Workplace Experience Manager - 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

About Latham & Watkins

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.

About the Role

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 ourNew Yorkoffice. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Responsibilities & Qualifications

Other key responsibilities include:

• 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

We’d love to hear from you if you:

• 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

And have:

• 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

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• 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

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.

Pay Range

USD $150,000.00 - USD $175,000.00 /Yr.