12 Amazon - Assistant Manager of Customer Experience for Northwest Center Services Jobs in Arlington, VA
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Amazon - Assistant Manager of Customer Experience for Northwest Center Services
$146k-201k (estimate)
Full Time | Social & Legal Services
3 Months Ago
Northwest Center is Hiring an Amazon - Assistant Manager of Customer Experience for Northwest Center Services Near Arlington, VA
We are seeking a dedicated and experienced Assistant Manager of Customer Experience to oversee one of the largest groups in our Division, the Reception Team. As the Assistant Manager of Customer Experience, you will play a vital role in coaching and developing staff to ensure the delivery of a customer-centric experience in every interaction, supervise a variety of projects and audits, and work to improve processes to increase the team's overall efficiency. The ideal candidate will possess exceptional people management skills, a passion for leading customer-facing teams, the ability to adapt quickly to operational needs, and have experience working as a vendor partner.
This is a wonderful opportunity to join a growing team that is a part of a mission that benefits our communities. If you have a passion for this type of work, we look forward to meeting you!
Location: Arlington, VA & DMV Area
Schedule: 40 Hours per week between Monday - Sunday between 7:30AM - 7PM. Must be able to work a flexible schedule during hours of operation for weekdays and availability over the weekend.
Starting Salary: $67,505 - $76,278 per year | Full Salary Range: $67,505 - $85,051 per year
What we can offer:
- 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
- Free onsite parking at Herndon, VA
- Company-Provided SmarTrip card or Parking Stipend - $153/month
- 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
Check out the entire list of benefits Northwest Center has to offer here: www.nwcbenefits.com
KEY RESPONSIBILITIES / ESSENTIAL FUNCTIONS
- Provide management, day-to-day direction, and leadership to the entire Reception Team, ensuring a positive and productive work environment.
- Ensure appropriate staffing levels within Amazon buildings, coordinating schedules and coverage to meet operational needs.
- Communicate employee call-outs to leadership and provide coverage as needed to maintain staffing levels and operational readiness.
- Ensure program service level agreements and operational standards are met or exceeded, including staffing levels, email response times, and overall customer satisfaction.
- Become the subject matter expert on all building operations, including security access levels, facility procedures, vendor points of contact, and escalation processes.
- Collaborate with the Reception Program Manager to develop new program initiatives, standard operating procedures (SOPs), and operational standards.
- Drive employee development by creating individualized goals and training plans to ensure that employees achieve established objectives.
- Handle escalated situations with callers, visitors, community members, vendor partners, and all guests in a professional and timely manner.
- Act as a liaison between Northwest Center, Amazon, and other vendors to ensure business continuity across campus locations.
- Attend regular meetings and trainings regarding park support, events, and program improvements.
- Assume day-to-day responsibility for assigned projects and ensure successful task completion.
- Assist with new tasks, processes, or projects as needed to support evolving team requirements, other Northwest Center divisions, and Amazon partners.
NEEDED EXPERIENCE & REQUIREMENTS
- Associate degree required; bachelor's degree preferred.
- Minimum of 3 years of supervisory experience leading teams of 12 or more people.
- Minimum of 4 years of customer service or administrative support experience.
- Advanced computer skills in MS Office, including proficiency in Word, Excel, and PowerPoint.
- Experience in crowd or security management systems (i.e. Lenel, Right Crowd) - preferred
WORKING CONDITIONS & PHYSICAL DEMANDS
- Must be able to potentially lift or carry items up to 50 pounds.
- Requires roving the park, so the ability to walk consistently within a 1.5-mile radius is required.
- Must be able to work outdoors in all weather conditions year-around on your feet for 2-4 hours at a time and up to 8 hours for the day.
- Must wear uniform, responsible for neat and clean appearance of uniform.
- Ability to work independently and out of line of sight from other team members for all or part of shift.
- Ability to troubleshoot and maintain company owned equipment which can include items such as a radio and cellphone.
- Ability to work on a tablet/computer.
- Ability to read, write, speak and comprehend the English language.
- Ability to see both distance and details at close range, within a few feet of the observer (with or without corrective lenses).
- Ability to identify and understand the speech of another person (with or without a personal auditory hearing device).
- Ability to work a flexible schedule to meet the needs of the business, including early mornings, evenings, and weekends.
- 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.
About Northwest Center
When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways.
As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center’s businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability.
Northwest Center’s mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity
Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at jobs@nwcenter.org
At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together.
We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans’ status.
IND123
Job Summary
JOB TYPE
Full Time
INDUSTRY
Social & Legal Services
SALARY
$146k-201k (estimate)
POST DATE
03/14/2024
EXPIRATION DATE
07/08/2024
WEBSITE
nwcenter.org
HEADQUARTERS
RENTON, WA
SIZE
100 - 200
FOUNDED
1965
CEO
GRETCHEN SCARBROUGH
REVENUE
$10M - $50M
INDUSTRY
Social & Legal Services
Related Companies
About Northwest Center
We envision a day when all people have the same opportunities to grow, contribute to our society and enjoy a fulfilling life. Since 1965, our mission has been to promote the growth, development and independence of people with disabilities through programs of education, rehabilitation and work opportunity. Northwest Center employees embody our commitment to diversity and inclusion. Each of our business divisions is unique, offering a micro-community that is also part of the larger non-profit organization and mission. Our passionate staff members are connected by our core value of inclusion for ...people of all abilities. Our corporate headquarters are located in Seattle and we operate throughout Washington State. For more information and to get involved, visit: www.nwcenter.org Like us on Facebook - www.facebook.com/nwcenter Follow us on Twitter - www.twitter.com/nwcenter Subscribe to our YouTube Channel: www.youtube.com/nwcenter
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