Workplace Experience Manager – Service Standards, Training

🕒 July 27

🏢🏡 New York City – Hybrid

💵 $150k - $175k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Latham & Watkins

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1934

🤝 B2B

💸 Finance

⚖️ Legal

B2B • Finance • Legal

Latham & Watkins is a leading global law firm renowned for its expertise in transactional, litigation, and regulatory practices. With a strong focus on innovation, the firm serves a diverse range of industries, providing comprehensive legal solutions to complex business challenges. Known for its pro bono work and commitment to community service, Latham & Watkins also emphasizes environmental sustainability as part of its corporate citizenship initiatives.

📋 Description

• 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

• 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 • 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

• 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