Workplace Experience Assistant Manager

Freshfields•San Francisco, CA

19h

About The Position

The Assistant Manager, Workplace Experience supports the delivery of an exceptional workplace, hospitality, and service experience for employees, clients, and visitors in the SF/SV office. As an operational partner to the Sr. Workplace Administrator, this role independently oversees day-to-day workplace operations, coordinates service delivery across multiple functions, and ensures consistent execution of the Firm’s service standards. The Assistant Manager manages assigned projects and initiatives with minimal direction, exercises sound judgment to resolve operational issues, and identifies opportunities to improve service quality and efficiency. Working closely with the Sr. Workplace Administrator and Facilities, Hospitality, Workplace Experience, Events, and other business services teams, the Assistant Manager turns workplace priorities into action, maintains operational continuity, and coordinates across teams. When delegated, the Assistant Manager represents the Administrator in operational matters and makes decisions within established guidelines. The role leads through ownership, collaboration, and influence rather than direct staff supervision, and escalates significant matters when appropriate.

Requirements

Bachelor’s degree or equivalent combination of education and experience.
At least 7 years of relevant experience in workplace experience, hospitality, workplace operations, conference center management, facilities, or related fields.
Demonstrated experience managing vendors and service providers, setting expectations, monitoring performance, addressing deficiencies, and driving accountability.
Ability to independently oversee daily operations and lead assigned projects with minimal direction, using sound judgment about when to consult or escalate.
Exceptional communication and relationship-building skills, including the ability to engage professionally with attorneys, clients, business services professionals, vendors, and senior leadership.
Ability to influence outcomes, coordinate across functions, build consensus, and deliver results without direct reporting relationships.
Strong business judgment, problem-solving, and decision-making skills, including the ability to anticipate needs and act within established policies and delegated authority.
Strong organization, attention to detail, planning, prioritization, execution, and follow-through.
Strong financial acumen, including experience monitoring budgets, reviewing invoices, tracking expenses, and supporting financial reporting.
Experience coordinating facilities operations, building management relationships, maintenance programs, workplace projects, and office infrastructure in a corporate environment.
Discretion, professionalism, adaptability, and ability to maintain high service standards while managing competing priorities in a demanding, client-focused environment.

Nice To Haves

Experience in a law firm, professional services, financial services, or similarly high-touch corporate environment.
Experience with workplace technology platforms and service operations, including space and meeting management systems such as Eptura Engage and ticketing systems such as ServiceNow.
Familiarity with the service expectations, culture, and pace of a law firm or professional services environment.

Responsibilities

Independently oversee day-to-day workplace operations and maintain consistent service delivery for employees, clients, and visitors.
Build relationships with attorneys, business services professionals, office leadership, vendors, and internal service teams to understand needs and coordinate solutions.
Translate the Administrator’s priorities into plans, coordinate implementation, and communicate progress, risks, and outstanding issues.
Identify opportunities to improve workplace services, efficiency, and employee and client experience, and bring forward practical recommendations.
Resolve operational issues within established policies and delegated authority; escalate significant financial, operational, safety, reputational, or sensitive matters as appropriate.
Coordinate with Facilities, Hospitality, Workplace Experience, Events, and other business services teams to resolve shared issues and support business continuity and emergency preparedness.
Coordinate day-to-day service delivery across hospitality, catering, cleaning, facilities, AV, and other workplace providers; monitor service levels, contractual obligations, and applicable insurance, safety, and environmental requirements.
Address vendor service deficiencies, track corrective actions, maintain relationships with building management and service providers, and escalate recurring or material concerns.
Oversee daily reception, conference center, catering, pantry, food service, visitor experience, and meeting support operations.
Coordinate conference room readiness, visitor spaces, meeting support, and workplace utilization using Eptura Engage or a comparable space management system.
Partner with the Events Team, attorneys, business services professionals, and vendors to coordinate meetings, events, and special initiatives.
Maintain and reinforce hospitality procedures and service standards; resolve complex service issues and ensure timely follow-through.
Serve as a primary point of contact for employees and visitors in the WEST office, and draft and circulate local office communications.
Inspect conference rooms, reception and hospitality areas, common and visitor spaces, workplace amenities, and back-of-house operations for readiness, functionality, cleanliness, and presentation.
Coordinate facilities activities, maintenance requests, service levels, corrective actions, and follow-through on outstanding concerns.
Lead assigned workplace projects, office improvements, space planning initiatives, and operational enhancements from planning through implementation.
Coordinate office moves, space changes, and infrastructure improvements with internal teams, building management, and service providers to minimize disruption.
Support workplace technology and service operations, including space and meeting management platforms and ticketing systems such as ServiceNow; coordinate with technical teams to resolve issues and improve service delivery.
Track open facilities issues, project milestones, and vendor commitments, escalating delays or risks that may affect operations.
Monitor workplace expenses and contribute to budget planning and forecasting by providing expense information, identifying trends, and communicating potential variances.
Review vendor invoices, resolve discrepancies, track expenditures, and route invoices for approval under established controls and delegated authority.
Maintain accurate operational records, service metrics, vendor documentation, reports, purchasing activity, and financial transaction records.
Monitor service activity, workplace utilization, and operating expenses to identify trends, support resource planning, and recommend improvements.