# Assistant Manager, Workplace Experience **Company**: Freshfields **Location**: San Francisco **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Salary**: $100,000 to $150,000 **Category**: Operations **Industry**: Legal **Apply**: https://freshfields.wd3.myworkdayjobs.com/en-US/FBD_101/job/San-Francisco/Workplace-Experience-Assistant-Manager_R-08628?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_352e66dc-835 ## Description The Assistant Manager, Workplace Experience is a key member of the Workplace Experience Team, responsible for supporting the delivery of an exceptional workplace, hospitality, and service experience for employees, clients, and visitors in the SF/SV office. As a key operational partner to the Sr. Workplace Administrator, the Assistant Manager independently oversees day-to-day workplace operations, coordinates service delivery across multiple functions, and ensures consistent execution of the Firm's high service standards. **Workplace Experience and Operational Leadership** - Independently oversee day-to-day workplace operations, ensuring consistent service delivery and a seamless experience for employees, clients, and visitors. - Build trusted relationships with attorneys, business services professionals, office leadership, vendors, and internal service teams to understand operational needs, coordinate solutions, and address emerging concerns. - Translate the Administrator's priorities into actionable plans, coordinate implementation across relevant teams, and communicate progress, risks, and outstanding issues. - Identify opportunities to improve workplace services, operational efficiency, and the overall employee and client experience, bringing forward practical recommendations for consideration. - Exercise independent judgment within established policies and delegated authority to resolve operational issues, coordinate corrective action, and maintain service continuity. - Coordinate with Facilities, Hospitality, Workplace Experience, Events, and other business services teams to resolve shared issues and deliver a consistent workplace experience. - Support business continuity, emergency preparedness, and office response planning by maintaining operational readiness and coordinating assigned response activities. **Vendor and Service Provider Management** - Coordinate day-to-day service delivery across hospitality, catering, cleaning, facilities, AV, and other workplace service providers, ensuring established service expectations are met. - Monitor vendor performance, service levels, contractual obligations, and applicable insurance, safety, and environmental requirements. - Address service deficiencies directly with providers, track corrective actions, and escalate recurring performance concerns or material compliance issues to the Administrator. - Maintain effective relationships with building management, engineering teams, and external service providers to coordinate maintenance, address operational needs, and resolve outstanding issues. - Identify opportunities to improve vendor performance, service quality, and operational efficiency in partnership with the Administrator and relevant internal teams. **Hospitality and Conference Center Operations** - Oversee daily execution of reception, conference center, catering, pantry, food service, visitor experience, and meeting support operations, ensuring established service standards are consistently maintained. - Coordinate conference room readiness, visitor spaces, meeting support, and workplace utilization using Eptura Engage or a comparable space management system. - Partner with the Events Team, attorneys, business services professionals, and vendors to coordinate meetings, events, and special initiatives. - Maintain and reinforce established hospitality procedures and service standards, recommending improvements where operational needs or stakeholder feedback indicate opportunities for enhancement. - Resolve complex service issues, coordinate appropriate support, and ensure timely follow-through on requests and commitments. - Serve as a primary point of contact for employees and visitors in the WEST office, ensuring requests are addressed professionally and routed to the appropriate teams when needed. - Draft and circulate local office communications, ensuring information is accurate, timely, and consistent with Firm standards. - Conduct regular inspections of conference rooms, reception areas, hospitality spaces, common areas, visitor spaces, workplace amenities, and back-of-house operations to confirm readiness, functionality, cleanliness, and presentation standards. **Facilities and Workplace Operations** - Coordinate day-to-day facilities activities, ensuring the office remains safe, functional, well-maintained, and aligned with the Firm's workplace standards. - Manage maintenance requests, monitor service levels, coordinate corrective action, and follow through on outstanding facilities concerns. - Lead assigned workplace projects, office improvements, space planning initiatives, and operational enhancements from planning through implementation, coordinating stakeholders, schedules, resources, and follow-through. - Coordinate office moves, space changes, and infrastructure improvements with relevant internal teams, building management, and service providers to minimize disruption to business operations. - Support workplace technology and service operations, including space and meeting management platforms and ticketing systems such as ServiceNow, coordinating with appropriate technical teams to resolve issues and improve service delivery. - Maintain visibility into open facilities issues, project milestones, and outstanding vendor commitments, escalating delays or risks that may affect office operations. **Financial and Administrative Management** - Monitor workplace-related expenses and contribute to budget planning and forecasting by providing expense information, identifying trends, and communicating potential variances to the Administrator. - Review vendor invoices for accuracy, resolve discrepancies, track expenditures, and route invoices for approval in accordance with established financial controls and delegated authority. - Maintain accurate operational records, service metrics, vendor documentation, and reporting to support informed decision-making and effective management oversight. - Monitor relevant service activity, workplace utilization, and operating expenses to identify trends, support resource planning, and recommend practical improvements. - Maintain organized records of operational commitments, purchasing activity, and financial transactions in accordance with Firm procedures. **Key Requirements** - Bachelor's degree or equivalent combination of education and experience required. - Minimum of 7 years of relevant experience in workplace experience, hospitality, workplace operations, conference center management, facilities, or related fields, preferably within a law firm, professional services, financial services, or similarly high-touch corporate environment. - Demonstrated experience managing vendors and service providers, including setting expectations, monitoring performance, addressing deficiencies, and driving accountability. - Proven ability to independently oversee day-to-day operations and lead assigned projects and initiatives with minimal direction, while exercising appropriate judgment about when to consult or escalate. - Exceptional communication and relationship-building skills, with the ability to engage confidently and professionally with attorneys, clients, business services professionals, vendors, and senior leadership. - Demonstrated ability to influence outcomes, coordinate across functions, build consensus, and deliver results without relying on direct reporting relationships. - Strong business judgment, problem-solving, and decision-making skills, with the ability to anticipate needs and act effectively within established policies and delegated authority. - Highly organized and detail-oriented, with strong planning, prioritization, execution, and follow-through capabilities. - Strong financial acumen, including experience monitoring budgets, reviewing invoices, tracking expenses, and supporting financial reporting. - Experience coordinating facilities operations, building management relationships, maintenance programs, workplace projects, and office infrastructure in a corporate environment. - Experience with workplace technology platforms and service operations, including space and meeting management systems such as Eptura Engage and ticketing systems such as ServiceNow, preferred. - Familiarity with the service expectations, culture, and pace of a law firm or professional services environment strongly preferred. - Demonstrated discretion, professionalism, adaptability, and the ability to maintain high service standards while managing competing priorities in a demanding, client-focused environment. ## Skills ### Required - workplace experience - hospitality - facilities management - vendor management - budgeting - communication - relationship building - problem-solving - decision making ### Nice to have - Eptura Engage - ServiceNow - space and meeting management systems - ticketing systems --- Source: [Apply at freshfields.wd3.myworkdayjobs.com](https://freshfields.wd3.myworkdayjobs.com/en-US/FBD_101/job/San-Francisco/Workplace-Experience-Assistant-Manager_R-08628?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)