure there is a good balance of educational, member appreciation, lead-generating, and sales-related events
• Engage in the broader community by attending events and networking with local start-ups, established businesses, and community organizations
• Make recommendations about any repairs, maintenance, or updates required on the site
• Conduct weekly one-on-one meetings and weekly team meetings
• Develop and manage weekly work plans of direct reports
• Solve member-related issues to ensure a cohesive community and manage member expectations
• Manage and maintain relationships with vendors and landlords
• Proactively gather data on members’ business goals and identify both Kiln and member services that could help members achieve their commercial objectives
• Lead professional development within team, including performance reviews
• Oversee new member onboarding to ensure successful integration into the community
• Develop community initiatives designed to create connections between members, including events, member introductions, electronic, and print communications
• Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress
• Supervise move-ins and move-outs for quality experience

✨A Connector: You are the go-to person in your community, effortlessly building meaningful relationships. Whether it’s introducing members to each other or organizing events, you have a natural ability to create an environment where everyone feels they belong.

✨A Hospitality Enthusiast: With a background in hospitality, coworking, or retail, you understand how to create elevated experiences. You take pride in offering more than just a workspace—Kiln is a lifestyle, and you make sure every member feels that.

✨A Local Tastemaker: You are deeply connected to your city’s entrepreneurial ecosystem. You know the startups, the key players, and the businesses that make your community thrive. Need to know the best Food and Beverage joint? You happen to be the expert on local hotspots.

• Customer service and sales experience required
• Familiarity with the Coworking and Hospitality Industry considered a plus
• College graduate with a four-year degree (preferred, but not essential)
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Able to collaborate with other functions of kiln: Marketing, Operations, IT, Sales/BD
• Exceptional organizational and multitasking skills
• Project management and business operations experience required
• Must have strong verbal and written communication skills
• Experience managing a team of more than two people
• Cold-outreach experience a plus
• Minimum 4 years experience in Hospitality Management or parallel industry