Operations Senior Manager

Iwg Plc; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Induction training

Learning & development

Career progression opportunities

Flexible employee benefits

Job summary

IWG seeks an Operations Senior Manager to support centres across the Americas with operational queries, coordinating with field teams, sales and executive leadership to ensure smooth, compliant operations.

You will own communications, oversee knowledge bases, manage vendor relationships, drive cost savings, and mentor centre teams while delivering reliable, scalable processes in a fast‑paced, global organisation.

Qualifications

• Excellent written and verbal communication, ability to consolidate messages.
• Strong analytical and problem‑solving abilities.
• Adaptable to changing requirements and updates.
• Experience managing vendor relationships with suppliers.
• Ability to manage multiple projects and prioritise workload.
• Knowledge of industry best practices in operations across multi‑site orgs.
• Experience building relationships across a matrix organisation.
• Proficient with MS Office (Excel/PowerPoint).
• Experience guiding teams that do not directly report to you.

Responsibilities

• Create and manage communications for Americas Communications.
• Write and distribute Americas Community Action.
• Update House Rules for NAM across languages.
• Maintain and improve LATAM tools (1583, FedEx, Centre Closure).
• Evaluate SME program and report on outcomes.
• Manage Account Setup Specialist program and docs.
• Liaise with FedEx, Stamps.com, USPS CMRA relations.
• Support executive escalations and health/pandemic queries.
• Coordinate Ops-related projects to grow revenue and occupancy.
• Monitor renewal performance and aging debt; assist with action plans.

Skills

Excellent communication

Analytical thinking

Problem solving

Vendor management

Project prioritisation

Cross‑functional collaboration

MS Office (Excel/PowerPoint)

Team guidance for non‑direct reports

Tools

Excel

PowerPoint

Job description

Operations Senior Manager

About IWG

IWG is the world’s largest provider of flexible workspace, with more than 5,000 locations across 120 + countries. We bring together leading brands such as Regus, Spaces, HQ and Signature, as well as digital marketplace platforms such as Instant Offices, Easy Offices and Coworker. For over 35 years, we’ve enabled organisations of every size—from start-ups and scale-ups to 83% of the Fortune 500—to work more productively, flexibly and sustainably.

Our purpose is simple: help everyone have a great day at work—while protecting people and the planet. We offer carbon‑neutral workplaces worldwide and are moving towards achieving Net Zero emissions.

In 2025, IWG delivered record system‑wide revenue of $4.5B driven by rapid expansion of our capital‑light partnership model. We set a record with over 1,000 new centre deals signed and nearly 800 openings. We are accelerating toward our long‑term ambition of 30,000 centres worldwide.

Join us-www.iwgplc.com

Job Purpose

The Operations Senior Manager will support all centres operational queries through a variety of IWG systems and encompass all aspects of running a centre. Key point of contact support for field, sales and executive leadership.

Key Responsibilities

• Create and manage communications sent from Americas Communications
• Write and distribute Americas Community Action
• House Rules updates for NAM - translating to French CAN & Spanish
• Primary contact for LATAM Tools maintenance, support, improvement: 1583 Tool, FedEx Tool, Centre Closure Tool
• Evaluate and manage Subject Matter Experts program
• Manage Account Setup Specialists program, all documents, and reporting
• Primary contact for FedEx relationship for account and collections clean-up
• Primary contact for Stamps.com relationship
• Primary contact for USPS CMRA relationship/program
• Respond to Wells Fargo Investigations
• Attend biweekly Group Ops Meetings: OpsHelp Knowledge Base review, general Ops discussions
• Managing all IWG Academy and Knowledge base articles for Ops (example: pathways, archives, etc.)
• Primary contact for support for Executive Escalations (forward to appropriate City Manager/AVP)
• Primary contact for remaining health / pandemic related questions
• Project Coordinator for other projects as assigned Growing Revenue & Occupancy
• Support customer retention initiatives and renewal performance.
• Monitor aged debt and collection performance by supporting with actions plans for overdue accounts.
• Identify and implement cost‑saving opportunities across the region.

Required Qualifications, Experience, Behaviours

• Excellent written and verbal communication skills. Writing communications, ability to take correspondence, notices, material from multiple people or departments and consolidate it to a clear message to an organization. This includes writing announcements and monthly newsletters.
• Strong analytical and problem‑solving abilities.
• Adaptable to changing requirements and business updates.
• Experience managing vendor relationships with for products or services we supply to our customers.
• Ability to manage multiple projects at the same time, meet deadlines and prioritize workload.
• Knowledgeable in IWG or similar industry best practices in operations, has delivered improvements in operating standards in a global, multi‑site business.
• Experience of building strong relationships with peers and stakeholders across a matrixed organization.
• Proficient with Excel spreadsheet, PowerPoint and other MS office software
• Experience managing processes for team members that do not report to you. This would be providing direction to a group of centre team members; e.g. the Account Set Up Specialist.

Attributes:

• Pride – pays attention to detail; takes responsibility for maintaining high standards.
• Resilient – enjoys challenges and acts as a positive role model to change; consistently demonstrates energy for fast‑paced workloads, and passion to exceed expectations.
• Influential – confident and approachable; delivers results by building strong relationships with peers to motivate and have trust in their decisions
• Self - Motivated – takes ownership and acts decisively to solve problems and deliver results. Makes every minute of everyday count.
• People – sets clear goals and expectations to work towards a required objective.

What we can do for you

You are reading the right advert if you are looking for:

• A fun, challenging, and rewarding career.
• Award-winning induction training and excellent ongoing learning and development.
• Fantastic career progression opportunities.
• Access to a comprehensive selection of flexible, personalised workplace benefits that support your mental, physical, and financial wellbeing.

Recruitment process

Ourrecruitment processis transparent and objective,because we care about your experience with us. Wewillrespondto you within a few days to let you know if youare moving to the interview stage. This usually starts with a 30‑minuteconversation with our Global Recruitment Team, giving you the chance to learn more about usand thejob.If we both feelthere’s a good fit and connection, youwillprogress through one or two further stages, depending on the level of theposition.IWG is proud to be recognised as aLeading Employer,every year since 2022.