General Manager - NYC

Industrious•New York, NY

6d•$120,000 - $135,000

About The Position

The General Manager of Industrious’ New York City market manages the daily operations of 5–10 locations and sets the market’s strategic direction. The role oversees hospitality and operations staff and is responsible for customer experience, sales, and operational excellence. The General Manager reports to a Regional Director and oversees a team of 5–8 Assistant General Managers, Member Experience Managers, and Member Experience Associates, while managing a broader workforce across the market. The position has full ownership of the market’s P&L, with success measured in part by Unit EBITDA and NPS. The General Manager manages locally based Area Sales Leads, handles the market’s most complex deals, and launches new locations as the market expands. They coach teams to deliver excellent hospitality and work with Facilities and Member Tech partners to provide a strong member experience.

Requirements

Proven success in multi-unit management.
Experience leading teams of 10 or more to deliver exceptional results.
Experience with P&L management and a proven track record of developing strategies that improve P&L performance.
Experience managing sales teams in an in-person, direct-to-customer environment.
Experience in high-touch service environments and a record of consistently delivering excellent customer experiences.

Responsibilities

Manage the daily operations of 5–10 locations in the New York City market.
Set the strategic direction of the market and drive customer experience, sales, and operational excellence.
Hire, coach, develop, inspire, and engage a high-performance team, and address performance issues when needed.
Oversee a team of Assistant General Managers, Member Experience Managers, and Member Experience Associates.
Own the market’s P&L, analyze performance data, identify trends and issues, and take action to maximize profitability.
Develop the commercial acumen and business understanding of the team.
Manage locally based Area Sales Leads and oversee the end-to-end sales process and pipeline.
Handle the market’s most complex sales deals and launch new locations as the market expands.
Coach the sales team to improve sales skills and outcomes.
Coach and inspire the front-line team to deliver excellent hospitality and member experiences.
Partner with Facilities and Member Tech to deliver a high-quality member experience.