Amazon - Assistant Manager, Events and AWS Skill Center
Description
The Assistant Manager (Senior Supervisor), Event & AWS Skill Center, is responsible for overseeing daily operations, maintaining high standards of customer service and operational efficiency. This role involves managing resources, establishing escalation protocols, and collaborating with vendors and Amazon staff. They will also handle employee scheduling, training, and onboarding, while fostering a team-oriented environment.
Our ideal candidate has a robust customer service experience background, supervisory skills, and the ability to work in a diverse and dynamic environment. Additionally, the Senior Supervisor must be able to travel across Puget Sound Campuses and work flexible hours. This is a fast-paced demanding corporate environment and that will require someone committed to providing professional 5-star customer service.
Location: Seattle, Bellevue & Redmond
Schedule: Monday through Friday, 7:20AM – 3:50PM and 9:35AM - 6:05PM (hours vary and must be flexible to work nights & weekends as needed)
Wage: Starting Wage - $74,048 - $83,678 Full wage range ($74,048 - $93,308)
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
- 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
Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/
Operational Responsibilities
- Confirm that the team is clear on the expectation to provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space
- Ensure program service level agreements (SLAs) 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
- Identify opportunities for improvement and develop new SLAs to enhance operational efficiency and meet evolving business needs
- Establish escalation boundaries and protocol for the team regarding operations. Includes collaborating with vendor partners and Amazon staff to establish procedures
- Work with outside vendors on procurement on materials holding vendors accountable for deliverables, and associated spend
- Proactively identify and communicate resource, support, and operational needs to the Manager to ensure seamless workflow and project success
- Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations
- Communicate and support consistent implementation of reception practices 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
Training
- Work with training team on overall best training practices for new hire and ongoing training.
- Manage successful onboarding experiences for all new hires
People Responsibilities
- Manage performance by establishing clear expectations, evaluating performance against goals, and correcting performance as needed
- Coach and develop to facilitate success in current role and readiness for potential growth into other roles
- Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution
Requirements
- Proven experience as a supervisor or similar management role
- Robust customer service or administrative support experience
- Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace
- Interpersonal skills to effectively motivate others
- Detailed oriented & thorough, with ability to see the “big picture”
- 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
- Advanced computer skills in MS Office Preferred Experience:
- Experience in crowd or security management systems (i.e. Lenel, Right Crowd)
- Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
- Associate degree required; bachelor’s degree preferred
Working Conditions & Physical Demands
- 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
- Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds
- Will need to 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
- 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.
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