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 11 Annual Floating Holidays, Parental Leave, and Paid Compassion
• SmartTrip Card or Parking Reimbursement up to $153 per month
• 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
• Physical Wellness Reimbursement Program - $25 per month
• Student Loan Contribution Program - $50 per month
• Pet Insurance Discount Program

• Oversee the Reception team and provide ongoing guidance to the team on leading Leads and Senior Receptionists.
• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.
• Manage escalations received from the team.
• Responsible for program performance ensuring that all procedures, processes and policies are understood and followed.
• Follow up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Carry out supervisory responsibilities in accordance with NWC and Amazon policies and procedures. Additional responsibilities include recruitment and interviewing, training and supporting staff; planning, assigning and directing work; rewarding and providing corrective feedback to employees and effective escalation resolution.
• Coach and practice a growth-plan to facilitate success in current role and readiness for potential growth into other roles.
• Contributes to a positive work environment that encourages retention.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

• Collaborates with NWC Management team on program service level agreements and operation standards ensuring they are met or exceeded, inclusive of staffing levels, and overall customer satisfaction. 
• Monitors and analyses metrics identifying and recommending process improvements where needed.
• Identifies potential challenges and opportunities within the program.  
• Has a high-level overview of our services, contracts, of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes – understands all of the moving parts and how they fit together, helps staff and internal stakeholders understand as well.
• Communicates regularly with internal stakeholders to both obtain and disseminate information about the planned activities of the space, ensuring team members are knowledgeable and confident about operations.
• Deliver engaging presentations and effectively communicate information, data, or reports to diverse audiences.
• Identify and document processes for internal stakeholder review and approval of new or updated procedures.
• Collaborate with other leadership members to ensure consistency of talent practices across department.
• Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.
• Lead and participate in additional projects as assigned.

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all customers.  
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership 
• Be the example of elevated customer support for all levels of interactions and all guests entering Amazon space.
• Act as escalation point for situations with visitors, community members, vendor partners, and all guests.

 
About You

• 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.
• 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 flexible hours including occasional changes in schedule according to project needs. Occasional earlier or later start times, nights and weekends may arise.
• 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.