City Manager

About the Company

IWG is the unrivaled global leader in flexible workspace, six times the size of our nearest competitor. With 14 different brands and a world‑class end‑to‑end digital platform, we help more than 8 million people and businesses work more productively by providing workspace for the world’s largest companies and the next generation of industry leaders.

Job Title: City Manager
Location: United States
Reporting 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.

• Strategic Planning and Execution: Develop and implement a comprehensive city plan ensuring revenue growth and operational compliance; drive accountability across centers to achieve service and performance standards.
• Team Leadership and Development: Lead and develop the community team, ensuring proactive recruitment and talent cultivation; oversee scheduling, performance management, and resource planning; collaborate with the Deputy City Manager for onboarding and continuous training.
• Revenue and Retention Management: Maximize revenue and retention through best‑in‑class customer engagement and sales processes; ensure compliance with billing and collection standards to minimize bad debt.
• Operational Oversight: 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 the Community teams are executing in accordance with the agreed actions and timeline.
• Collaboration and Compliance: Work with sales and functional departments to implement initiatives and drive collective success; address customer escalations and ensure adherence to company policies and procedures.
• Best‑in‑Class Tours: Deliver exceptional tours that highlight the value and features of the centers; tailor tours to align with customer needs; after each interaction or tour, ensure a visit form is accurately and thoroughly completed; train and empower the team to confidently ask prospective customers for their commitment during or after the tour; encourage follow‑up strategies that maintain engagement.
• Collaboration with the Salesforce: Ensure all visit forms are sent promptly to the city Area Sales Manager (ASM) to align on sales strategies and enable timely intervention.

• 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 the city
• Growing and developing talent within the city
• Delivering operational excellence across the city

• Strong understanding of business operations, preferably within IWG.
• Excellent communication skills and ability to manage multiple priorities effectively.
• Experience 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 ability to hold accountability, de‑escalate, and resolve conflict effectively.
• Ability to work independently and as part of a team, consistently traveling across the “city” for center visits.
• Dynamic, positive, enthusiastic, and able to adapt to fast‑changing situations.
• Organized, flexible, adaptable, and able to work in fast‑pacing growth environments.
• Experience and confidence using MS Office and other 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 upon company need.

• Leadership skills:
  Proven ability to lead, inspire, and manage multi‑location teams effectively.
• Operational acumen:
  Strong background in operational management,…