Assistant Manager, Workplace Experience

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.