The Sr. Manager, Membership Operations will lead the day-to-day membership operations at Newlab Detroit, ensuring a high-quality, well-run environment that enables member companies to grow and succeed. This role is responsible for building strong relationships with members, overseeing membership operations, and coordinating the teams, services, and resources that deliver an exceptional member experience.
This role will be based out of Newlab Detroit and reports to the Global Head of Membership.
RESPONSIBILITIESStartup Operations & Account Management- Own ongoing account management for local member companies, including relationship management, member satisfaction, retention, and renewals, in coordination with the Global Membership and Pipeline teams.
- Coordinate startup onboarding and integration into Newlab, from pre-arrival planning through move-in and ongoing operations, coordinating space readiness based on each company's requirements.
- Serve as the primary on-site point of contact for member companies, building strong relationships, understanding their evolving needs, and ensuring timely resolution of issues.
- Proactively identify opportunities for member companies to collaborate with Newlab's global team, other locations, and partners across the Newlab network.
- Work with the teams responsible for maintenance and operation of specialized technical areas, including wet labs, light manufacturing, prototyping, and fabrication spaces to ensure a quality member experience.
Membership Product Delivery- Own the end-to-end delivery of the Newlab Membership product in Detroit, ensuring a consistent, high-quality experience that supports member satisfaction, retention, and renewals.
- Ensure the successful delivery of all membership components, including facilities, shops, shared infrastructure, community programming, and member services, working through the teams responsible for each.
- Proactively assess member needs, identify service gaps, and drive improvements to the membership offering.
- Implement global membership standards with consistency while responding to local market and member needs.
Cross-Functional Leadership & Vendor Coordination- Pull in cross-functional Newlab teams (including Facilities, Product Realization, Membership Experience, and others) where needed to ensure consistent and excellent delivery of the Newlab Membership product.
- Support the negotiation of contracts and ensure vendor performance aligns with Newlab standards and budget parameters.
- Coordinate with external vendors and service providers, partnering with the relevant functional owners to ensure services meet Newlab standards and member expectations.
- Establish clear accountability and follow-through on member requests, escalating issues when necessary to ensure timely resolution.
EXPERIENCERequirements- 4+ years of experience in startup operations, account management, or technical infrastructure management, preferably in a lab, manufacturing, and/or R&D environment.
- Strong vendor and contractor management experience.
- Exceptional organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
- Comfort working with startups, entrepreneurs, and technical teams.
- Excellent interpersonal and communication skills; able to balance operational rigor with a community-minded approach.
- Demonstrated ability to build and manage relationships.
- Fluency with building operations.
Attributes & Skills- Relationship-oriented: Builds trusted relationships with member companies, understands their needs, and proactively supports their success.
- Service-minded: Committed to delivering an exceptional membership experience and driving member satisfaction and retention.
- Operationally strong: Highly organized, detail-oriented, and effective at managing competing priorities and ensuring consistent execution.
- Collaborative: Works effectively across teams and functions, influencing stakeholders and driving results without direct authority.
- Proactive problem-solver: Anticipates challenges, takes ownership of issues, and drives solutions through to completion.
- Technically fluent: Comfortable working with facilities, labs, shops, and technical infrastructure teams to support member needs.
- Adaptable: Thrives in a fast-paced, evolving environment and balances strategic thinking with hands-on execution.
COMPENSATION & BENEFITS- We expect this role's base salary to be $100,000 - $125,000 commensurate with a candidate's experience.
- Eligible for a bonus program.
- Comprehensive benefits.
