Workplace Experience Lead: Service Standards & Training

Latham & Watkins LLP; New York; Hybrid; USD 150,000 - 175,000; Full time

Benefits offered by this job

Healthcare insurance

401k plan

At least 11 paid holidays per year, 23

PTO accrual with tenure

Well-being programs

Professional development programs

Employee discounts

Affinity groups, networks, and coalit

Job summary

Latham & Watkins LLP in New York is seeking a Workplace Experience Manager to elevate service standards, design training programs, and drive operational excellence across offices. The role balances global standards with local business needs and may offer a hybrid schedule.

You will develop onboarding paths, conduct audits, define performance metrics, and leverage technology including knowledge management and AI-enabled tools to improve learning and client service while protecting confidential

Qualifications

• Bachelor’s degree or equivalent.
• 5+ years in workplace experience or related fields.
• Experience designing service standards and operating procedures.
• Experience delivering scalable training and instructional design.
• Experience with technology adoption and process change.
• Experience in luxury hospitality or high-touch service environments.
• Familiarity with knowledge management and AI-enabled learning tools.

Responsibilities

• Design and deliver onboarding, training, and professional development programs.
• Conduct operational reviews and quality audits to ensure standards.
• Partner with leaders to define service expectations and success metrics.
• Leverage technology and AI to improve learning and operational effectiveness.
• Protect confidential and privileged information.

Skills

Workplace experience

Luxury hospitality

Service excellence

Operations

Learning and development

Instructional design

Technology enablement

Education

Bachelor's degree or equivalent

Tools

Learning management systems

Knowledge management systems

AI-enabled learning tools

Service management platforms

Learning technologies

Job description

Latham & Watkins LLP in New York is seeking a Workplace Experience Manager to elevate service standards, design training programs, and drive operational excellence across offices. The role balances global standards with local business needs and may offer a hybrid schedule.

You will develop onboarding paths, conduct audits, define performance metrics, and leverage technology including knowledge management and AI-enabled tools to improve learning and client service while protecting confidential