Amazon - Manager, Program Services for Northwest Center Services

Administrative Arlington, Virginia


Description

Level up your career with Northwest Center and join us as our new Program Manager!

About You - As the Manager of one of the greatest teams in our Division, the Reception Team, you will oversee the Assistant Manager and their direct reports of Front Desk Receptionists for the Amazon Campus. Your leadership will be key in maintaining the day to day operations and ensure that our program service level agreements with Amazon are not just met but exceeded! Amazon is a fast-paced demanding corporate environment and NWC is committed to providing professional 5-star customer service with every interaction.

You’ll be the go-to person for our Sr. Manager and present recommendations to inform important business decisions and every day you will lead meetings, look for relevant improvements to processes and uncover areas of improvement. Most importantly, you will foster a spirit of teamwork and unity among the team members you lead.

Schedule: 
Full- Time - M-F between 7:30AM - 6:00PM, with ability to work some evenings and weekends as assigned. 
Wage: 
$83,000 per year
Location: Arlington, VA to include the DMV Area
Benefits: 

  • Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance  
  • Generous Paid Time Off benefits
  • Additional Floating Holidays, Parental Leave, Paid Compassion Leave and Paid Holidays
  • Retirement 401(K) with a company match
  • Employment Assistance Program (EAP) including six free therapy sessions per year
  • Gym & Fitness Reimbursement Program
  • Student Loan Repayment Program

Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/


*** Please make sure you attach a resume to your application. Cover letters preferred.  ***

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS

Leadership
  • Responsible for employee development through individualized goals and the creation of training plans to ensure that your employees achieve the established goals
  • Responsible for the overall performance of the Program ensuring that all procedures, processes and policies are understood, followed and successfully executed
  • Foster a culture where your team is maintaining employee conversations as per process related to employee performance, always willing to jump in when additional leadership is necessary
  • Manage and participate in efforts to retain and build your team in the following ways - as a Hiring Manger when recruiting, training and supporting staff when onboarding; planning, assigning and directing work when direction is needed; and rewarding and providing corrective feedback to employees when resolving escalations
  • Work collaboratively across the organization with different job levels and departments and Is not averse to change
  • Foster a spirit of teamwork and unity that allows for disagreement over ideas within the team, understands how to manage conflict and strives for win-win resolutions

Customer Experience

  • Act as the escalation point to handle situations with callers, visitors, community members, vendor partners, and all guests as requested by your team leaders
  • Ensure that team leaders drive their staff to maintain cleanliness and overall visual presence of lobby and back-room storage, ensuring it is cleaned, organized, and stocked
  • Schedule and lead regular team leader meetings to discuss updates, concerns, and ideas; report back to Sr. Director with relevant insights and proposed solutions
  • Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations
  • Ensure that team leaders drive their staff to provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering the Amazon space

Operational Excellence
  • As Manager of the Reception team your leadership to the entire Reception Team, including temporary workers is of the utmost importance in areas of direction and guidance and meeting and exceeding expectations of service level agreements
  • Monitor and analyze metrics identifying effective evaluation methods and recommend process improvements where needed
  • Meet with Team Leads regularly to identify potential challenges and opportunities within the program. Communicate and collaborate with key stakeholders to implement timely solutions
  • Lead additional project related work, effectively delegating as needed ensuring all project/task deadlines are met
  • Maintain a 12-month rhythm of the business dashboard that outlines key events, regular meetings, training sessions and other items of business impact


NEEDED EXPERIENCE & REQUIREMENTS

Education

  • Bachelor’s degree or equivalent combination of education and experience


Required Experience

  • A minimum of 4+ years of experience in project/program management and operations of high performing programs with direct supervision of supervisory level staff
  • Advanced computer skills in MS Office

Preferred Experience

  • 5+ Years management experience
  • Background leading strategic planning and execution across a corporate organization
  • Experience in crowd or security management systems (i.e. Lenel, Right Crowd)


DEMONSTRATABLE SKILLS

  • 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
  • Manages confidentiality without exception
  • Maintain good judgment in fast-paced, high-stress environments
  • 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.
  • Attention to detail and accuracy
  • 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.

WORKING CONDITIONS & PHYSICAL DEMAND
  • 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.
  • Variable working hours between 07:30AM and 6:00PM with occasional nights and weekends
  • It is a combination of desk and actively visiting several client buildings so the ability to move consistently within a 1.5 radius is required.
  • Ability to read, write, communicate 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 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

ABOUT US

If you need any assistance with the application process, please send us an email at [email protected] and include the title of the role in the subject line.

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.


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