Deputy CIty Manager

About The Company

IWG is the unrivalled global leader in flexible workspace, six times the size of our nearest competitor. With 14 different brands, an impressive array of support services, and a world‑class, end‑to‑end digital platform for connecting companies to workspace, we’re fully invested in our customers’ success. Our companies help more than 8 million people and their businesses to work more productively.

We provide workspace for the world’s largest companies, delivering sustainable demand and income for our partners. Digitalisation and new technologies are transforming the world of work. People want the personal productivity benefits of living and working how and where they want.

Businesses want the financial and strategic benefits. Our customers are start‑ups, small and medium‑sized enterprises, and large multinationals. Through our companies we provide that choice, and serve the whole world of work: Regus, Spaces, No18, HQ and Signature, just to name a few.

We create personal, financial, and strategic value for businesses of every size. From some of the most exciting companies and well‑known organisations on the planet, to individuals and the next generation of industry leaders. All of them harness the power of flexible working to increase their productivity, efficiency, agility, and market proximity.

Job Details

Job Title: Deputy City Manager

Location: United States

Reporting To: City Manager

Purpose

As a Deputy City Manager, you will partner with the City Manager to engage with new and existing customers across various industries, building a vibrant community across the 4 to 6 centres in the city area. In this role, you will oversee the onboarding and training of new Community Associates, support the City Manager with centre audits, and ensure each centre consistently upholds high operational standards. Additionally, you will act as the City Manager’s backup in their absence.

Key Responsibilities

• City Leadership
  • Recruitment & Onboarding: support the City Manager in the recruitment of new Community Associates and talent cultivation; ensure onboarding under the global framework.
  • Center Standards: conduct regular centre visits for compliance checks, operational improvements, and audits; ensure the community team executes activity plans and timelines.
  • Customer Service & NPS: serve as the first point of escalation for customer complaints; work with the Community Team to maintain NPS scores.
• Client and Visitor Interaction
  • First Impressions: act as a primary contact for all clients and visitors; provide a professional, friendly, welcoming experience.
  • Client Assistance: manage essential office tasks such as mail, packages, calls, and address operational needs.
• Operational and Facility Support
  • Client Support within the Centre: help clients understand their online account during set‑up and move‑in; coordinate office customisation and meeting room setup.
  • Technical & Administrative Support: troubleshoot basic technical issues, support furniture requests, provide copies, beverages and other client needs.
  • Center Appearance and Maintenance: maintain show‑ready common areas, cafés and meeting rooms; prepare and post daily service charges.
• Customer Service Excellence
  • Exceptional Service Delivery: offer assistance, information and recommendations; maintain proficiency in key services, products and amenities.
  • Proactive Customer Engagement: surprise and delight clients with proactive support; exceed expectations to ensure client satisfaction.
• Sales and Revenue Contributions
  • Tours, Upselling and Cross‑Selling: deliver engaging tours, tailor them to customer needs, complete visit forms accurately, capture feedback, identify opportunities, and contribute to revenue growth.
• Professional Representation
  • 5‑Star Image: exhibit professionalism, greet clients warmly, communicate effectively; maintain a polished business environment.
  • Additional Duties: take on other tasks and responsibilities as assigned, ensuring operational efficiency and client satisfaction.
• Success Metrics
  • Driving profit performance: growing revenue & occupancy, retaining customers, supporting new sales, growing service revenue, opening new centres, expanding customer base, developing talent, delivering operational excellence.

Requirements

• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities effectively.
• Experience leading others, delegating with accountability, and driving improved performance within an engaging culture.
• Strong analytical and problem‑solving abilities.
• Proven customer service experience with accountability, conflict resolution, and communication skills.
• Ability to work independently and as part of a team; travel across the city to perform centre visits.
• Dynamic, positive, enthusiastic, adaptable to fast‑changing situations.
• Organised, flexible, adaptable for growth environments.
• Experience using MS Office and basic IT equipment.
• Proficient in Word, Excel, Outlook; strong verbal and written communication.
• High School Diploma or equivalent.
• Legally eligible to work in the country and at least 18 years old.
• Other tasks as assigned based upon company needs.

Ideal Candidate Profile

• Leadership skills: proven ability to lead, inspire and manage multi‑location teams.
• Operational acumen: background in operational management, financial oversight, and customer service excellence.
• Analytical abilities: capable of analysing reports, spotting trends, implementing solutions.
• Collaborative mindset: team player fostering cross‑functional relationships.
• Customer‑centric approach: committed to delivering superior service and retaining clients.

Working Conditions & Physical Effort

While performing the duties of this role, the Team Member will be required to engage in physical activities such as bending, lifting, reaching, and efficiently operating a computer, phone, and other communication tools. The role also requires the ability to remain in a stationary position for extended periods, as needed.