Job Description

Description

The Program Manager, Customer Experience is responsible for overseeing all team members and operations within their designated buildings. This includes implementing new systems, policies, and training while ensuring compliance with relevant requirements. As a people manager, the role demands the ability to support team members with diverse work styles, personalities, and goals. You will provide  coaching and developing staff to deliver a customer-centric experience, managing various projects and audits, and enhancing processes to boost overall team efficiency. You will also provide ongoing support to ensure team members progress in their job responsibilities while promoting their growth and well-being. In this leadership position, you will facilitate skill development and help employees achieve their individual goals. At Northwest Center @ Amazon, we operate in a fast-paced corporate environment and are dedicated to delivering exceptional 5-star customer service in every interaction.

Schedule:Monday – Friday; 7:00 am – 6:00 pm (Hours will vary)
Location: Arlington, VA + DMV Area
Starting Salary: $85,800 - $96,969 per year | Full Salary Range: $85,800 - $108,118 per year
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
• 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

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

What You Will Do

People

• 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.

Operational Excellence

• 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.

Customer Experience

• 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

• Associates’ degree required, Bachelor’s degree preferred.
• 4+ years of people management experience with proven experience in a corporate office operations 
• High performing programs with direct supervision of supervisory level staff
• Advanced computer skills in MS Office
• Background leading strategic planning and execution across a corporate organization
• Experience in crowd or security management systems (i.e. Lenel, Right Crowd) 
• 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 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.

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 jobs@nwcenter.org.     

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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