Workplace Experience Manager - Service Standards & Training

Latham & Watkins LLP • New York, NY

4d • $150,000 - $175,000 • Hybrid

About The Position

Latham & Watkins is seeking a Workplace Experience Manager - Service Standards & Training to advance operational excellence within their Work Experience team. This role will focus on developing service standards, training programs, operational practices, and capability-building initiatives to ensure consistent service delivery across global offices, while also accommodating local business needs. The position is based in the New York office and may offer a hybrid working schedule.

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
• 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
• Total compensation package with bonuses awarded in recognition of both individual and firm performance.

What This Job Offers

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