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 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

• Define and execute the long-term (3-5 year) strategic roadmap for the Call Center, including technology modernization, geographic expansion, and service delivery optimization.
• Drive enterprise-wide transformation initiatives to enhance customer experience, operational efficiency, cost optimization, and program scalability while maintaining service quality.
• Design and implement innovative call center strategies while leading change management for major transitions and technology rollouts.
• Partner with executive leadership to align call center strategy with broader organizational objectives.
• Manage P&L responsibility for enterprise call center operations.
• Develop annual operating budgets and long-term financial forecasts.
• Identify and implement revenue growth opportunities. 

• Oversee multiple call center sites across different geographic regions, ensuring consistent service delivery and performance.
• Establish and maintain strategic KPIs and success metrics that drive business value.
• Develop scalable operating models that can flex with business growth while maintaining quality.
• Drive continuous process improvement through data analytics and emerging industry best practices.
• Design scalable quality assurance frameworks and standardized operational playbooks to ensure consistent performance across all sites.
• Lead implementation of new call center technologies and digital channels, driving automation and self-service to enhance efficiency and service quality.
• Develop innovative solutions for workforce management and resource optimization.
• Partner with IT teams on systems integration and technology roadmap development.
• Stay current with industry trends and emerging technologies to maintain competitive advantage.

• Build high-performing leadership teams across multiple locations and establish career development and succession planning frameworks.
• Drive talent acquisition and retention strategies for call center personnel
• Foster an inclusive culture that embraces diversity and promotes employee engagement
• Maintain up-to-date, comprehensive training documentation, SOPs, and resource libraries accessible to all agents and supervisors.
• Create engaging training materials using diverse formats (e.g., e-learning, video, live workshops) to accommodate different learning styles and ensure knowledge retention.
• Plan, facilitate, and manage all new hire training classes, including coordination with IT and facilities for onboarding logistics, access, and systems setup.
• Develop and deliver ongoing, reoccurring training programs for agents and supervisors.
• Coordinate cross-training initiatives to increase agent flexibility, reduce knowledge silos, and enhance resource coverage.
• Ensure training aligns with customer expectations, service trends, and operational goals.

• 6+ years of progressive call center management experience
• Experience managing multi-site operations across different geographic regions
• Proven track record of implementing large-scale operational transformations
• Strong financial and analytical skills with P&L management experience
• Experience with call center technologies and digital transformation
• Excellence in stakeholder management and executive communication
• Deep understanding of workforce management and resource optimization
• Background in process improvement methodologies
• Associate degree required; bachelor’s degree preferred
• Interpersonal skills to effectively motivate others. Lead change and innovation.
• Detailed oriented & thorough, with ability to see the “big picture”.
• 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 in fast-pace and high-stress environments  
• 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.
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds, as well as carry supplies to other buildings
• It is a combination of desk and actively visiting several Amazon 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 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.
• Ability to travel domestically.
• 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.