Community Manager

The Instant Group; Portland (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

The Instant Group is seeking an On-site Operations Manager to oversee all facilities and workplace services for a client site in Portland, OR. You will drive service excellence, manage relationships with suppliers, and ensure cost control and compliance while delivering a world-class 5-star service experience.

Responsibilities include on-site leadership, reporting, incident handling, and coordination of events and stakeholder communications to support the client’s mission and satisfaction.

Qualifications

• Hospitality background preferred.
• Experience managing relationships with outsourced suppliers.
• Incident/safety management experience preferred.
• Experience creating operational reports for external stakeholders; Excel and PowerPoint are required.
• Excellent attention to detail; highly organized and able to multitask.
• Finance systems experience preferred.
• Ability to stay calm and act during emergencies.
• Solid business acumen and client-focused mindset.
• Excellent Microsoft Office suite skills.
• Aligned with company values and collaboration principles.

Responsibilities

• Be on-site five days per week in Portland, Oregon.
• Manage all aspects of operational delivery and client relationships.
• Develop and maintain relationships with outsourced suppliers and vendors.
• Provide monthly/quarterly reporting to clients and stakeholders.
• Oversee commercial activity on the portfolio and cost reviews.
• Ensure regulatory compliance and EH&S requirements are met.
• Log helpdesk tickets and drive proactive follow-up.
• Coordinate event management for company-wide events and townhalls.
• Support incident management and handover notes as needed.

Skills

Hospitality experience

Stakeholder management

Incident management

Attention to detail

Calm under pressure

Business acumen

Interpersonal skills

Client relationship mgmt

Communication

Tools

Excel

PowerPoint

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.

• 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.
• 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.
  

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 Portland, Oregon
• 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.
• 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 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.
• 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.