Reception Supervisor - Amazon

As our Reception Supervisor, you will lead daily operations across your assigned buildings, playing a key role in shaping a professional and welcoming environment. You'll guide and support a team that delivers consistent, high-quality service, setting clear expectations and fostering strong performance.

In this role, you'll coach and develop team members to provide thoughtful, customer-focused experiences. You'll also take ownership of projects, lead audits, and identify opportunities to improve processes and drive greater efficiency.

Within Amazon's fast-paced corporate environment, you'll manage competing priorities, solve problems as they arise, and help ensure every guest and employee interaction is seamless and well-executed.

This is an opportunity to make a visible impact-ideal for someone who enjoys leading teams, improving operations, and delivering service that stands out for its quality and consistency.

Location: Baltimore, MD

Schedule: Monday through Friday, an 8-hour shift, between the hours of 7:15 am - 6:05 pm. Occasional nights and weekends as needed.

Hourly Rate: $29.31 per hour

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
• Free Parking onsite
• 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

Operational Excellence

• Provide management, day to day direction, and leadership to the entire Reception Team, including temporary workers.
• Ensure appropriate staffing levels within Amazon building's, 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.
• Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources.
• Lead and participate in additional project related work, delegating as needed.
• 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.
• Learn & Maintain strong working knowledge of company products and services, and offer technical support and information to team members

People

• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
• Responsible for training new receptionists in all administrative support and customer support expectations, and procedures both on the desk and on the phone.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Assist Management in interviewing, hiring, and termination discussions.
• Contributes to a positive work environment that encourages retention and talent\
• Work collaboratively across the organization with different job levels and departments
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

Customer Experience

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.
• Handle escalated situations with callers, visitors, community members, vendor partners, and all guests
• Maintain cleanliness and overall visual presence of lobby and back room storage ensuring it is cleaned, organized and stocked as necessary.
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
• Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.

About You

• Associates' degree required; Bachelor's degree preferred.
• 3 years of customer service or administrative support experience.
• 3+ Years supervisory experience preferred.
• 2+ years proven experience as a supervisor or similar management role
• 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.
• 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.
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
• 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.

Working Conditions & Physical Demands

• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• May need to carry supplies to other buildings.
• It is a combination of desk and actively visiting several Amazon buildings so the ability to walk consistently within a 1.5 radius is required.
• 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 occasionally arriving early, staying late on a moment's notice and occasional evening and weekend shifts.
• This is a dog friendly environment with over 1,000 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.