Workplace Experience Manager - Service Standards & Training

Latham & Watkins LLP • New York, NY

5d • $150,000 - $175,000 • Hybrid

About The Position

The Workplace Experience Manager - Service Standards & Training is an integral part of Latham’s Work Experience team. This role will be responsible for advancing operational excellence across Workplace Experience through the development of service standards, training programs, operational practices, and capability-building initiatives that promote consistent service delivery across offices, while balancing global standards with local business needs. This role will be located in our New York office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Requirements

• A bachelor’s degree or equivalent
• A background in communications, English, journalism, instructional design, education, or a related discipline that demonstrates exceptional written communication development skills
• A minimum of five (5) years of experience in workplace experience, luxury hospitality, service excellence, operations, learning and development, instructional design, technology enablement, or a related field
• Experience developing service standards, operating procedures, quality programs, or operational improvement initiatives
• Experience designing and delivering technical, systems, operational, or professional development training
• Experience supporting technology adoption, business process change, or operational transformation initiatives
• Experience in luxury hospitality, private clubs, premium service environments, professional services firms, or other high-touch service organizations
• Experience with workplace technologies, service management platforms, knowledge management systems, learning technologies, or AI-enabled solutions

Nice To Haves

• Demonstrate knowledge of workplace experience, luxury hospitality, service excellence, operations, learning and development, instructional design, technology enablement, or related disciplines
• Possess the ability to develop service standards, operating procedures, quality programs, operational resources, and continuous improvement initiatives that support consistent service delivery
• Display the ability to design and deliver practical, scalable learning experiences using instructional design principles and adult learning methodologies

Responsibilities

• Designing, developing, and delivering onboarding, technical, systems, operational, and professional development programs, including role-based learning pathways, competency frameworks, trainer enablement, and train-the-trainer initiatives
• Conducting operational reviews, service assessments, and quality audits to evaluate adherence to Workplace Experience standards and procedures; identifying trends, risks, root causes, and improvement opportunities
• Partnering with Workplace Experience leaders and managers to define service expectations, performance measures, operational indicators of success, and reporting insights that support informed decision-making
• Leveraging technology, AI, knowledge management, and instructional design practices to improve learning, adoption, operating practices, and operational effectiveness
• Protecting and maintaining any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains

Benefits

• Healthcare, life and disability insurance
• A generous 401k plan
• At least 11 paid holidays per year, and a PTO program that accrues 23 days during the first year of employment and grows with tenure
• Well-being programs (e.g. mental health services, mindfulness and resiliency, medical resources, well-being events, and more)
• Professional development programs
• Employee discounts
• Affinity groups, networks, and coalitions for lawyers and staff

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level