Reception Supervisor - Amazon

Northwest Center•Baltimore, MD

1d•Onsite

About The Position

As our Reception Supervisor, you will lead daily operations across your assigned buildings, playing a key role in shaping a professional and welcoming environment. You’ll guide and support a team that delivers consistent, high-quality service, setting clear expectations and fostering strong performance. In this role, you’ll coach and develop team members to provide thoughtful, customer-focused experiences. You’ll also take ownership of projects, lead audits, and identify opportunities to improve processes and drive greater efficiency. Within Amazon’s fast-paced corporate environment, you’ll manage competing priorities, solve problems as they arise, and help ensure every guest and employee interaction is seamless and well-executed. This is an opportunity to make a visible impact—ideal for someone who enjoys leading teams, improving operations, and delivering service that stands out for its quality and consistency.

Requirements

Associates’ degree required; Bachelor’s degree preferred.
3 years of customer service or administrative support experience.
3+ Years supervisory experience preferred.
2+ years proven experience as a supervisor or similar management role
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.
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.
Exercises good judgment in areas of responsibility.
Identifies or assists in identifying alternative solutions to problems or situations.
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, including temporary workers.
Ensure appropriate staffing levels within Amazon building’s, 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.
Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources.
Lead and participate in additional project related work, delegating as needed.
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.
Learn & Maintain strong working knowledge of company products and services, and offer technical support and information to team members
Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
Responsible for training new receptionists in all administrative support and customer support expectations, and procedures both on the desk and on the phone.
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.
Assist Management in interviewing, hiring, and termination discussions.
Contributes 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.
Provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.
Handle escalated situations with callers, visitors, community members, vendor partners, and all guests
Maintain cleanliness and overall visual presence of lobby and back room storage ensuring it is cleaned, organized and stocked as necessary.
Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.

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
Free Parking onsite
Pet Insurance Discount Program