Operations Manager, Special Projects - Amazon

Northwest Center•Arlington, VA

6d•Hybrid

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. The Special Projects Program is responsible for the intake of new partnership and/or program opportunities for existing or new sites for the Amazon division, ensuring operational execution from concept inception through Business-as-Usual operational implementation. As our Operations Manager, Special Projects, you’ll have a direct hand in shaping how our programs perform and evolve. You’ll build and refine the processes, SOPs, and training that enable teams to operate efficiently and deliver consistent, high-quality results. You will work closely with KPIs and service level agreements, you’ll use data to identify trends, address gaps, and implement improvements that make a measurable difference. Your work won’t sit on a shelf—you’ll see the impact of your decisions reflected in performance and outcomes. You’ll also own the budgeting and forecasting, giving you a clear view into both operational performance and future planning. You will do this by developing dashboards and reporting tools, and bring clarity to complex information and help guide smarter, faster decisions across the organization. This role is ideal for someone who wants meaningful ownership, values thoughtful problem-solving, and takes satisfaction in building systems that work better over time.

Requirements

BS/BA degree in business/related field, or equivalent related experience.
3+ years of experience in operations management, program management, or related leadership roles.
3+ years of demonstrated experience managing and developing teams, including individual contributors and managers.
Proven track record in establishing operational frameworks, SOPs, and excellence mechanisms.
Experience in stakeholder management and cross-functional collaboration.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and project management tools.
Ability to create data visualization and metrics dashboards (Tableau, QuickSight, or similar).
Track record of implementing process improvements and driving operational excellence.
Strong project management skills with attention to detail and ability to manage multiple initiatives.
Exceptional analytical and problem-solving skills with ability to identify gaps and mitigate risks.
Strong verbal and written communication skills with ability to adjust style based on audience.
Exercises good judgment in areas of responsibility and fast-paced, high-stress environments. Identifies or assists in identifying alternative solutions to problems or situations.
Proven ability to influence decision-making and facilitate collaboration across diverse stakeholders.
Strategic thinker with ability to balance short-term execution with long-term planning.
Manages confidentiality without exception
Regularly seek 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.

Responsibilities

Lead the operational execution of new partnerships and pilot programs, ensuring readiness for long-term maintenance or hand-off.
Establish excellence mechanisms to ensure customer outcomes are auditable, data-driven, and measurable.
Own the development and maintenance of SOPs, internal playbooks, and training materials to support rapid execution and exceed SLAs.
Define and closely monitor day-to-day service levels and overall KPIs; design dashboards to track activity and quality control.
Mitigate long-term risks and find paths forward in difficult situations involving complex problems and escalations.
Assist in budget development, financial forecasting, and gathering monthly reporting data.
Proactively identify gaps and anticipate risks, take action to connect parties and determine solutions.
Effectively hire, manage performance, coach, and promote individual contributors and other managers.
Responsible for employee development through regular 1:1 meetings and the creation of individualized goals and training plans.
Foster a spirit of teamwork and unity, encouraging a culture of shared ownership and expeditious conflict resolution.
Ensure all staff understand and follow procedures, processes, and policies, conducting corrective conversations as necessary.
Consistently build valued partnerships with internal and external stakeholders to achieve shared objectives.
Organize and communicate information simply to drive action across various formats, including business reviews and project plans.
Adjust communication style based on content and audience, ensuring information is credible and digestible for everyone from frontline staff to senior leadership.
Identify differences among business and technology stakeholders and facilitate collaboration to resolve issues quickly.

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
Seattle, WA: Company-Provided Orca Pass – Unlimited use
Pet Insurance Discount Program