🚀 City Manager

Job Title

City Manager

Location

United States

Reporting To

Area 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. With unique business goals, people, and aspirations, they want workspaces and communities to match their needs and offer choice.

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.

Learn more about what we do for our team members and customers: and what we do for our partners:

Purpose

The City Manager is a pivotal leadership role responsible for overseeing 4‑6 centres within a geographic area. The position focuses on ensuring operational excellence, achieving revenue targets, fostering team development and maintaining superior customer service and centre standards. This leader will be accountable for end‑to‑end operations, talent management and strategic planning to meet organisational goals.

Key Responsibilities

• Strategic Planning and Execution: Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
• Drive accountability across centres to achieve service and performance standards.
• Lead and develop the community team, ensuring proactive recruitment and talent cultivation.
• Oversee scheduling, performance management and resource planning for the team.
• Collaborate with the Deputy City Manager for onboarding and continuous training.
• Maximise revenue and retention through best‑in‑class customer engagement and sales processes.
• Ensure compliance with billing and collection standards to minimise bad debt.
• Conduct regular centre visits for compliance checks, operational improvements, audits and staff coaching.
• Analyse city performance results to identify opportunities and resolve issues promptly.
• Ensure the Centre Monthly Activity Planner is completed and that the Community teams are executing in accordance with the agreed actions and timeline, with support from the Deputy City Manager.
• Work with sales and functional departments to implement initiatives and drive collective success.
• Address customer escalations and ensure adherence to company policies and procedures.
• Deliver exceptional tours that highlight the value and features of the centres.
• Tailor tours to align with customer needs, showcasing how the centre can meet their goals.
• After each interaction or tour, ensure a visit form is accurately and thoroughly completed and used to capture customer feedback, interests and potential objections.
• Train and empower the team to confidently and directly ask prospective customers for their commitment during or after the tour.
• Encourage follow‑up strategies that maintain engagement and demonstrate the value of the offer.
• Ensure that all visit forms are sent promptly to the city Area Sales Manager (ASM).

Success Metrics

• Drive the profit performance of your city, which includes growing revenue & occupancy, retaining customers, supporting new sales, growing service revenue, opening new centres in alignment with targets, driving material growth of the customer base and network user base in your city, growing and developing talent within your city, delivering 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 effectively.
• Experience with leading through others, delegating with accountability and driving improved performance within an engaging and positive culture.
• Strong analytical and problem‑solving abilities.
• Proven customer service experience with the ability to hold accountability, de‑escalate and resolve conflict effectively.
• Ability to work independently and as part of a team and to consistently travel across the “city” to perform centre visits and work with the team.
• Dynamic, positive, enthusiastic, and able to adapt to fast‑changing situations.
• Organised, flexible, adaptable, and able to work in fast‑paced growth environments.
• Experience and confidence using MS Office and other basic IT equipment.
• Proficient in basic computer skills (Word, Excel, Outlook) and strong verbal and written communication skills.
• 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 need.

Ideal Candidate Profile

• Leadership Skills: Proven ability to lead, inspire and manage multi‑location teams effectively.
• Operational Acumen: Strong background in operational management, financial oversight and customer service excellence.
• Analytical Abilities: Capable of analysing reports, spotting trends and implementing timely solutions.
• Collaborative Mindset: A team player who fosters cross‑functional relationships to achieve shared goals.
• Customer‑Centric Approach: Committed to delivering superior service and retaining clients.

Working Conditions And 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. Please review the Field Operations Physical Requirements for a full overview of the requirements.

Base Pay: $61,796.80/Annualised with excellent benefits!

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Other

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