Community Manager

The Instant Group; Durham (NC); On-site; USD 62,000 - 72,000; Full time

Job summary

The Instant Group is seeking a Community Manager to oversee operational delivery and client relationships at a Downtown Durham site. You will manage facilities, workplace services, and the commercial performance while embedding the client’s values and delivering a premium service experience.

You will collaborate with vendors, manage incident responses, produce regular reports, and ensure EH&S compliance. The role requires hands-on leadership and a proactive, service-oriented mindset to support

Qualifications

• Hospitality background preferred.
• Facilities management experience required.
• Experience in managing effective relationships with outsourced suppliers.
• Incident/safety management experience preferred.
• Experience creating operational reports for external stakeholders; Excel and PowerPoint required.
• Excellent attention to detail, highly organized, multi-tasker.
• Experience with financial and accounting systems is preferred.
• Aligned with teamwork and accountability.
• Strong communication and client management skills.

Responsibilities

• Be on-site five days per week in Downtown Durham.
• Deliver a full-service operation that feels like a 5-star hotel experience.
• Create a welcoming and collaborative workplace through proactive management and stakeholder relationships.
• Proactively ensure the workplace is fully operational and processes run smoothly.
• Retain talent with an inclusive, vibrant office and excellent service.
• Ensure all facilities services are delivered to specification and costs are controlled.
• Build relationships with outsources, suppliers and client teams.
• Manage landlord services and third-party/tenant relationships; oversee service charges.
• Support incident management and provide clear handover notes.
• Provide monthly/quarterly internal and external reporting.
• Process invoices and purchase orders.
• Oversee commercial activity, assess costs and seek approval for recharges.
• Ensure EH&S compliance and regulatory adherence.
• Order items for client use and Instant use.
• Log helpdesk jobs and provide proactive reporting.
• Liaise with suppliers and the broader outsourced team.
• Conduct quality checks and ensure customer satisfaction.
• Support employee journey and delivery services.
• Organize company-wide events and town halls.

Skills

Hospitality

Facilities mgmt

Vendor mgmt

Incident mgmt

Excel

PowerPoint

MS Office

Finance systems

Attention to detail

Communication

Calm under pressure

Tools

Excel

PowerPoint

Finance systems

Accounting systems

MS Office

Job description

The Role

This role is responsible for managing all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client’s satisfaction and service experience, and their commercial performance. You will become the heartbeat of the office, living and breathing the client’s core values, and striving to achieve their mission throughout the office.

• Be on-site five days per week in Downtown Durham.
• Occasional weekend, after, or before normal business hours work.
• Delivering a full-service operation that feels like a 5-star hotel experience.
• Creating a welcoming and collaborative workplace through proactive management and by building an outstanding relationship with all key stakeholders.
• Proactively ensuring the workplace is fully operational, and processes are running smoothly.
• Retaining talent through an office environment that is inclusive, vibrant, and has excellent service.
• Ensuring all hard and soft facilities services are delivered to specification and planned / reactive activities meet SLEs and agreed process, cost, and reporting requirements. Making interventions as required.
• Creating excellent relationships with outsources or client’s suppliers, driving performance, communication, and motivation.
• Managing landlord services and third party / tenant relationships, ensuring service charge obligations are met.
• Supporting incident management: taking ownership for client communication, services providers’ response, and any incident reports / handover notes.
• Providing accurate and useful monthly / quarterly internal / external reporting.
• Process invoices and Purchase Orders.
• Responsibility for commercial activity on your portfolio: reviewing and scrutinising costs, assessing value, need, and priority. Seeking approval from clients for recharges with confidence and understanding.
• Ensuring adherence to all regulatory compliance and EH&S requirements.
• Ordering items for client use and Instant use.
• Logging helpdesk jobs and providing reactive and planned reporting - ensuring follow up and proactive management of jobs.
• Liaising with suppliers and members of the broader outsourced team including cleaning and maintenance teams.
• Undertaking regular quality checks / audits and ensuring customer satisfaction.
• Any other ad hoc duties required supporting the employee journey and delivery services.
• Event management: you will play a key role in supporting and organizing companywide events and townhalls.

Community Manager_ Workspace Services

The Role

This role is responsible for managing all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client’s satisfaction and service experience, and their commercial performance. You will become the heartbeat of the office, living and breathing the client’s core values, and striving to achieve their mission throughout the office.

What will you be doing?

• Be on-site five days per week in Downtown Durham.
• Occasional weekend, after, or before normal business hours work.
• Delivering a full-service operation that feels like a 5-star hotel experience.
• Creating a welcoming and collaborative workplace through proactive management and by building an outstanding relationship with all key stakeholders.
• Proactively ensuring the workplace is fully operational, and processes are running smoothly.
• Retaining talent through an office environment that is inclusive, vibrant, and has excellent service.
• Ensuring all hard and soft facilities services are delivered to specification and planned / reactive activities meet SLEs and agreed process, cost, and reporting requirements. Making interventions as required.
• Creating excellent relationships with outsources or client’s suppliers, driving performance, communication, and motivation.
• Managing landlord services and third party / tenant relationships, ensuring service charge obligations are met.
• Supporting incident management: taking ownership for client communication, services providers’ response, and any incident reports / handover notes.
• Providing accurate and useful monthly / quarterly internal / external reporting.
• Process invoices and Purchase Orders.
• Responsibility for commercial activity on your portfolio: reviewing and scrutinising costs, assessing value, need, and priority. Seeking approval from clients for recharges with confidence and understanding.
• Ensuring adherence to all regulatory compliance and EH&S requirements.
• Ordering items for client use and Instant use.
• Logging helpdesk jobs and providing reactive and planned reporting - ensuring follow up and proactive management of jobs.
• Liaising with suppliers and members of the broader outsourced team including cleaning and maintenance teams.
• Undertaking regular quality checks / audits and ensuring customer satisfaction.
• Any other ad hoc duties required supporting the employee journey and delivery services.
• Event management: you will play a key role in supporting and organizing companywide events and townhalls.

Required Skills, Experience & Qualifications

• Experience with hospitality background is preferred.
• Experience with facilities management is required.
• Experience in managing effective and positive relationships with outsourced suppliers.
• Previous incident/safety management experience would be preferred.
• Experience creating operational reports for external stakeholders: experience in Excel and Power Point are required.
• Excellent attention to detail, highly organized, multi-tasker
• Experience with finance systems is preferred.
• Self-motivated and driven with a “yes” mentality: keen to drive improvement.
• You must be able to stay calm and enact a detailed plan in the event of an emergency.
• Solid business acumen is required.
• Excellent Microsoft suite skills is required.
• Experience with financial and accounting systems.
• Aligned with the following: play to win, help each other grow, solve it together, own your outcome.
• A natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
• Superior client management skills, with an awareness of account management principles.

An enthusiastic, personal, and proactive approach to service delivery and customer satisfaction.

Rate: $62k-$72K/Annually