Workplace Experience Manager, DC

Freshfields Bruckhaus Deringer • Washington, DC

2d • Onsite

About The Position

Freshfields is a major global law firm providing high-quality corporate legal services. The Workplace Experience Manager, DC is a crucial part of the Workplace Experience Team, dedicated to creating an outstanding workplace, hospitality, and service environment for employees, clients, and visitors at Freshfields’ Washington, DC office. This role demands a strategic and hands-on leader capable of assessing needs, developing solutions, and executing them with minimal supervision, all while upholding the highest service and professional standards. As the operational lead for workplace planning, execution, and improvement, the Manager will oversee hospitality programs, conference center operations, facilities management, vendor relations, food services, workplace technology coordination, employee experience initiatives, space planning, and office projects. Success hinges on exceptional planning, strong relationship-building, and the ability to anticipate business needs. The Manager will proactively identify opportunities to enhance the workplace experience, devise practical solutions, and manage initiatives from inception to completion in alignment with the firm’s strategic goals. The ideal candidate will frequently interact with attorneys, business services professionals, office leadership, and external partners, fostering trusted relationships to understand stakeholder needs and translate feedback into actionable improvements. This individual must possess the judgment, confidence, and executive presence to represent Workplace Experience leadership, influence decisions, and make sound choices. The successful candidate is highly organized, forward-thinking, and adept at balancing strategic planning with hands-on execution in a dynamic setting. They are a proactive problem-solver who takes ownership, drives accountability, and consistently achieves results while improving the overall workplace experience.

Requirements

• Bachelor’s degree (or equivalent combination of education and experience) required.
• Minimum of 7 years of experience in workplace experience, hospitality, workplace operations, conference center management, facilities, or related fields, preferably within a law firm, professional services, financial services, or similarly high-touch corporate environment.
• Demonstrated experience managing vendors and service providers, with a proven ability to establish expectations, drive accountability, and deliver results.
• Proven ability to independently manage complex operations, projects, and initiatives from planning through execution with minimal oversight.
• Exceptional communication and relationship-building skills, with the ability to build credibility and engage confidently with attorneys, clients, business services professionals, vendors, and senior leadership.
• Demonstrated ability to influence stakeholders, build consensus, and drive outcomes across multiple teams and functions.
• Strong business judgment and decision-making skills, with the ability to anticipate needs, solve problems proactively, and operate effectively with minimal direction.
• Highly organized, detail-oriented, and proactive, with exceptional planning, prioritization, execution, and follow-through capabilities.
• Strong financial acumen, including experience managing budgets, reviewing invoices, tracking expenses, and supporting financial reporting.
• Experience overseeing facilities operations, building management relationships, maintenance programs, workplace projects, and office infrastructure within a corporate environment.

Nice To Haves

• Experience managing workplace technology platforms and service operations, including space and meeting management systems (e.g., Eptura Engage) and ticketing systems (e.g., ServiceNow) preferred.
• Familiarity with the unique service expectations, culture, and pace of a law firm or professional services environment strongly preferred.

Responsibilities

• Serve as the operational leader for Workplace Experience services within the DC office, ensuring an exceptional experience for employees, clients, and visitors.
• Build strong relationships with attorneys, business services professionals, office leadership, and vendors to understand evolving needs and drive continuous improvement.
• Anticipate workplace needs, identify opportunities to enhance services, improve operational efficiency, and elevate the overall workplace experience.
• Exercise sound judgment and decision-making authority in managing day-to-day operations, resolving issues, and implementing solutions aligned with firm objectives.
• Manage daily operations across reception, conference center, catering, pantry, food service, visitor experience, and meeting support.
• Oversee conference room operations, visitor spaces, and workplace utilization using Eptura Engage (or similar space management system).
• Partner with the Events Team, attorneys, business services professionals, and vendors to plan and execute meetings, events, and special initiatives.
• Develop and implement service standards, procedures, and best practices for hospitality and conference center operations.
• Resolve complex service issues and ensure timely follow-through on requests and commitments.
• Serve as a primary point of contact for employees and visitors of the DC office.
• Draft and circulate local office communications.
• Manage relationships with hospitality, catering, cleaning, facilities, AV, and other workplace service providers, establishing service expectations, monitoring performance, and holding vendors accountable for delivering exceptional results and continuous improvement.
• Oversee day-to-day facilities operations, ensuring the office remains safe, functional, and maintained to the highest standards.
• Lead workplace projects, office improvements, space planning initiatives, and operational enhancements from planning through implementation, ensuring timely execution and successful outcomes.
• Serve as the primary liaison with building management, engineering teams, and facilities vendors to address operational needs and resolve issues.
• Conduct regular audits of conference rooms, common areas, office space, visitor spaces, hospitality areas, workplace amenities, and back-of-house operations to ensure readiness, quality, functionality, and presentation standards.
• Manage maintenance requests, monitor service levels, and ensure timely resolution of facilities-related concerns.
• Partner with vendors to identify opportunities for service enhancements and operational improvements.
• Ensure vendor compliance with contractual, insurance, safety, and environmental requirements.
• Support business continuity, emergency preparedness, and office response planning.
• Monitor workplace-related expenses and assist with budget planning and forecasting.
• Review and approve vendor invoices, track expenditures, and ensure accurate financial reporting.
• Maintain operational records, metrics, and reporting to support informed decision-making.

Benefits

• Freshfields US LLP is proud to be an equal employment employer.
• Our policies and practices will be free from unlawful discrimination based upon race, color, ethnicity, religion, creed, sex (including pregnancy, childbirth or related medical conditions), national origin, citizenship, immigration status, ancestry, age, marital status, protected veteran status, military service, disability, medical condition, genetic information, sexual orientation, gender identity, or any basis prohibited under federal, state or local law.
• We strive to promote an atmosphere that encourages equal opportunities and prohibits discriminatory practices, including sexual harassment.
• Freshfields US LLP is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.
• If you have any difficulty using our online system and you need an accommodation due to a disability, you may use the alternative email address below to contact us about your interest in employment at [email protected] , or you can send your resume to [email protected] , or you can call us at [phone].

What This Job Offers

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