Workplace Experience Manager - Service Standards & Training

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.

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 York office.

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

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

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…