Michelle Stiegler from Premier Workspaces spoke with Jessica Thomas, the Community Manager at The Root Coworking, who has been nominated for Community Manager of the Year through the Global Workspace Association.
As part of the nomination process, Stiegler, a member of the GWA advisory board, conducted an interview to delve deeper into Thomas's experiences and contributions to the coworking community. This interview offers insights into Thomas’s journey, her role, and the impact she has made in her community. The finalist will be announced at the GWA FlexForward 2024 conference in Phoenix.
A transition from advertising to coworking
Jess Thomas began her career in the advertising industry, working for an agency for four years. She shared how she initially connected with the world of coworking through a colleague at the agency, who happened to be the wife of Ben Von Drehle, the founder of The Root Coworking.
Thomas reminisced, "We were coworkers at the advertising agency, and she was telling me about coworking and about her husband's new venture. I met him at the company Christmas party, and I was like, please hire me. And he said yes!"
Thomas has now been with The Root Coworking for four years. Reflecting on her journey, she said, "It felt like something good for the long term, like I want to stay up to date with trends and how people are working and what the future is going to look like."
The perfect job for a people person
When asked what drew her to working at The Root Coworking, Thomas explained how the role of a community manager seemed tailor-made for her personality. "I used to get in trouble a lot at my old job for talking too much, too many friends," she laughed. "Whenever I was learning more about coworking and what a community manager does, I was like, wow, this seems like it was built for me because I'm not going to get in trouble for talking. It'll be part of my job."
Thomas appreciates the flexibility and the opportunity to build and nurture a community. "Building community is my favorite part. I've met so many people, and being able to connect other people is my favorite thing," she said. "It's as simple as, like, oh, I've got a friend who needs a website to be built. I've got someone. Or as little as, oh, we're all going to play pickleball after work. Have you ever played? Do you enjoy it? You should come and play with us."
In her role as a community manager, Thomas has encountered a variety of unique and unexpected situations. When asked about the most random things she has done, she recounted, "I've thrown a lot of baby showers, watered plants, taken members home from work when their car won't start, picked up dogs, and even picked up a check from a member's house once because they were moving."
These experiences highlight the diverse and often unpredictable nature of her job, requiring her to be adaptable and ready to assist members in various ways.
What makes the ideal community manager?
Thomas described the ideal community manager as someone who is outgoing yet perceptive, able to read situations and respond appropriately. "Someone who is a team player, who doesn't need to get at the front of everything, and is happy to work behind the scenes and in front of the scenes," she said. "Someone who is detailed and organized but can balance, like when you're working with a lot of CEOs, they often have really big ideas, and they need someone to help nail down the finer details."
When it comes to explaining what she does to people unfamiliar with coworking, Thomas tailors her explanation to the audience. For older generations, she likens it to a gym membership, where members have different levels of membership and a sense of community. For her peers, she emphasizes the flexibility of work and the community aspect, often referencing popular culture representations like the Apple TV show "WeCrashed."
Proud moments and challenges
Thomas shared a proud moment from her tenure, describing the challenging transition from one coworking platform to another. "It was a really big undertaking, involving a lot of communication and roadblocks for members," she said. "Just having a lot of one-on-one conversations was a big difference maker."
She also discussed the challenges of balancing the minutiae with the big tasks. "Sometimes the members can be more needy some days. I'm working on a Wi-Fi issue, a printer issue, and a backdoor issue while working on the new member newsletter and all the operations side," she explained.
For Thomas, creating community is about the small, consistent efforts that build trust and rapport. "It's as simple as a hello when they walk in, greeting them by name, hosting member events, picking up their dog, or remembering their kid had a talent show last week," she said. "It's introducing them to each other and creating a space where everyone can do that to each other."
The Root Coworking hosts a variety of events, from happy hours and Wine Wednesdays to book clubs and breakfast meetings. Thomas also collaborates with her best friend, a therapist, to offer self-care and work-life balance training sessions.
The unique community at The Root Coworking
Thomas highlighted the importance of VIP members, or Very Important Members (VIMs), who have been with the coworking space for a long time and play a crucial role in maintaining the community spirit. "They know what it takes to make a good space and are very important to the community," she said.
Thomas emphasized the importance of recognition and validation in her role. "Sometimes it's like someone who holds together a lot of the day-to-day. It can be hard work, and just being recognized for it sometimes is really rewarding," she said.
When asked about additional support from the Global Workspace Association, Thomas expressed her appreciation for the training and resources provided, especially the Community Manager University modules. She also mentioned the desire for more active engagement on platforms like Slack and the need for more accessible member meetups.
Thomas is honored to be nominated for Community Manager of the Year and is grateful for the support and encouragement from her boss, Ben Vondraly. "I'm just happy to be here and happy to be part of something that feels groundbreaking," she said.
As she continues her journey at The Root Coworking, Jessica Thomas remains committed to building and nurturing a vibrant community, one connection at a time.
For Coworks, sponsoring the Community Manager Awards for the third year is a testament to our unwavering commitment to the coworking movement.
As a company dedicated to providing space management software solutions, we recognize the invaluable role these folks play in shaping successful community spaces. Read about last year’s nominees.
