Bachelor's degree or equivalent in communications, English, journalism, instructional design, education, or related fields.
Minimum of five (5) years experience in workplace experience, luxury hospitality, or related fields.
Proven ability to develop service standards and continuous improvement initiatives.
Skilled in designing and delivering scalable learning experiences using instructional design principles.
Experience with workplace technologies and AI-enabled solutions.
Responsibilities
Design and deliver onboarding and professional development programs.
Conduct operational reviews and service assessments to ensure adherence to standards.
Partner with leaders to establish service expectations and performance measures.
Utilize technology and instructional design to enhance operational effectiveness.
Protect and maintain sensitive information.
Benefits
Comprehensive healthcare, life, and disability insurance.
Generous 401k plan.
At least 11 paid holidays and 23 PTO days in the first year.
Well-being programs including mental health services and mindfulness resources.
Professional development programs and employee discounts.
Full Job Description
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 our New York office. 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
