Deputy CIty Manager

Overview

Job Title: Deputy City Manager

Location: United States

Reporting To: 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 are 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.

Digitalization 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 startups, small and medium-sized enterprises, and large multinationals. We provide that choice through our brands, including Regus, Spaces, No18, HQ, and Signature.

Learn more about what we do for our team members and customers at www.iwgplc.com.

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 centers in the city area. You will oversee onboarding and training of new Community Associates, support center audits, and ensure each center maintains high operational standards. You will also act as the City Manager's backup in their absence.

Delivering exceptional customer service is a central responsibility. You will collaborate with the city team to ensure every client, prospect, and vendor experiences a seamless and outstanding service. You will exemplify IWG's philosophy of delivering exceptional service and contribute to customer satisfaction and revenue growth through upselling and cross-selling opportunities.

This role is ideal for individuals passionate about delivering top-tier service in a fast-paced environment, where attention to detail and proactive problem-solving are essential.

Key Responsibilities

• City Leadership
• Recruitment & Onboarding: Support the City Manager in recruiting new Community Associates and talent cultivation. Onboard new Community Associates under the City Manager’s leadership in alignment with the global induction framework.
• Center Standards:
• Conduct regular center visits for compliance checks, operational improvements, and audits as requested.
• Ensure the community team understands the activity plan and executes as agreed.
• Customer Service & NPS:
• Act as the first point of escalation for customer complaints across the city.
• Work with the Community Team to ensure NPS scores meet standards and address opportunities proactively.
• Client and Visitor Interaction
• First Impressions: Act as a primary contact for clients and visitors; provide a professional, friendly, and welcoming experience.
• Client Assistance: Manage essential office tasks, including delivering mail and packages, answering phones, and assisting with communications.
• Operational and Facility Support
• Assist clients with understanding their online accounts during setup and move-in.
• Ensure meeting rooms are set up and office customizations are coordinated.
• Provide hands-on support such as troubleshooting basic technical issues and supporting furniture requests.
• Offer administrative support including copies, beverages, and other client needs.
• Center Appearance and Maintenance
• Ensure the center remains show-ready by keeping common areas clean, organized, and professional.
• Billing and Posting
• Lead efforts to post daily updates as required and input daily service charges into the billing system.
• Customer Service Excellence
• Provide information, recommendations, and assistance to clients.
• Maintain understanding of key services, products, and amenities to address client needs efficiently.
• Proactive Customer Engagement
• Demonstrate passion for customer service by proactively supporting and delighting clients.
• Sales and Revenue Contributions
• Tours, Upselling and Cross-Selling: Deliver tours that highlight center value, tailor to customer needs, and capture feedback and potential objections.
• Identify opportunities to promote and sell additional IWG products and services.
• Contribute to revenue growth by maximizing client utilization of offerings.
• Professional Representation
• Maintain a 5-star image through professionalism and client relations.
• Additional Duties
• Take on other tasks as assigned to support operations and client satisfaction.

Success: how we measure it

• Drive profit performance of your city, including growing revenue and occupancy, retaining customers, supporting new sales, growing service revenue, and opening new centers in alignment with targets.
• Drive growth of the customer base and network users in your city.
• Grow and develop talent within your city and deliver operational excellence across your city.

Requirements

• A strong understanding of business operations, preferably within IWG.
• Excellent communication skills and the ability to manage multiple priorities.
• Experience in leading through others, delegating with accountability, and driving performance in a positive culture.
• Strong analytical and problem-solving abilities.
• Proven customer service experience with the ability to de-escalate and resolve conflict.
• Ability to work independently and as part of a team; willing to travel across the city to perform centre visits.
• Dynamic, positive, adaptable, and able to handle fast-changing situations.
• Organized and flexible in fast-paced growth environments.
• Experience with 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 on company needs.

Ideal Candidate Profile

• Leadership skills: 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 analyzing reports and implementing solutions.
• Collaborative mindset: team player who fosters cross-functional relationships.
• Customer-centric approach: committed to delivering superior service and retaining clients.

This role is ideal for a dynamic, results-oriented individual who thrives in a fast-paced, multi-center environment and has a track record of driving both revenue and operational excellence.

Working conditions and physical effort

Engage in physical activities such as bending, lifting, reaching, and operating a computer and other devices. The role may require remaining in a stationary position for extended periods. Please review the Field Operations Physical Requirements for a full overview.

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