Overview In this role you will lead multi-service hospitality and workplace support within a fast-paced law firm setting, ensuring exceptional service for attorneys, guests, and staff. You'll manage day-to-day operations, client relationships, and a data-driven approach to quality and performance. You will partner with firm leadership to maintain seamless operations and high service standards, influencing client satisfaction and team development. This is a hands-on leadership role with oversight of hospitality, facilities, mail, and office services, offering a meaningful impact on service delivery and client experience.
Compensation / Benefits- salary $99,100 - $158,500/year
- bonus/commission potential
- medical, dental, and vision insurance
- 401(k) with company match
- paid time off
- life insurance and disability insurance
Responsibilities- Oversee contracted operations to meet client needs and contract requirements
- Lead and develop a client-facing team across multiple service lines
- Manage full employee lifecycle for direct and indirect reports (hiring, onboarding, training, performance management, succession planning, off-boarding)
- Ensure compliance with company/client policies and SLAs; apply corrective actions when needed
- Maintain open communication through team meetings and 1:1s; set clear expectations and progress against goals
- Promote cross-training and teamwork to optimize service delivery
- Deliver and sustain quality service through SOPs, account planning, and target metrics
- Utilize Engage for reporting and performance management
- Identify and address issues promptly with proposed improvements and timely escalation
- Plan staffing and workflow to align headcount with workload across shifts/services
- Review monthly P&L and labor allocations; manage overtime and non-billable charges
- Prepare and present monthly CSR; discuss process improvements and client benefits
- Educate clients on available Williams Lea services and potential opportunities to expand services
- Participate in due diligence and implementation for new business within client accounts
- Adhere to company and client policies while maintaining site-specific requirements
Key requirements- 6+ years leading hospitality/office services/facilities within professional services or law firms
- Proven ability to implement solutions addressing poor performance and improve contract outcomes
- Excellent client service skills and a service-minded approach
- Experience delivering multi-service solutions for clients
- Minimum 4 years of financial management with P&L impact decisions
- 4+ years of people management covering onboarding to offboarding; experience with HR processes
- Ability to foster a high-performance, quality-focused team culture
- Strong organizational skills and attention to detail; deadline-driven
- Ability to handle confidential information and work in a fast-paced environment
- Proven cross-functional collaboration with diverse teams
- Intermediate to expert Microsoft Office skills
- Willingness to travel up to 5%
- client-focused
- clear communication
- team leadership
- problem-solving
- Engage platform (data reporting and utilization)
- Microsoft Office (advanced)
