Workplace Experience Manager, DC

Freshfields is a major global law firm, providing corporate legal services of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,800 lawyers in 33 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions, and governments. The Workplace Experience Manager, DC is a key member of the Workplace Experience Team responsible for delivering an exceptional workplace, hospitality, and service experience for employees, clients, and visitors in Freshfields’ Washington, DC office. This role requires a strategic and hands-on leader who can independently assess needs, develop solutions, and drive execution with minimal direction while maintaining the highest standards of service and professionalism. As the operational leader responsible for the planning, execution, and continuous improvement of the workplace, the Workplace Experience Manager oversees hospitality programming, conference center operations, facilities management, vendor management, food service offerings, workplace technology coordination, employee experience initiatives, space planning, and office projects. Success in this role requires exceptional planning, strong relationship-building skills, and the ability to anticipate evolving business needs. The Manager will proactively identify opportunities to enhance the workplace experience, develop practical solutions, and drive initiatives from concept through completion in support of the firm’s strategic objectives. The ideal candidate will regularly engage with attorneys, business services professionals, office leadership, and external partners, building trusted relationships to understand stakeholder needs and translate feedback into meaningful action. This individual must possess the judgment, confidence, and executive presence to represent Workplace Experience leadership, influence outcomes, and make sound decisions. The successful candidate is highly organized, forward-thinking, and able to balance strategic planning with hands-on execution in a fast-paced environment. They are a proactive problem solver who takes ownership, drives accountability, and consistently delivers results while enhancing the overall workplace experience What You’ll Do Workplace Experience Leadership Serve as the operational leader for Workplace Experience services within the DC office, ensuring an exceptional experience for employees, clients, and visitors. Build strong relationships with attorneys, business services professionals, office leadership, and vendors to understand evolving needs and drive continuous improvement. Anticipate workplace needs, identify opportunities to enhance services, improve operational efficiency, and elevate the overall workplace experience. Exercise sound judgment and decision-making authority in managing day-to-day operations, resolving issues, and implementing solutions aligned with firm objectives. Hospitality & Conference Center Operations Manage daily operations across reception, conference center, catering, pantry, food service, visitor experience, and meeting support. Oversee conference room operations, visitor spaces, and workplace utilization using Eptura Engage (or similar space management system). Partner with the Events Team, attorneys, business services professionals, and vendors to plan and execute meetings, events, and special initiatives. Develop and implement service standards, procedures, and best practices for hospitality and conference center operations. Resolve complex service issues and ensure timely follow-through on requests and commitments. Serve as a primary point of contact for employees and visitors of the DC office. Draft and circulate local office communications. Facilities & Workplace Operations Manage relationships with hospitality, catering, cleaning, facilities, AV, and other workplace service providers, establishing service expectations, monitoring performance, and holding vendors accountable for delivering exceptional results and continuous improvement. Oversee day-to-day facilities operations, ensuring the office remains safe, functional, and maintained to the highest standards. Lead workplace projects, office improvements, space planning initiatives, and operational enhancements from planning through implementation, ensuring timely execution and successful outcomes. Serve as the primary liaison with building management, engineering teams, and facilities vendors to address operational needs and resolve issues. Conduct regular audits of conference rooms, common areas, office space, visitor spaces, hospitality areas, workplace amenities, and back-of-house operations to ensure readiness, quality, functionality, and presentation standards. Manage maintenance requests, monitor service levels, and ensure timely resolution of facilities-related concerns. Partner with vendors to identify opportunities for service enhancements and operational improvements. Ensure vendor compliance with contractual, insurance, safety, and environmental requirements. Support business continuity, emergency preparedness, and office response planning. Monitor workplace-related expenses and assist with budget planning and forecasting. Review and approve vendor invoices, track expenditures, and ensure accurate financial reporting. Maintain operational records, metrics, and reporting to support informed decision-making. Key requirements Bachelor’s degree (or equivalent combination of education and experience) required. Minimum of 7 years of 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, with a proven ability to establish expectations, drive accountability, and deliver results. Proven ability to independently manage complex operations, projects, and initiatives from planning through execution with minimal oversight. Exceptional communication and relationship-building skills, with the ability to build credibility and engage confidently with attorneys, clients, business services professionals, vendors, and senior leadership. Demonstrated ability to influence stakeholders, build consensus, and drive outcomes across multiple teams and functions. Strong business judgment and decision-making skills, with the ability to anticipate needs, solve problems proactively, and operate effectively with minimal direction. Highly organized, detail-oriented, and proactive, with exceptional planning, prioritization, execution, and follow-through capabilities. Strong financial acumen, including experience managing budgets, reviewing invoices, tracking expenses, and supporting financial reporting. Experience overseeing facilities operations, building management relationships, maintenance programs, workplace projects, and office infrastructure within a corporate environment. Experience managing workplace technology platforms and service operations, including space and meeting management systems (e.g., Eptura Engage) and ticketing systems (e.g., ServiceNow) preferred. Familiarity with the unique service expectations, culture, and pace of a law firm or professional services environment strongly preferred. EEO Statement Freshfields US LLP is proud to be an equal employment employer. Our policies and practices will be free from unlawful discrimination based upon race, color, ethnicity, religion, creed, sex (including pregnancy, childbirth or related medical conditions), national origin, citizenship, immigration status, ancestry, age, marital status, protected veteran status, military service, disability, medical condition, genetic information, sexual orientation, gender identity, or any basis prohibited under federal, state or local law. We strive to promote an atmosphere that encourages equal opportunities and prohibits discriminatory practices, including sexual harassment. Disability Accommodation for Applicants to Freshfields US LLP Freshfields US LLP is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. 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