A mission that will make you proud

Description

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions.

In your role as Assistant Program Manager, your focus will be on supporting the Park Ambassador program. The Assistant Manager assumes responsibility for providing support and to drive continuous improvement for the program while aligning program deliverables with organizational goals and service level targets. Responsibilities include process documentation and implementation, coaching and developing staff to ensure we provide a customer centric experience through each interaction. A successful candidate will be resourceful, customer-focused, and team-oriented, and will have an ability to work independently under time constraints. You will provide 5-star customer service and have an obsession for customer satisfaction.

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Schedule:  Monday - Sunday between 8:30AM - 7PM. Must be able to work a flexible schedule during hours of operation for weekdays and availability over the weekend.
Salary Starting Rate: $67,504.84 | Full Salary Rate: $67,504.84 - $85,051.20
Location: Arlington, VA & Washington, DC Area
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
• Employment Assistance Program (EAP) including six free therapy sessions per year
• Opportunity to become a mentor or mentee through NWC’s Mentorship Match program
• Physical Wellness Reimbursement Program - $25 per month
• Student Loan Contribution Program - $50 per month
• Northwest Center is proud to offer its staff an income Protection Benefit to those potentially affected by COVID-19

• Provide day to day management of Park Ambassador staff.
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, metrics reporting, and overall customer satisfaction.
• Lead and participate in additional project related work, delegating as needed.
• Become the subject matter expert of all program operations, but not limited to, security, facility procedures, vendor points of contact, and any escalation processes.
• 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.

• Partner with leadership ensuring up to date training documents, and resources are available for all staff.
• Work with leadership on overall best training practices for new hire and ongoing training.

• 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 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.
• Conducts interviews, 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.

• 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.
• Develop excellent knowledge of the park, retail space, and local amenities in order to grow and diversify the audiences.

Needed Experience/Education

Education

• Associates degree required, Bachelor’s degree preferred

Experience
Required Experience

• 3+ years of supervisory experiences leading teams of 12+ people
• Minimum 4-year customer service or administrative support experience
• Proven experience in project coordination
• Advanced computer skills in MS Office

• Experience in crowd or security management systems (i.e. Lenel, Right Crowd)

Demonstrable Skills

• Commitment to Northwest Center’s mission of inclusion and ability to successfully work in a diverse environment.
• Strong ability to work and interact with the public and diverse audiences.
• Willingness and ability to work and engage with people from a variety of racial, cultural, and economical backgrounds with various lifestyles and of all ages.
• 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.
• 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 potentially lift or carry items up to 50 pounds.
• Requires roving the park, so the ability to walk consistently within a 1.5 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.

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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