On-site Facilities & Client Experience 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 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