Deputy CIty Manager

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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, we help more than 8 million people and their businesses work more productively. Digitalisation and new technologies are transforming the world of work, offering personal productivity benefits to individuals and strategic advantages to businesses.

Our customers range from start‑ups to large multinationals; we provide flexible working spaces and communities that match their needs and aspirations.

Job Title: Deputy City Manager

Location: United States

Reporting To: City Manager

As a Deputy City Manager
, you 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 consistently upholds high operational standards. Additionally, you will act as the City Manager’s backup in their absence.

Delivering exceptional customer service is a central responsibility; you collaborate with the entire city team to ensure every client, prospect, and vendor enjoys a seamless and outstanding experience within the business center. Your focus on operational excellence, customer satisfaction, and revenue growth through upselling and cross‑selling opportunities will drive client loyalty and strengthen IWG’s position as the provider of choice.

This role is ideal for individuals passionate about delivering top‑tier service in a fast‑paced environment.

• Recruitment & Onboarding: support the City Manager in recruiting new Community Associates and talent cultivation; responsible for onboarding under the global induction framework.
• Center Standards: conduct regular visits for compliance checks, operational improvements, and perform audits; ensure the community team understands and executes the activity plan.
• Customer Service & NPS: serve as the first point of escalation for customer complaints; work with the Community Team to keep NPS scores above standards.

• First Impressions: act as one of the primary points of contact for all clients and visitors, providing a professional, friendly, and welcoming experience.
• Client Assistance: manage essential office tasks such as delivering mail and packages, answering phones, and addressing operational needs to keep clients focused on their work.

• Client Support within the Center: assist in ensuring clients understand their online account during set‑up and move‑in; coordinate meeting room setups and office customisations; troubleshoot basic technical issues and support furniture requests.
• Administrative Support: provide copies, beverages, and other client needs.
• Center Appearance and Maintenance: keep common areas clean, organised and professional to maintain “show‑ready” status.
• Billing and Posting: prepare and post daily Craigslist ads; capture and input daily service charges accurately.

• Exceptional Service Delivery: provide information, recommendations, and assistance; maintain a thorough understanding of key services and amenities.
• Proactive Customer Engagement: surprise and delight clients with proactive support, going beyond expectations to ensure satisfaction.

• Tours, Upselling and Cross‑Selling: deliver exceptional tours highlighting centre value; tailor tours to customer needs; complete visit forms; capture feedback and opportunities for additional sales; contribute to revenue growth.

• 5‑Star Image: exhibit professionalism, greet clients warmly, and maintain a polished environment.
• Additional Duties: take on other tasks and responsibilities as assigned to ensure operational efficiency and client satisfaction.