Assistant Manager, Customer and Employee Experience

Description

The Northwest Center @ Amazon team operates in a fast-paced and corporate environment where we provide professional 5-star customer service across several program divisions. The Northwest Center @ Amazon team provides a wide variety of office and logistical services to Amazon. We are a non-profit organization that is focused on supporting and advocating for individuals with disabilities. We take pride knowing our work contributes to the advancement of equal opportunities for children and adults with disabilities through programs of therapy, education, and work opportunity.

Ready to make an impact? As our Assistant Manager, Customer and Employee Experience on our Reception Team, you'll lead one of the largest, most dynamic groups in the division. Your role? To drive excellence by facilitating training, coaching, and supporting a customer-centric team. You'll also oversee projects, audits, and continuous process improvements to boost efficiency and elevate the customer experience.

The ideal candidate is a people-focused leader who thrives in fast-paced, customer-facing environments and can adapt quickly to changing needs. Flexibility is a must, as you'll occasionally adjust your schedule to support the team outside of typical hours, including weekends.

This is your chance to be part of a growing team with a mission that truly benefits the community. Ready to lead with purpose? We can't wait to meet you!

Location: Arlington, VA + DMV Area

Schedule: 40 hours per week between Monday - Sunday between 7:00AM - 6PM. Must be able to work a flexible schedule during hours of operation for weekdays and availability over the weekend.

Salary Range: $69,513.00 - $79,352.00 per year

What We Can Offer:

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 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
• 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
• Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Arlington, VA: Company-Provided SmarTrip card or Parking Stipend - $153/month
• Pet Insurance Discount Program

Check out the entire list of benefits Northwest Center has to offer here: https://nwcbenefits.hrbenefits.net/

• Please submit a resume with your application. Cover letters preferred but not required. *

What You Will Do

• Provide management, day to day direction, and leadership to the entire Reception Team.
• Ensure appropriate staffing levels within Amazon buildings, and making sure staff are onsite and prepared for operations at scheduled start times. Communicating employee call outs to leadership and willing to provide coverage as needed.
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.
• Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.
• Partner with Reception Program Manager on developing new program initiatives, developing appropriate SOP's and operational standards.
• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
• Handle escalated situations with callers, visitors, community members, vendor partners, and all guests
• Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.
• Attend regular meetings and trainings regarding events, and program improvements.
• Assume day-to-day responsibility for assigned projects and successful task completion.
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and Amazon partners.

Who You Are

• Associate degree required; bachelor's degree preferred
• 3+ years of supervisory experiences leading teams of 12+ people
• Minimum 4-year customer service or administrative support experience
• Must have a valid driver's license and auto insurance
• Personal vehicle to drive between various sites including Herndon, VA, Arlington, VA, Jessup, MD and DC
• Advanced computer skills in MS Office
• Experience in crowd or security management systems (i.e. Lenel, Right Crowd) preferred
• Commitment to Northwest Center's mission of inclusion and ability to successfully work in a diverse environment.
• Ability to practice a high level of confidentiality.
• Interpersonal skills to effectively motivate others. Lead change and innovation.
• Maintain good judgment in fast-paced, high-stress environments.
• 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.
• Attention to detail and accuracy.
• 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.

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 [email protected]

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.