Assistant Manager, Customer and Employee Experience
About The Position
The Northwest Center @ Amazon team operates in a fast-paced and corporate environment where we provide professional 5-star customer service across several program divisions. The Northwest Center @ Amazon team provides a wide variety of office and logistical services to Amazon. We are a non-profit organization that is focused on supporting and advocating for individuals with disabilities. We take pride knowing our work contributes to the advancement of equal opportunities for children and adults with disabilities through programs of therapy, education, and work opportunity. Ready to make an impact? As our Assistant Manager, Customer and Employee Experience on our Reception Team, you’ll lead one of the largest, most dynamic groups in the division. Your role? To drive excellence by facilitating training, coaching, and supporting a customer-centric team. You’ll also oversee projects, audits, and continuous process improvements to boost efficiency and elevate the customer experience. The ideal candidate is a people-focused leader who thrives in fast-paced, customer-facing environments and can adapt quickly to changing needs. Flexibility is a must, as you’ll occasionally adjust your schedule to support the team outside of typical hours, including weekends. This is your chance to be part of a growing team with a mission that truly benefits the community. Ready to lead with purpose? We can’t wait to meet you!
Requirements
- Associate degree required; bachelor’s degree preferred
- 3+ years of supervisory experiences leading teams of 12+ people
- Minimum 4-year customer service or administrative support experience
- Must have a valid driver's license and auto insurance
- Personal vehicle to drive between various sites including Herndon, VA, Arlington, VA, Jessup, MD and DC
- Advanced computer skills in MS Office
- Commitment to Northwest Center’s mission of inclusion and ability to successfully work in a diverse environment.
- Ability to practice a high level of confidentiality.
- Interpersonal skills to effectively motivate others. Lead change and innovation.
- Maintain good judgment in fast-paced, high-stress environments.
- Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
- Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
- Attention to detail and accuracy.
- Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.
Nice To Haves
- Experience in crowd or security management systems (i.e. Lenel, Right Crowd) preferred
Responsibilities
- Provide management, day to day direction, and leadership to the entire Reception Team.
- Ensure appropriate staffing levels within Amazon buildings, and making sure staff are onsite and prepared for operations at scheduled start times. Communicating employee call outs to leadership and willing to provide coverage as needed.
- Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.
- Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.
- Partner with Reception Program Manager on developing new program initiatives, developing appropriate SOP’s and operational standards.
- Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
- Handle escalated situations with callers, visitors, community members, vendor partners, and all guests.
- Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.
- Attend regular meetings and trainings regarding events, and program improvements.
- Assume day-to-day responsibility for assigned projects and successful task completion.
- Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and Amazon partners.
Benefits
- Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
- 17 Accrued Paid Time Off Days Annually
- Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
- 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
- Wellness Reimbursement Program - $25/month
- Student Loan Contribution Program - $50/month
- Arlington, VA: Company-Provided SmarTrip card or Parking Stipend - $153/month
- Pet Insurance Discount Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
