Social impact, Social innovation

Position: Manager, Operations & Business Development
Organization: Impact Hub Ottawa
Location: Predominantly Onsite downtown Ottawa - limited work from a home office

• Type: Full-Time Employee
• Hours - 8-hour shifts between 8:00 am and 6:00 pm with occasional evenings and weekends

What is Impact Hub Ottawa?

Established in 2012, Impact Hub Ottawa (IHO) is a coworking space located in the heart of downtown Ottawa dedicated to serving change-maker entrepreneurs, businesses, and working professionals seeking a community of like-minded individuals who drive impact and positive change. IHO offers offices and desks, meeting and event spaces, ongoing learning events, and networking opportunities. Members are entitled to perks including free consulting with the growing team of expert coach mentors, and free quality teas and coffee. IHO also has dedicated programs such as Compassionate Co-Working that support cohorts of entrepreneurs via skills development and networking. IHO is the only Canadian member of the Global Hub Network.

Position Overview

The Manager of Operations & Business Development’s (the Manager) main role is to ensure that Impact Hub Ottawa’s (IHO) co-working and event space is operating at optimum efficiency, day-to-day processes and systems are running smoothly, and members' needs and concerns are addressed. The core business centres on the space: booking of meeting spaces and business and after-hour events, ensuring members' desks and office spaces have the tech and IT they need, and managing the CRM platform (Nexedus) that is the primary online tool for bookings and memberships.

Working closely with, and reporting directly to the Executive Director, the Manager will also implement strategies to attract new business opportunities across events, programming and memberships.

The Manager manages space rental coordination and administration and oversees the IHO’s programmatic activities logistically and operationally. Their attention is on the flow of people and events, and the experiences of all members, external visitors, and space rental clients. The Manager will continuously improve processes for the recruitment, onboarding and experience of members and guests; ensure IHO is inclusive and supportive, and implement the right processes to enhance IHO’s brand as well as its financial, operational and team practices. This position requires regular weekly on-site, in-person worktime.

The Manager is highly organized and committed to ongoing learning and innovation in how spaces facilitate great working conditions, connection, and collaboration. Inquisitive with a continuous improvement mindset, they see challenges as opportunities to listen, think boldly, and believe that a well-thought-out strategy leads to plans that can have transformational results for IHO and its community.

Responsibilities include, but are not limited to the following:

Member and Community Management

• Manage the administration and experience of members and guests
• Responsible for the management of space rental bookings, client negotiations and tenant agreements managed via our Nexedus CRM platform, and IHO channels
• Lead coworking and dedicated space member recruitment, onboarding and offboarding
• Maintain the front-end and back-end of the bookings and member management system
• Support the team with the coordination and hosting of our own virtual, hybrid and in-person events, workshops and programs
• Welcome and host members and guests, provide tours, answer questions, help with troubleshooting and encourage engagement among members

Facility Management

The current facility includes two floors in a commercial building located at 123 Slater Street. The space includes a variety of room sizes, open spaces, and kitchenette areas. The Manager will:

• Support the team with opening and closing responsibilities and the general upkeep of the coworking and meeting spaces
• Manage inventory and liaise with vendors to purchase supplies and procure services
• Ensure the facilities, infrastructure, and IT are well-maintained
• Manages ongoing relationship with landlord and building maintenance staff
• Plays a key role in ensuring lease renewals or new space lease contracts meet IHO’s business plan priorities
• Oversee and implement fob, key and security system logistics and processes
• Develop a technology strategy and plan for adopting, purchasing and installing new technology, tools and equipment when needed
• Work closely with other staff managing after-hours events and meetings to ensure there is building access for clients

Financial & Sales

• Be the primary point of contact for clients and members’ business transactions and accounts, liaising with IHO’s bookkeeper on a regular basis
• Provide regular financial reports to support monthly reconciliation, annual audits, and quarterly board reporting, or as reports are requested
• Produce regular analytic reports to inform marketing and sales, and quarterly and annual growth plans
• Oversee accounts receivable to ensure the timely receipt of outstanding payments
• Assist in managing operational budgets and provide progress updates and reports as needed
• Contribute regularly to marketing and promotions via social media, IHO website pages, and promotional materials

Data & Business Strategy

• Produce monthly bookings and membership usage reports segmented to reveal trends, areas for sales growth or a pivot in marketing/sales strategy
• Interpret data findings in non-technical reports presented regularly to the team, and at the Board of Directors’ quarterly meetings.
• Lead marketing and sales strategies and implementation plans that are data-driven with clear key performance indicators for revenue growth.
• Play a key role in future business strategy, working closely with the senior management team

Human Resources and Team Culture

• Be a key part of the IHO team, attending and contributing to weekly and monthly meetings and planning across departments and activities
• Provide the team monthly updates on sales and business activities, and ensure they are informed in advance of pending changes (i.e., memberships, office rentals)
• Manage the staffing schedule for hosting the space, including after-hours events
• Ensure the staff/volunteers on duty are onboarded properly and can speak confidently to clients and visitors about IHO pricing, memberships, programs, services and relevant policies
• Recruit, train and retain volunteers who may assume a range of tasks from managing the IHO front desk, and day and after-hour event hosts
• Support the ongoing development and review of policies and organizational structures that create inclusive and supportive workspaces
• Craft and manage job postings, hiring, and employment agreements for staff that report directly to the Manager
• Lead the onboarding and offboarding of the Manager’s direct reports
• Collaborate with team members to advance the IHO brand by embracing its mission, values, and commitment to a purposeful, respectful, and productive team culture

Administration

• Oversee daily management of inbound communication channels for the space: bookings, general inquiries, Slack channels, etc.
• Complete necessary reporting requirements and analytics to inform the team, identify opportunities and share with stakeholders
• Maintain and organize all operations data, records and files
• Provide administrative, meeting or support services to the Executive Director and Board of Directors as needed
• Maintain, update, and communicate relevant IHO policies and agreements
• Ensure compliance with Impact Hub Global standards, protocols, and reporting requirements
• Other duties as needed and directed by the Executive Director

Required Skills

• High degree of comfort managing office and meeting spaces for multiple clients and activities
• Very experienced in the daily use of CRM platforms and able to produce data analytics reports
• Highly organized and able to adapt to a fast-paced environment requiring quick decision-making
• Excellent interpersonal and communication skills, and enjoys helping others
• A firm understanding of budgets, sales/growth strategies, and financial forecasting

Additional

• Experience in the co-working space
• Has values aligned with IHO’s mission as a social impact not-for-profit organization
• Has familiarity with the Ottawa commercial real estate sector and building management
• Has experience as an entrepreneur
• Comfortable with AI applications, Slack, Google Drive, JotForm,
• Bilingual - French language

Other:

Compensation: IHO offers a benefits package and 12 personal days per year, and is exploring additional employee benefits.

Starting Salary Band: $58,000 - $70,000

To Apply:

Cover letters are REQUIRED with your application to be considered.

Send your cover letter and CV to careers@hubottawa.org with ‘Manager Position’ in the subject line.

Please mention you saw this at rcen.ca or goodwork.ca.

Deadline: This position will remain open until the best candidate is recruited