Senior Program Manager, Program Services - Amazon

Northwest Center•Seattle, WA

20d•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 Program Manager Location : South Lake Union and the Greater Puget Sound region We’re looking for a trailblazing, strategic leader to elevate our program services to new heights. As the Senior Program Manager , you will drive continuous improvement and strategic alignment across multiple programs, managing a P&L of $6M+ and teams of 60+ employees across various regions. The senior manager is a results-driven, collaborative leader who manages multiple program initiatives requiring tactical expertise, strong creative problem-solving, and the ability to operate with limited guidance. This position is accountable for program performance, including designing and implementing long-term process improvements to meet operational objectives and service level targets. The senior manager champions continuous improvement, develops cross-functional relationships, and implements strategic initiatives to enhance operational efficiency and financial impact across their portfolio. They are responsible for supporting growth initiatives, collaborating with senior leadership on strategy development, and building empowered teams to drive successful program deployment. An individual will be successful in this role if they excel at rapid deployment while maintaining quality and exhibit both tactical and strategic management capabilities. The senior manager must effectively communicate decisions, plans, goals, and strategies with stakeholders at all levels, from executives to front-line staff, while ensuring alignment with organizational objectives. 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 of experience in Program Management and operations of high performing programs with direct supervision of management level staff.
Ability to clearly communicate high level strategy and details effectively across disciplines, locations, and organizations, including to executive leadership.
Organization, planning, and business skills alongside strategic thinking ability.
Keen understanding for 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.

Nice To Haves

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

Responsibilities

Responsible for leadership level development through individualized goal creation and training plans to ensure that employees achieve professional development goals.
Help to bond, unify, and promote growth for levels of supervisory and management leadership.
Supports and embraces an inclusive and diverse workforce.
Understands and promotes Northwest Center’s mission throughout the workplace, working as an ambassador of the OneNWC culture.
Works to promote equity and inclusion throughout the division.
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 providing corrective feedback to employees and effective escalation resolution.
Contributes to a positive work environment that encourages retention.
Work collaboratively across the organization with different job levels and departments.
Work collaboratively with training leadership on developmental opportunities for the programs, focusing on continuous improvement and new scope development.
Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.
Provide leadership and strategic direction to their entire portfolio of programs. Primarily focusing on leading and providing direction to each program leader.
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.
Identify and understand the root cause of issues and associated impacts to the program and the customer.
Communicate and collaborate with key stakeholders to implement timely solutions.
Communicate regularly with internal stakeholders to both obtain and disseminate information about the planned activities of the space, ensuring team members are knowledgeable and confident about operations.
Monitor and analyze program service level agreements (SLA’s) and key performance indicators (KPI’s), identifying and recommending ongoing process improvements to ensure programs meet or exceed those targets.
Provide monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
Research and identify potential solutions that will help the business reduce expenses and improve efficiency while improving customer satisfaction.
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