City Manager

City Manager at International Workplace Group plc – United States –

Reports to:

Area Manager.

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

• Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance.
• Drive accountability across centers 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.
• Maximize revenue and retention through best‑in‑class customer engagement and sales processes.
• Ensure compliance with billing and collection standards to minimize bad debt.
• Conduct regular center visits for compliance checks, operational improvements, audits, and staff coaching.
• Analyze city performance results to identify opportunities and resolve issues promptly.
• Ensure the Center 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.
• Ensure you and your team deliver exceptional tours that highlight the value and features of the centers.
• Tailor tours to align with customer needs, showcasing how the center can meet their goals.
• After each interaction or tour, ensure a visit form is accurately and thoroughly completed.
• Use the form 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).

• Driving 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.
• Growing the material growth of the customer base and the network user base in your city.
• Growing and developing talent within your city.
• Deliver operational excellence across your city.

• 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, fantastic communicator.
• 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.
• Organized, 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.

• 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…