Workplace Experience Manager, DC

Overview of the Function Freshfields is a major global law firm, providing corporate legal services of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,800 lawyers in 33 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions, and governments.

The Workplace Experience Manager, DC is a key member of the Workplace Experience Team responsible for delivering an exceptional workplace, hospitality, and service experience for employees, clients, and visitors in Freshfields’ Washington, DC office. This role requires a strategic and hands‑on leader who can independently assess needs, develop solutions, and drive execution with minimal direction while maintaining the highest standards of service and professionalism.

As the operational leader responsible for the planning, execution, and continuous improvement of the workplace, the Workplace Experience Manager oversees hospitality programming, conference center operations, facilities management, vendor management, food service offerings, workplace technology coordination, employee experience initiatives, space planning, and office projects. Success in this role requires exceptional planning, strong relationship‑building skills, and the ability to anticipate evolving business needs.

The Manager will proactively identify opportunities to enhance the workplace experience, develop practical solutions, and drive initiatives from concept through completion in support of the firm’s strategic objectives. The ideal candidate will regularly engage with attorneys, business services professionals, office leadership, and external partners, building trusted relationships to understand stakeholder needs and translate feedback into meaningful action. This individual must possess the judgment, confidence, and executive presence to represent Workplace Experience leadership, influence outcomes, and make sound decisions.

The successful candidate is highly organized, forward‑thinking, and able to balance strategic planning with hands‑on execution in a fast‑paced environment. They are a proactive problem solver who takes ownership, drives accountability, and consistently delivers results while enhancing the overall workplace experience.

Workplace Experience Leadership 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…