Senior Operations Manager (Multi-Site Teams) - Amazon

Northwest Center•Seattle, WA

2d•Onsite

About The Position

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. Position Title : Senior Operations Manager (Multi-Site Teams) Location : South Lake Union and the Greater Puget Sound region We’re looking for a senior program and operations leader to elevate our program services to new heights. As the Senior Operations Manager , you will drive continuous improvement and strategic alignment across multiple programs, leading management teams of 60+ employees across various regions, while maintaining accountability for a $6M+ portfolio. The Senior Manager is a results-driven, collaborative leader who achieves service excellence through coaching and empowering managers. This role ensures operations are executed consistently, with quality and speed, while meeting program objectives and service level targets. The Senior Manager also champions continuous improvement, develops cross-functional relationships, and implements strategic initiatives to enhance operational efficiency and financial impact across their portfolio. Success requires balancing rapid, high-quality execution with strategic oversight, and effectively communicating plans and goals across all levels of the organization. In alignment with our commitment to fostering a diverse, equitable, and inclusive workplace, we are dedicated to building teams with varied backgrounds, identities, and experiences. If you align with the majority of our qualifications and share Northwest Center's values and mission, we warmly invite you to apply.

Requirements

Bachelor’s degree required
5+ years leading multi-site programs and operations with direct supervision and development of people managers.
Ability to clearly communicate high level strategy and details effectively across disciplines, locations, and organizations, including executive leadership.
Organization, planning, and business skills alongside strategic thinking ability.
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.
Ability to communicate effectively with both technical and non-technical individuals, across globally distributed teams.
Advanced computer skills in MS Office.
Exercises good judgment in areas of responsibility.
Identifies or assists in identifying alternative solutions to problems or situations.
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.
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.
Interpersonal skills to effectively motivate others.
Lead change and innovation.

Nice To Haves

7+ years management experience, preferred
Background leading strategic planning and execution across a corporate organization, preferred.
Experience in budget management and oversight of company P&L and operational planning to meet financial targets, preferred
Experience in Capacity Planning , preferred

Responsibilities

Responsible for leadership level development through individualized goal creation and training plans to ensure that employees achieve professional development goals.
Partner with training leadership to identify developmental opportunities, drive continuous improvement, and strengthen supervisory and management teams.
Supports and embraces an inclusive and diverse workforce. Working to promote equity and inclusion throughout the division.
Understands and promotes Northwest Center’s mission throughout the workplace, working as an ambassador of the OneNWC culture.
Carry out supervisory responsibilities in accordance with NWC and client policies and procedures. Additional responsibilities include recruitment and interviewing, training and supporting staff; planning, assigning and directing work; rewarding and Foster a spirit of teamwork and unity among team members that encourages retention and allows for disagreement over ideas, conflict and expeditious conflict resolution.
Provide leadership and strategic direction for their entire portfolio of programs, ensuring effective execution and consistent high-quality service delivery.
Ensure operational continuity across their geographic portfolio between their direct reports, holding employees accountable for excellence and providing the best customer experience.
Guaranteeing consistent use of operating procedures, and company/client policies.
Builds valued relationships, enabling on-going and effective partnerships focused on achieving shared objectives for the customer and Northwest Center.
Identify potential challenges and opportunities within each program. Research root causes and impacts of issues and potential solutions for customers.
Identify areas to reduce expenses.
Communicate with internal stakeholders to disseminate information and ensure team readiness for planned activities of the space.
Monitor SLAs and KPIs, identifying and recommending ongoing process improvements to meet or exceed targets.
Apply workforce management techniques and real-time analysis to optimize staffing and resource efficiency and achieve service level goals/business objectives across multi-site operations.
Partner with Director and other Divisional Executive team members on long term growth initiatives for the programs, providing insight into operational effectiveness and impact to the programs.
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 programs, reviewing roadblocks and program challenges and working with leadership team on scalable solutions.

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