Interpretive Program Manager, Spheres & Understory - Amazon

Northwest Center•Seattle, WA

8d•Onsite

About The Position

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions. In this role, you will oversee all aspects of the visitor experience at both The Spheres and Understory, leading a passionate team that connects thousands of guests annually with our mission of bringing nature and workplace innovation together. You'll be responsible for overseeing the development and implementation of engaging interpretive programming, managing daily operations, and ensuring every visitor leaves with a deeper understanding of this unique space where Amazonians can think and work differently. Under the direction of the Spheres & Understory Program Manager, you will drive continuous improvement initiatives and oversee leaders and staff across interpretive programs. As a critical liaison between internal stakeholders, staff, and external visitors, you'll coordinate programming while aligning deliverables with organizational goals to create an exceptional visitor experience. Success in this role requires exceptional attention to detail, proven tactical and strategic management experience, and the ability to execute interpretive and operational initiatives in a high-profile, customer-service environment. You are a results-driven leader who can develop workforce strategies, manage multiple initiatives, and operate independently while excelling at cross-functional collaboration.

Requirements

A minimum of 3 years of people management in client facing role and/or operations of high performing programs with direct supervision of staff.
Minimum 4 years of experience working within a high-profile venue, museum, or public engagement facility.
Background leading strategic planning and execution across a corporate organization
Advanced computer skills in MS Office
Ability to practice a high level of confidentiality
Interpersonal skills to effectively motivate others
Leads with limited guidance
Maintain good judgment in fast-paced, high-stress environments
Detailed oriented & thorough, with ability to see the “big picture”
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
Able to design the right workforce strategy to meet long-term process targets
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
Bachelor’s Degree or equivalent combination of education and experience.

Nice To Haves

Experience with Smartsheet or similar work management and data visualization platforms preferred

Responsibilities

Provide management, day-to-day direction, and leadership to the Spheres and Understory team
Drive excellence in interpretive programming by implementing industry best practices and innovative approaches to visitor engagement
Ensure optimal staffing to accommodate peaks and slower periods of activity
Identify potential challenges and opportunities within the programs; understand the root cause of issues and associated impacts to the program and the customer served; communicate and collaborate with key stakeholders to implement timely solutions
Lead and implement change initiatives related to business process and technologies
Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures
Design reports, support dashboards, and analyze data to track activity
Perform trend analysis, continuously evaluate areas of opportunity and create process improvement roadmaps as needed
Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; demonstrates adaptability as business needs develop and shift
Ensure up-to-date training documents and resources are available for all staff
Work with Northwest Center’s training team to plan, develop, and implement all new hire training for Spheres and Understory staff
Develop ongoing training cadence for staff and supervisors
Responsible for employee development through in-the-moment coaching, regular 1:1 meetings, and the creation of individualized goals and training plans
Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
Participate in the interviewing, hiring, and termination process and discussions, partnering with Human Resources as necessary
Contribute to a positive work environment that encourages retention and talent
Work collaboratively across the organization with different job levels and departments
Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution
Act as liaison between Northwest Center, Amazon, and other vendors ensuring continuity, and ongoing improvement/development of relationships with various Amazon Teams providing an enhanced Amazon brand experience
Guide the continuous improvement of all Spheres interpretive programming, including but not limited to: guided tours, exhibit-based activities, interactive stations, etc.
Provide elevated customer support for Amazon employees, public guests, and vendor partners
Respond to visitor and employee inquiries, whether it be compliments, comments, and/or complaints about both the Spheres and Understory
Document and regularly communicate agreed-to goals and objectives of the Spheres and Understory venues and ensure all activities align with those goals and objectives
Develop excellent knowledge of the space’s visitor profile and potential markets in order to grow and diversify the audiences and/or programming

Benefits

Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance
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
Company-Provided Orca Pass – Unlimited use
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/month
Student Loan Contribution Program - $50/month
Pet Insurance Discount Program