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About the Role
The Workplace Experience Manager - Service Standards & Training is responsible for advancing operational excellence across Workplace Experience through the development of service standards, training programs, operational practices, and capability-building initiatives. This role promotes consistent service delivery across offices, balancing global standards with local business needs.
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
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
Skills
- Workplace experience
- Luxury hospitality
- Service excellence
- Operations
- Learning and development
- Instructional design
- Technology enablement
- Written communication development
- Service standards development
- Operating procedures development
- Quality programs development
- Operational resources development
- Continuous improvement initiatives
- Practical, scalable learning experiences design
- Adult learning methodologies
- AI
- Knowledge management
- Instructional design practices
- Workplace technologies
- Service management platforms
- Knowledge management systems
- Learning technologies
Location
- New York
Work Type
- Hybrid
- In-office
Experience Level
- MidSenior
- 5+ years
Education Level
- Bachelor's degree or equivalent
Salary/Compensations
- USD $150,000.00 - USD $175,000.00 /Yr.
Benefits
- Healthcare, life and disability insurance
- A generous 401k plan
- At least 11 paid holidays per year
- 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
About the Company
- Latham & Watkins is one of the world’s leading global law firms advising the businesses and institutions that drive the global economy.
- We are the market leaders in major financial and business centers around the world.
- Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture.
- If you aspire to be the best, and work with the best, this is where you belong.
Equal Opportunity
- Latham & Watkins is an equal opportunity employer.
- The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), color, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.