Description

Job Brief

The Regional Operations Coordinator is responsible for supporting the effective day-to-day operation of Workshop17's network of locations. Working closely with the National Operations Manager and Location Managers, this role helps ensure that operational standards, processes, and company policies are consistently applied across all sites.

The role provides practical support to Location Managers, assisting with operational planning, problem-solving, compliance requirements, and performance objectives. It requires someone who can confidently move between different areas of the business, including facilities management, financial administration, reporting, team support, and member experience.

As part of the central operations team, the Regional Operations Coordinator plays an important role in maintaining consistency across the business while identifying opportunities to improve systems, processes, and ways of working. The successful candidate is someone who is highly organised, proactive, and adaptable, with the ability to build strong working relationships and support multiple stakeholders in a fast-paced environment.

Reporting directly to the National Operations Manager, this position contributes to the ongoing growth and operational success of Workshop17 by ensuring that teams have the guidance, resources, and support needed to deliver an exceptional experience across all locations.

General scope of work

Operational Support

• Support Location Managers in the day-to-day management of their sites, stepping in to assist during periods of high demand, staff absence, or operational escalations.
• Conduct regular site visits to assess operational health, service standards, and team performance, providing structured feedback and follow-up action plans.
• Assist in the rollout and implementation of new operational procedures, tools, and initiatives across locations.
• Maintain and update standard operating procedures (SOPs) to ensure consistency across the network.
• Identify operational gaps and inefficiencies, escalating to the National Operations Manager with proposed solutions.
• Support new location openings, refurbishments, or transitions by coordinating tasks across relevant stakeholders.
• Assist and help teams with service excellence and standards, driving focus on our customer service program and member surveys
• Provide operational feedback and support to our cafe operators, ensuring high standards and SLA criteria. 

Community & Member Experience

• Champion member experience standards across all locations, supporting Location Managers in maintaining high levels of satisfaction.
• Assist in the resolution of escalated member queries or complaints, ensuring timely follow-up and resolution.
• Support the onboarding and off-boarding of members where required, ensuring consistency with W17 processes.
• Contribute ideas and feedback to improve community management practices across the network.
• Assist in planning and supporting member events and engagement initiatives at a network level.

Team & People Support

• Provide coaching, guidance, and on-the-ground support to location team members as needed.
• Assist Location Managers with team training, induction, and development using the relevant W17 HR platform. 
• Provide on-the-job training to achieve high standards of hospitality across locations.
• Support a positive, high-performance team culture across all locations through consistent communication and engagement.
• Assist the National Operations Manager in identifying team capability gaps and recommending development interventions.

Facilities & Supplier Coordination

• Support Location Managers in coordinating maintenance, repairs, and facilities-related issues, ensuring prompt resolution.
• Assist with supplier management and service quality reviews, escalating concerns to the National Operations Manager as required.
• Conduct facility inspections and ensure Health & Safety compliance is upheld across all sites.
• Maintain up-to-date records of facilities-related activities, warranties, service contracts, and compliance documentation.

Experience

• Minimum 3–5 years of operational experience in the coworking or hospitality industry, or a similar multi-site environment.
• Proven track record in a support, coordinator, or supervisory role with exposure to multi-location or portfolio operations.
• Experience working with financial data, including budgets, expense reporting, and invoicing.
• Background in team support, coaching, or people coordination. Formal management experience will be advantageous.
• Demonstrated ability to manage multiple priorities, projects, and stakeholders simultaneously.
• Experience using CRM systems, financial platforms, and operational management tools.
• Exposure to Health & Safety compliance and facilities coordination.

Skills

• Operational Coordination: Ability to manage and support multiple sites and teams simultaneously with structure and efficiency.
• Financial Literacy: Comfortable working with budgets, reports, and financial data to support informed decision-making.
• Communication: Clear, professional, and confident communicator across all levels — from team members to senior management.
• Problem Solving: Proactive and solutions-focused, with the ability to identify and resolve operational issues quickly.
• Attention to Detail: Precise and thorough in reporting, documentation, and process compliance.
• Technology & Systems: Proficient in CRM platforms, financial tools, collaboration software, and MS Office/Google Workspace.
• People Skills: Empathetic and collaborative — able to build trust with Location Managers, teams, and members alike.
• Time Management & Organisation: Able to prioritise effectively in a fast-paced, dynamic environment with shifting demands.

Competencies

• Collaborative Support: Ability to work effectively in a team, enabling others to perform at their best.
• Adaptability & Resilience: Comfortable navigating change and ambiguity; thrives in dynamic, multi-site environments.
• Accountability & Ownership: Taking responsibility for actions and outcomes; following through on commitments.
• Continuous Improvement Mindset: Identifies opportunities to enhance processes, systems, and standards across the network.
• Commercial Awareness: Understanding of the financial and operational drivers that impact location and network performance.
• Integrity: Upholds high ethical standards and acts with transparency and honesty.
• Initiative: Self-motivated and proactive, anticipating needs and acting without being prompted.

Working at Workshop17 

Ready to join Africa’s #1 co-working space? Where individuals, teams and companies choose to work, meet and event. Our unique locations across Johannesburg, Cape Town, Paarl, Ballito and Mauritius offer our members a fully serviced, flexible, high-tech, co-working space, providing a platform for innovation, community, learning and culture.

Why work for us?

Besides being the best co-working place in Africa, we’re a dynamic and passionate team that works smart, in an energetic, fast-paced culture of service, responsibility and creative problem-solving. Goal-oriented? Ambitious? We’re all about upskilling, learning and self-improvement. Suppose you are a straight-talking, multi-tasking individual who’s all about customer service and can effortlessly handle heavy workloads and everyday glitches. In that case, we want you to be part of our growing team at Workshop17.