Amazon - Senior Manager Of Customer Experience (Reception Program)

Northwest Center has been a vendor at Amazon for over 20 years. The NWC-@-Amazon division has grown to over 360 employees, providing a wide variety of customer service support on Amazon's thriving campuses throughout the nation. Our team works in a unique, fast-paced corporate setting on Amazon's campuses to provide first-rate customer service-focused programs to our clients while also generating revenue that funds Northwest Center's mission of inclusion.

A day in the life of a Sr. Manager for the Reception Program looks like…

You will provide leadership and strategic direction while driving for continuous improvement for our managed program and ensure our deliverables align with goals and service level targets. Our Senior Reception Manager will oversee a customer-centric reception team of over 150 employees, spanning across the nation, and will primarily focus on customer experience, employee success and developing future customer service managers.

Success in this role requires a results-driven, collaborative, and creative leader who can engage with cross-functional teams while managing multiple initiatives to achieve set objectives. This position combines project management with change management and execution in a high-profile, customer-service oriented environment. Strong communication skills are necessary for conveying decisions, plans, goals, and strategies to both internal and external stakeholders. You will interact with all levels of the organization, from Executives to front-line staff.

This is a wonderful opportunity to join a growing team that is a part of a mission that benefits our communities. If you have a passion for this type of work, we look forward to meeting you!

Schedule: Monday

• Friday; 7:30 am

• 6:00 pm (Hours will vary)

Location: Puget Sound (Seattle, Bellevue, Redmond & Kirkland)

Starting Salary: $150,000.00 - $175,000.00 per year + Relocation Package Available | Full Salary Range: $135,408.00 - $176,092.00 per year

What we can offer:

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance

• 17 Accrued Paid Time Off Days Annually

• Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion

• Retirement 401(K) with a company match

• Employment Assistance Program (EAP) via Spring Health

• Mental Wellness Program including six free therapy sessions per year

• Opportunity for career development with our NWC Mentorship Match program

• Physical Wellness Reimbursement Program - $25 per month

• Student Loan Contribution Program - $50 per month

• Pet Insurance Discount Program

Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/

Key responsibilities / Essential Functions

People

• Responsible for leadership level development through individualized goal creation and training plans to ensure that employees achieve professional development goals

• People management over a large and diverse team, building strong relationships on all levels.

• Help to bond, unify, and promote growth for levels of supervisory and management leadership

• Supports and embraces an inclusive and diverse workforce

• Understands and promotes Northwest Center's mission throughout the workplace, working as an ambassador of the OneNWC culture

• Works to promote equity and inclusion throughout the division

• Carry out supervisory responsibilities in accordance with NWC and Amazon policies and procedures

• Work collaboratively across the organization with different job levels and departments

• Establishing development opportunities for the reception programs

• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution

• Additional responsibilities include recruitment and interviewing, training and supporting staff; planning, assigning and directing work; rewarding and providing corrective feedback to employees and effective escalation resolution

Operational Excellence

• Ensure operational continuity across the Puget Sound campus between managers, holding employees accountable for excellence and providing the best customer experience

• Guaranteeing consistent use of operating procedures, and company/client policies

• Communicate regularly with internal stakeholders to both obtain and disseminate information about the planned activities of the space, ensuring team members are knowledgeable and confident about operations

• Monitor and analyze program service level agreements (SLA's) and key performance indicators (KPI's), identifying and recommending ongoing process improvements to ensure programs meet or exceed those targets

• Provide monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives

• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation

• Researches and identifies potential solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction

Strategic Vision & Planning

• Partner with Sr. Director and other Divisional Executive team members on long term growth initiatives for the program, providing insight into operational effectiveness and impact to the program

• Design project plans to advance company's information systems, implement said plans upon approval, assign project activities to personnel and monitor milestone and completion progress

• Develop and implement effective evaluation methods to assess program strengths and areas in need of address and improvement

• Become the solutions provider and subject matter expert of the program, reviewing roadblocks and program challenges and working with leadership team on scalable solutions

Requirements

• 5+ years of experience in Program Management and operations of high performing programs with direct supervision of management level staff

• Communicate high-level strategy and details effectively across disciplines, locations, and organizations, including to executive leadership

• Organization, planning, and business skills alongside strategic thinking ability

• Identifies or assists in identifying alternative solutions to problems or situations

• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization

• Keen understanding of how to deliver excellent results within a talented team, as well as being able to drive change across other organizations

• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment

• Practice a high level of confidentiality

• Maintain good judgment in fast-paced, high-stress environments

• Detailed-oriented & thorough, with ability to see the "big picture"

• Bachelor's degree required, Master's degree preferred

Working Conditions & Physical demands

• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds

• May need to carry supplies to other building

• Variable working hours between 07:30AM and 6:00PM

• It is a combination of desk and actively visiting several Amazon buildings so the ability to move consistently within a 1.5 radius is required

• Ability to read, write, communicate and comprehend the English language

• Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment's notice and occasional evening and weekend shifts

• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit

Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at jobs@nwcenter.org.

At Northwest Center, we do not just accept diversity and inclusion - we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.

We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans' status.

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