Spheres Visitor Experience Lead - Amazon

Northwest Center•Seattle, WA

6d•$29 - $32•Onsite

About The Position

Under the direction of the Spheres & Understory Assistant Manager, the Visitor Experience Lead coordinates staffing, schedules, coverage, and quality assurance for Amazon’s Spheres and Understory locations. The role models exceptional customer service, guides team members through daily responsibilities and special projects, and responds to coverage needs as business operations require. Operating hours are 9:00 a.m.–6:00 p.m. Monday through Friday and 10:00 a.m.–6:00 p.m. Saturdays. The posted schedule is 7:30 a.m.–6:00 p.m. in eight-hour shifts, Monday through Friday, and on select Saturdays from 9:30 a.m.–6:30 p.m.; schedules may vary with operating hours. The Lead works alongside teams on the floor and at the desk, provides coaching and administrative and customer-support guidance, helps maintain team cohesion, and serves as a resource on building operations, plants, exhibits, Amazon, campus history, events, and customer-service practices. The position also supports reporting, hiring discussions, inventories, and additional projects as team needs evolve. The work takes place in a plant-dense environment with more than 800 plant species, year-round pollen and varied fragrances, and a dog-friendly campus with more than 1,000 dogs. The role may involve outdoor work in varied weather for events and projects, flexible hours including nights and weekends, extended periods of standing, walking, or sitting, and navigating uneven terrain and stairs. The stated environmental range is 72–76°F with 60% relative humidity.

Requirements

At least 2 years of customer-service experience in a museum, conservatory, or high-profile venue.
High school diploma or GED.
Advanced computer skills in Microsoft Office; proficiency with MS Windows, Excel, and Outlook.
Proven excellent customer-service skills and ability to multitask in a fast-paced environment while remaining professional and friendly.
Good judgment and calm under pressure in fast-paced, ambiguous, or stressful situations.
Excellent interpersonal skills and ability to connect with employees and the community.
Clear, efficient communication skills for diverse audiences, including concise writing and effective verbal and electronic communication.
Detail-oriented, thorough, and accurate approach to work.
Comfort presenting and speaking informally to groups of varying sizes.
Ability to work various shifts during operating hours, including some nights and weekends, and to work flexible hours.
Flexible, supportive team-player approach and ability to remain positive in joyful and stressful situations.
Ability to understand, interpret, and follow Amazon policies and procedures.
Regular and consistent attendance and punctuality; flexibility and respect in relationships with coworkers and leadership.
Commitment to Northwest Center’s inclusion mission and ability to work successfully in a diverse environment.
Ability to maintain a high level of confidentiality without exception.
Organized and thorough planning and execution.
Strong conflict-resolution, critical-thinking, problem-solving, group-management, and customer-service skills.
Ability to manage changing priorities, meet deadlines, adapt to change, and adjust plans at the last minute to support customer needs.
Ability to work in conditions averaging 72–76°F and 60% relative humidity; navigate uneven terrain and stairs, with or without mobility aids; and stand or walk or sit for extended periods, potentially for the full shift.
Ability to walk or move independently within a 1.5-mile radius; see at distance and close range, with or without corrective lenses; identify and understand speech, with or without a personal auditory hearing device; and read, write, speak, and comprehend English.
Ability to speak with visitors, staff, and colleagues throughout each shift and use electronic communication devices, including radios and telephones.
Ability to work outdoors in varied weather conditions for special events and projects.
Ability to work in an environment with year-round pollen and varied fragrances and to encounter dogs and dog allergens.

Nice To Haves

Experience in leadership.

Responsibilities

Coordinate daily, weekly, and monthly team schedules with other Leads, including break and lunch coverage and staffing for required spaces.
Check in with assigned teams on daily responsibilities and work alongside team members on the floor and at the desk while modeling exceptional customer service.
Ensure appropriate staffing levels and that staff are onsite and prepared at scheduled start times; communicate call-outs to leadership and provide coverage as needed.
Support reporting by collecting and analyzing program metrics.
Lead and participate in additional project-related work, delegating as needed.
Develop subject-matter expertise in building operations, security access levels, facility procedures, vendor contacts, and escalation processes.
Maintain inventory of team technology and supplies, and maintain and distribute uniforms as needed.
Support new tasks, processes, and projects for evolving team requirements, other Northwest Center divisions, and Amazon partners; adapt as business needs change.
Mentor and coach team members in the moment and assist with administrative and customer-support expectations and procedures.
Maintain current information about plants, exhibits, Amazon, campus history, events, and customer-service best practices to support assigned teams.
Foster a positive, unified, and collaborative team environment; communicate with management to help resolve conflicts and support team cohesion.
Participate in interviews and hiring discussions.
Provide elevated customer support to visitors, community members, vendor partners, employees, and other guests at the Spheres and Understory; handle escalated situations.
Keep lobby and work-room storage areas clean, organized, visually presentable, and stocked as needed.
Attend regular team meetings to discuss updates, concerns, and ideas with leadership; provide excellent service and solve problems creatively.