Sr. Manager, Membership Operations

Responsibilities

Startup 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.

Requirements

• 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.