Director of Community Strategy

Position Overview

Greentown Labs is hiring a Director of Community Strategy to lead the Community Experience team at our Houston location. This is a hands-on, player-coach role reporting to the Head of Houston. You will be the day-to-day leader of the Houston member experience.

You will manage a team across memberships and sales, community engagement, and front desk and office operations. You will own two things at once: the numbers and the experience. On the numbers, you will bring a sales-manager’s discipline to membership growth, setting targets and holding the team to them. On the experience, you will bring operational rigor to how members are onboarded and supported, fixing what is broken and building what is missing, while being the visible, energizing face of Greentown Houston.

This is a startup operator’s role inside a nonprofit that runs like one. Our processes are actively being reworked, so the right person is scrappy, organized, and energized by change rather than thrown by it. This is a fully in-person, customer-facing role.

• Directly manage team members across memberships and sales, community engagement, and front desk and office operations
• Set clear expectations, goals, and standards, and hold the team accountable
• Have the hard conversations directly and kindly while keeping the team motivated and supported

• Bring a sales-manager mindset to the memberships function: set targets and KPIs, manage the pipeline, and coach the team to hit their numbers
• Own the end-to-end onboarding of new members, from first touch through a smooth, welcoming start in the space
• Track membership performance and report on growth, retention, and pipeline health

• Act as the operational thought leader for how the Houston site runs day to day, evaluating current processes and deciding what to keep, tweak, or rebuild
• Redesign and streamline member onboarding and other member-facing workflows that are not yet working, then implement and iterate on those changes
• Bring order and organization to a fast-changing environment where processes evolve week to week

• Serve as a primary point of contact for the member community, setting the tone for a fun, engaging, and welcoming in-person environment
• Own the day-to-day member experience and community engagement, including member communications, newsletters, and the social and community programming that builds loyalty
• Oversee front desk and office operations so the space runs smoothly, from a professional first impression to the everyday logistics a coworking community depends on

You are a scrappy, startup-minded operator and a natural gap-filler. You do not stop at your job description; you jump in and do what needs to be done. You have run a team before and you are comfortable both nurturing people and holding them accountable. You are organized and operationally minded, you lean into change, and you bring genuine warmth and energy to a community.

You are ready to be in the space, in person, every day.

• 5+ years of progressive experience in community, membership, operations, or a related field, including direct people management; having run a team is required for this role
• Experience in a startup or entrepreneurial environment, with the scrappiness and comfort with ambiguity that comes with it
• A track record of setting expectations and holding a team accountable, including handling direct, sometimes difficult, performance conversations
• A sales or revenue-management orientation, comfortable owning targets, KPIs, and pipeline
• Demonstrated operational and process-improvement…