Operations Manager – London 100%

City Pop; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

City Pop seeks an Operations Manager to run day-to-day operations of its London buildings, ensuring top-notch tenant service and smooth occupancy. The role collaborates with the UK lead to deliver consistent experiences across sites and supports new openings and market feedback.

The ideal candidate is hands-on, autonomous on-site, with strengths in planning, problem solving, and stakeholder management. UK work rights required; hospitality/remote collaboration experience valued.

Qualifications

• Experience in hospitality or property operations.
• Strong planning, organizational and time management skills.
• Excellent communication and people skills.
• Ability to work autonomously on-site and handle multiple tasks.

Responsibilities

• Manage daily operations of London buildings, tenant communications, cleaning scheduling and first-line support for IT and facilities.
• Respond to tenant inquiries across channels promptly and set priorities.
• Update and maintain the reservations and occupancy records.
• Oversee billing, deposits, and refunds; coordinate with finance when needed.
• Build relationships with tenants and key contacts; provide transparent issue resolution.
• Support occupancy growth and assist with openening new buildings in the UK.

Skills

Hospitality operations

Tenant relations

On-site leadership

Communication skills

Education

Experience in hospitality or property operations

Tools

Reservation systems

Job description

At City Pop, our product is at the core of everything we do. Every apartment, every building, and every guest experience reflects our vision of modern, efficient, and design-driven urban living. As we grow across Switzerland and Europe, we're looking for a leader to define, develop, and safeguard the City Pop product in all our markets.

JOB’S PURPOSE

The Operations Manager is responsible for the day-to-day running of City Pop’s London buildings. As City Pop grows its UK portfolio to a second building, this role works closely with City Pop’s UK lead to make sure every tenant enjoys the same high standard of service across all London locations.

The focus of the role is operations and customer care: making every tenant’s stay smooth and pleasant, so that tenants are willing to extend, return, and recommend City Pop. The role also supports occupancy and the opening of new buildings. It is a hands-on, on-site and varied position, ideal for an all-rounder who enjoys keeping things running well. As the UK portfolio grows, there will be scope to take on additional commercial or expansion-related responsibilities for those who are interested.

Should BE:

• Friendly & with a good sense of humor.
• City Pop’s biggest fan & always ready for new challenges.
• A self-starter, comfortable working autonomously on site.
• Reliable, conscientious & flexible.
• Stress resistant & quick in execution (and precise!).
• Hands-on and solution-oriented, with a strong sense of ownership.

Should HAVE:

• Open-minded & pro-active attitude towards all departments.
• Mother tongue or fluent English; another City Pop location language (DE/FR/IT) as a plus.
• Excellent planning, organizational, and time management skills.
• Experience in hospitality, co-living, serviced apartments, student accommodation or property operations.
• Commercial or sales experience as a plus.
• Comfort with numbers and reporting; confident using reservation and property management systems.
• Right to work in the UK.
• Positiveness & willingness to pursue excellence.

Missions & Duties

Related to operations & customer care;

• Managing the daily operations of the assigned London buildings: communication with tenants, planning of cleanings, check-in/out, first line of support for accounting, IT and technical issues.
• Answering all tenant enquiries via multiple channels (e.g. system, mail, phone call, external portals) in a timely manner and by setting priorities.
• Completing and updating the bookings in the reservations system.
• Billing management and invoice control.
• Preparing documents for check-ins / check-outs, being the person on site for support.
• Building long term relationships with key contacts and tenants.
• Solving tenants’ issues while providing full transparency to the tenant.
• Controlling and making refunds of deposit / or charging tenants for damages.
• Ensuring that all tenants are satisfied with City Pop service and product.
• Optimizing occupation of the building (moving bookings to optimize reservation chart, proactively inquire for extensions, finding ad-hoc solutions for requests filling gaps, etc.).
• Operational contact with public offices, e.g. tenant’s registration.
• Providing various statistics and reporting, and handling City Pop’s emergencies.

Related to occupancy & commercial support;

• Supporting the UK lead in driving occupancy and commercial performance of the London buildings.
• Supporting relationships with institutional clients (e.g. Universities, Corporate Clients, Medical Centers) by handling their bookings, requests and day-to-day needs.
• Being the first contact for external Intermediaries and managing bookings coming from their portals.
• Managing online portals for advertising Pops.
• Responsible person for visits on site of Investors / partners / external companies.

Related to new openings & local market;

• Supporting the opening of new UK buildings (organizational coordination, inventory, apartment equipment orders and set-up of operational processes).
• Sharing on-the-ground feedback on the London market (tenant demand, pricing, competition) with the UK lead and central teams.

Related to facility management;

• Collaboration with the facility manager of City Pop and with external facility management companies (cleaning / technician).
• Planning of all cleanings and coordinating them with the cleaning company.
• Constant quality control realized by regular site inspections (Pops & common areas).
• Reporting issues related to building or Pops to technician and controlling execution.
• Following up with tenants to ensure their technical issues are resolved.
• Controlling invoices and payments.
• Ordering & re-ordering small operating equipment to Pops.