Senior Office Services Account Manager
About The Position
The Senior Office Services Account Manager is a hands-on operations and people leader overseeing a multi-service team that delivers corporate hospitality, workplace, and business support services in a fast-paced law firm environment. The role leads hospitality functions such as reception, conference and meeting room management, catering, events, and visitor experience, while also overseeing office operations, service delivery, budgeting, reporting, workflow, and team development. The position serves as a trusted partner to firm leadership and is accountable for client relationships and an excellent experience for attorneys, guests, and office personnel. It requires experience leading client-facing hospitality or workplace services teams, managing operational performance and financial accountability, including P&L oversight, month-end reporting, budgeting, and service-level delivery. The role partners with Office Administration, Office Management, and HR stakeholders to maintain seamless operations, high service standards, and client satisfaction. The role is based fully onsite in Century City, Los Angeles, with travel to San Francisco’s Financial District required up to 5%. The schedule is 40 hours per week, Monday through Friday, 8 a.m. to 5 p.m., with a 60-minute lunch; some flexibility is required.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 6 years of experience leading hospitality, workplace experience, reprographics, office services, facilities, or reception in a law firm or banking environment, including people leadership, operational performance, and service excellence.
- Demonstrated success implementing solutions that resolve poor client, service, or contract performance or difficult situations, or improve or sustain satisfactory contract performance.
- Excellent client service skills and a service-minded approach.
- Experience delivering and managing complex or multi-service client solutions.
- At least 4 years of successful financial management, including day-to-day and strategic decisions affecting P&L.
- Ability to make independent financial decisions within the scope of responsibility.
- At least 4 years of people management experience supporting the employee lifecycle from onboarding through offboarding, with experience using manager self-service systems and working with centralized HR functions.
- Ability to foster a high-performance, continuously improving team culture focused on learning, quality, and client satisfaction.
- Attention to detail and demonstrated organizational skills.
- Ability to meet deadlines and complete projects on time.
- Ability to handle sensitive or confidential documents and information.
- Ability to make independent decisions consistent with business needs and policy.
- Ability to interact effectively with people from diverse and multifunctional backgrounds.
- Ability to work in a fast-paced environment.
- Self-motivated, positive, can-do attitude.
- Intermediate to expert Microsoft Office skills.
- Ability to travel up to 5%.
Responsibilities
- Oversee contracted operations to meet client and contract requirements while addressing employee needs.
- Lead the full employee lifecycle for direct and indirect reports, including interviewing and hiring, onboarding, training, development, performance management, succession planning, and offboarding.
- Ensure employees understand and comply with company and client policies, service-level agreements, and quality expectations; use corrective action when necessary.
- Communicate consistently with employees through team and individual meetings to clarify expectations and discuss performance, progress, and development.
- Promote cross-training and teamwork to optimize client service delivery.
- Establish and sustain quality service delivery through standard operating procedures, account planning, and agreed-upon metrics and goals.
- Ensure the team implements and uses Engage according to best practices; understand its data inputs and outputs, and use its reporting to manage client reporting, workflow, quality, and performance.
- Drive continuous improvement, keep the client and manager informed of significant or potential issues, propose preventive solutions, and resolve client escalations promptly.
- Manage staffing and workflow volumes, using workflow data to justify headcount and allocate resources by shift or service line.
- Review monthly P&L and submit required changes to the financial analyst.
- Review labor allocations and manage overtime and time off to avoid non-billable charges.
- Create and distribute monthly invoices in accordance with contract requirements.
- Participate in budgeting and manage operational processes to established timelines and budgets.
- Manage client relationships and maintain high customer satisfaction.
- Prepare and present monthly Client Service Reviews, discuss process-improvement ideas, and support informed client decisions.
- Solicit client feedback regularly.
- Educate clients about existing and available Williams Lea services and how they may support the client’s business.
- Identify account-growth and new-service opportunities and solutions to client challenges; escalate opportunities to the manager.
- Participate in or lead due diligence and implementation of people, process, and technology for new business within client accounts, and participate on other or new accounts.
- Follow Williams Lea policies and client-site policies.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- Disability insurance
- 401(k) with company match
- Life insurance
- Voluntary supplemental insurance coverages
- Parental leave
- Adoption assistance
- Tuition assistance
- Employer and partner discounts
- Potential participation in a bonus, commission, or incentive program, depending on the role
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What This Job Offers
Job Type
Full-time
Career Level
Senior
