Workplace Experience Manager Service Standards & Training

Latham & Watkins is one of the worlds 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 Lathams 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.

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
  

Wed 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 bachelors 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 Lathams 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.

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