Deputy CIty Manager

Job Title: Deputy City Manager Location: United States Reporting To: City Manager 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 the City Manager with 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 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 center. As a key leader, you will exemplify IWG's philosophy of delivering “exceptional” service, a principle of the company’s dedication to providing a superior customer experience. Your focus on operational excellence, customer satisfaction, and revenue growth—through upselling and cross‑selling opportunities—will drive client loyalty and strengthen the company’s position as the provider of choice. This role is ideal for individuals passionate about delivering top‑tier service in a fast‑paced, professional environment where attention to detail and proactive problem‑solving are essential. Key Responsibilities City Leadership Recruitment & Onboarding: Support recruitment of new Community Associates and cultivate talent. Responsible for onboarding new Community Associates under the City Manager’s direction 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 it in accordance with agreed actions and timeline. Customer Service & NPS Serve as the first point of escalation for customer complaints across the city. Work with the Community Team to ensure NPS scores reflect expected standards, addressing opportunities proactively. Client and Visitor Interaction Act as a primary point of contact for clients and visitors and provide a professional, friendly, and welcoming experience. Serve as an extension of clients’ operations by managing essential office tasks such as delivering mail and packages, answering phones, and addressing other operational needs. Operational and Facility Support Assist clients in understanding their online account, ensure meeting rooms are set up, coordinate office customizations, and provide hands‑on support for technical issues or furniture requests. Offer administrative support, including making copies, providing beverages, and other client needs. Ensure the center remains “show‑ready” at all times by keeping common areas clean, organized, and professional. Lead efforts to prepare and post daily Craigslist ads; accurately capture and input daily service charges into the billing system. Customer Service Excellence Provide clients with information, recommendations, and assistance; maintain thorough understanding of services and amenities. Demonstrate a passion for customer service by anticipating and delighting clients with proactive support, going beyond expectations. Sales and Revenue Contributions Deliver exceptional tours that highlight the value and features of the centers; tailor tours to align with customer needs. Complete visit forms accurately; use feedback to capture interests and objections. Identify opportunities to promote and sell additional products and services; contribute to revenue growth by maximizing client utilization. Professional Representation Maintain a 5‑Star image by greeting clients warmly, communicating effectively, and upholding a polished, professional environment. Additional Duties Perform other tasks and responsibilities as assigned to ensure operational efficiency and client satisfaction. Success: How We Measure It Drive profit performance for your city by growing revenue and occupancy, retaining customers, supporting new sales, increasing service revenue, and opening new centers aligned with targets. Grow the customer and network user base. Develop talent within your city. Deliver operational excellence. Requirements Strong understanding of business operations, preferably within the company. Excellent communication skills and ability to manage multiple priorities. Experience leading others, delegating, and driving improved performance within an engaging and positive culture. Strong analytical and problem‑solving abilities. Proven customer service experience with accountability, conflict resolution, and communication. Ability to work independently and collaboratively; must travel across the city for center visits. Dynamic, positive, enthusiastic, and adaptable to fast‑changing situations. Organized, flexible, and able to work in a fast‑paced growth environment. Experience with MS Office and basic IT equipment. Proficient in 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 on company need. Ideal Candidate Profile Leadership Skills: Proven ability to lead, inspire, and manage multi‑location teams. Operational Acumen: Strong background in operational management, financial oversight, and customer service excellence. Analytical Abilities: Capable of analyzing reports, spotting trends, and implementing timely solutions. Collaborative Mindset: Team player fostering cross‑functional relationships to achieve shared goals. Customer‑Centric Approach: Committed to delivering superior service and retaining clients. Working Conditions and Physical Effort The role requires engagement in physical activities such as bending, lifting, reaching, and efficiently operating a computer, phone, and other communication tools. It also requires remaining in a stationary position for extended periods as needed. #J-18808-Ljbffr IWG plc