Deputy City Manager

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IWG is the unrivaled 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.

Job Title: Deputy City Manager

Location: United States

Reporting To: City Manager

As a Deputy City Manager you will partner with the City Manager to engage 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.

You will also act as the City Manager’s backup in their absence.

Delivering exceptional customer service is a central responsibility of this role. You will collaborate with the entire city team to ensure every client, prospect and vendor enjoys a seamless and outstanding experience within the business centre. As a key leader you exemplify IWG's philosophy of delivering "exceptional" service.

You will play a vital part in giving customers compelling reasons to choose and remain with IWG, focusing on operational excellence, customer satisfaction and revenue growth through upselling and cross‑selling opportunities.

• City Leadership
  • Recruitment & Onboarding:
  • Support the City Manager in the recruitment of new Community Associates and talent cultivation.
  • Responsible for onboarding new Community Associates under the leadership of the City Manager in alignment with the global induction and onboarding framework.
  • Center Standards:
  • Conduct regular centre visits for compliance checks, operational improvements, and perform audits as requested.
  • Ensure the community team understands the activity plan and is executing in accordance with the agreed actions and timeline.
  • Customer Service & NPS:
  • The Deputy City Manager serves as the first point of escalation for customer complaints across the city.
  • Works with the Community Team to ensure NPS scores reflect the expected standards, addressing opportunities proactively as they arise.
• Client and Visitor Interaction
  • First Impressions:
  • Act as one of the primary points of contact for all clients and visitors.
  • Provide a professional, friendly and welcoming experience, creating a positive and lasting first impression.
  • Client Assistance:
  • Serve as an extension of clients’ operations by managing essential office tasks: delivering mail and packages, answering phones and assisting with communications, addressing any other operational needs so clients can focus on their work.
• Operational and Facility Support
  • Client Support within the Centre:
  • Assist with ensuring the clients understand their online account as part of their set‑up and move‑in.
  • Ensure meeting rooms are set up and office customizations are coordinated.
  • Provide hands‑on support such as troubleshooting basic technical issues or supporting furniture requests.
  • Offer administrative support, including copies, beverages and other client needs.
  • Center Appearance and Maintenance:
  • Ensure the centre remains "show ready" at all times by keeping common areas (business lounge, café, meeting rooms, etc.) clean, organised and professional.
  • Billing and Posting:
  • Lead efforts to prepare and post daily Craigslist ads.
  • Accurately capture and input daily service charges into the billing system.
• Customer Service Excellence
  • Exceptional Service Delivery:
  • Be a resource for clients by providing information, recommendations and assistance.
  • Maintain a thorough understanding of key services, products and amenities to address client needs efficiently.
  • Proactive Customer Engagement:
  • Demonstrate passion for customer service by surprising and delighting clients with proactive support.
  • Go beyond expectations to ensure client satisfaction.
• Sales and Revenue Contributions
  • Tours, Upselling and Cross‑Selling:
  • Ensure you deliver exceptional tours that highlight the value and features of the centres.
  • Tailor tours to align with…