Manager, Customer Service Operations - Amazon bei Northwest Center

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance 
• 17 Accrued Paid Time Off Days Annually
• Additional 11 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

• Overseeing the Reception team and provide ongoing guidance to the team on leading Leads and Senior Receptionists
• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals
• Manage escalations received from the team
• Responsible for program performance ensuring that all procedures, processes and policies are understood and followed
• Follow up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary
• Carry out supervisory responsibilities in accordance with NWC and Amazon 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
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution

Operational Excellence 

• Collaborates with NWC Management team on program service level agreements and operation standards ensuring they are met or exceeded, inclusive of staffing levels, and overall customer satisfaction
• Monitors and analyses metrics identifying and recommending process improvements where needed
• Identifies potential challenges and opportunities within the program
• Has a high-level overview of our services, contracts, of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes – understands all of the moving parts and how they fit together, helps staff and internal stakeholders understand as well
• Communicates 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
• Deliver engaging presentations and effectively communicate information, data, or reports to diverse audiences
• Identify and document processes for internal stakeholder review and approval of new or updated procedures
• Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations
• Lead and participate in additional projects as assigned

Customer Experience 

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all customers
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership 
• Be the example of elevated customer support for all levels of interactions and all guests entering Amazon space
• Act as escalation point for situations with visitors, community members, vendor partners, and all guests

Requirements 

• A minimum of 4+ years of people management experience with proven experience in a corporate office operations
• Experience supporting high-performing programs with direct supervision of supervisory-level staff
• Advanced computer skills in MS Office
• Background leading strategic planning and execution across a corporate organization
• Interpersonal skills to effectively motivate others. Lead change and innovation 
• Maintain good judgment in fast-paced, high-stress environments 
• 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 
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. 
• Associates’ degree required 
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds, as well as carry supplies to other buildings
• Encompasses a combination of desk work and actively visiting several Amazon buildings so the ability to walk consistently within a 1.5-mile radius is required
• Ability to read, write, communicate, and comprehend the English language
• Ability to work flexible hours, including occasional changes in schedule according to project needs. Occasional earlier or later start times, nights, and weekends may arise
• This is a dog-friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit