A mission that will make you proud

Description

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance 
• 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
• 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

• Provide management, day to day direction, and leadership to the entire Spheres and Understory team, with emphasis on assigned programmatic components
• Ensure optimal staffing to accommodate peaks and slower periods of activity
• Identify potential challenges and opportunities within the programs; understand the root cause of issues and associated impacts to the program and the customer served
• Communicate and collaborate with various stakeholders
• Engage in process improvement and maintenance of documentation, including SOPs and work instructions
• Lead and implement change initiatives related to business process and technologies
• Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures
• Support reporting through dashboard maintenance and the collection/analysis of program metrics
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; demonstrates adaptability as business needs develop and shift
• Exercises good judgment in areas of responsibility; identifies or assists in identifying alternative solutions to problems or situations

• Responsible for employee development through in-the-moment coaching, regular 1:1 meetings, and the creation of individualized goals and training plans
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed
• Engage in corrective employee conversations as necessary, including additional leadership as appropriate
• Participate in interviewing, hiring, and termination discussions
• Contribute to a positive work environment that supports employee retention
• 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
• Facilitate and lead meetings, workshop sessions and other team activities
• Lead by example, providing mentorship for all team members
• Collaborate with training team to maintain training materials and facilitate ongoing trainings
• Ensure leadership of mentorship and shadowing opportunities are appropriately allocated within the team

• Act as liaison between Northwest Center, Amazon, and other vendors ensuring continuity, and ongoing improvement/development of relationships with various Amazon Teams providing an enhanced Amazon brand experience
• Provide elevated customer support for Amazon employees, public guests, and vendor partners
• Respond to visitor and employee inquiries, whether it be compliments, comments, and/or complaints about both the Spheres and Understory
• Develop detailed knowledge of visitor audiences in order to meet existing needs, grow, and diversify

• Minimum 3-year customer service or administrative support experience
• Minimum 2-year people leadership experience, ideally in a supervisory or managerial role  
• Proficiency in MS Office Suite 
• Experience with Smartsheet or similar work management and data visualization platforms preferred
• Proven excellent customer service skills and the ability to multi-task in a fast-paced environment while remaining professional and friendly
• Maintain good judgement in ambiguous/stressful situations; calm under pressure
• Excellent interpersonal skills; able to connect with employees and the community
• An efficient, clear communicator capable of supporting diverse audiences
• Detail oriented, thorough, and accurate in all tasks
• Ability to write concisely and communicate effectively
• Comfortable presenting to groups of all sizes, formally and informally
• Flexibility to work various shifts, including nights and weekends
• A flexible, supportive team player, capable of bringing positivity to all situations
• Ability to understand, interpret and follow Amazon's policies and procedures 
• Maintains regular and consistent attendance and punctuality
• Maintains an attitude of flexibility and respect in all relationships  
• 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 without exception
• Organized and thorough in planning and execution
• Possesses strong conflict resolution, critical thinking and problem-solving skills
• Ability to manage changing priorities, meet deadlines and adapt to changing environments
• Strong group management and customer service skills
• 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. Employs imagination and creativity in the application of duties and responsibilities
• Interpersonal skills to effectively motivate others; lead change and innovation
• Detailed oriented & thorough, accurate, with ability to assess program holistically
• Effective project management skills, including planning & organization
• Demonstrated competencies in communication, strategic planning, problem solving, financial management and team leadership
• Demonstrated ability to respond effectively to multiple conflicting priorities, continuously prioritize deliverables and to respond in a dynamic work environment  
• Associate degree required. 

• Ability to work in an environment with varying temperatures averaging between 72-76° F and a relative humidity level of 60%
• Ability to navigate uneven terrain and stairs (with or without mobility aids)
• Ability to stand or walk for extended periods of time, up to the entire duration of the shift.
• Ability to sit for extended periods of time, up to the entire duration of the shift
• Ability to independently walk/move consistently within a 1.5 mile radius
• 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 read, write, speak and comprehend the English language
• Ability to speak to visitors, staff and colleagues for the duration of each shift
• Ability to use electronic communication devices including radios and telephones
• Ability to work outdoors in various weather conditions to support special events and projects
• Ability to work flexible hours including nights and weekends
• The Spheres is a plant-dense environment with over 800 plant species. Pollen and varied fragrances are present in the air year-round.
• Amazon's campus is a dog-friendly environment with over 1,000 dogs on campus. You are likely to encounter dogs and dog allergens while at work.

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