Description
Northwest Center has been a vendor at Amazon for over 20 years. The NWC-@-Amazon division has grown to over 360 employees, providing a wide variety of customer service support on Amazon's thriving campuses throughout the nation. Our team works in a unique, fast-paced corporate setting on Amazon's campuses to provide first-rate customer service-focused programs to our clients while also generating revenue that funds Northwest Center's mission of inclusion.
Position Title: Assistant Manager, Training Program
Locations: Hybrid role with the opportunity to work from either South Lake Union or Bellevue
Starting Range: $74,048 - $83,678 per year Full Range: $74,048 - $93,308 per year
As our Assistant Manager, Training Program , you will oversee the supervising and coaching Senior Trainers/Senior Trainer II, performing training needs assessments, audits, designing and delivering curriculum and learning materials for all phases of training initiatives and conducting training programs that will boost employee workplace performance in alignment with the visions and goals of the teams within the division. You will also support the department in the absence of the Training Program Manager.

We are seeking a results-driven, collaborative and creative thoughtful leader who engages with cross functional teams, while simultaneously managing complex projects to achieve determined objectives. You will need to think outside of the box to create, motivate and reward employees who have positions that are not necessarily metric driven.
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
• 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

Check out the entire list of benefits Northwest Center has to offer: http://www.nwcbenefits.com/
What You Will Do
Operational Excellence

• Provide management, day-to-day direction, and leadership to the Shared Services Training team.
• Identify potential challenges and opportunities within the program. Understand the root cause of issues and associated impacts to the program and the customer served.
• Maintain good judgment in fast-paced, high-stress environments
• Detailed oriented and thorough, with ability to assess program holistically
• Passion to foster an inclusive and diverse culture through initiatives, training and 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.
• 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 and demonstrates adaptability as business needs develop and shift.

Training

• Ability to create and update a wide variety of training materials using a variety of tools.
• Develop and implement audits that evaluate the effectiveness of various training programs.
• 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.

People Leadership

• Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve 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.
• Providing corrective employee conversations as necessary related to employee performance, including subsequent follow-up.
• Responsible for the interviewing, hiring, and termination process and discussions, partnering with Human Resources as necessary.
• 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
• Facilitate and lead meetings, workshop sessions and other team activities.

Customer Experience

• Act as liaison between Northwest Center, Amazon, SME's, and other stakeholders ensuring continuity, and ongoing improvement/development of relationships.
• Support the design, development, delivery, and management of communications.

Who You Are

• Associate degree required; bachelor's degree preferred
• 3 three years curriculum development, staff training in group and individual setting, and operations or administrative support experience
• 2 years' experience communicating and collaborating with clients and employees on projects and deliverables.
• Proven experience as a supervisor or similar management role.
• Advanced computer skills in MS Office
• Experience in training video developing and editing preferred
• Manage a high degree of complexity and to distill information, able to think both strategically at a global level as well as effectively developing key processes and deliver and distribute information across multiple channels and mediums.
• Maintains an attitude of flexibility and respect in all relationships with coworkers and leadership.
• Ability to manage changing priorities, meet deadlines and adapt to a changing business environment.
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities.
• Comfortable speaking to groups both informally and in presentational settings.
• Excellent verbal and written communication skills with strong graphic design ability.
• Ability to work flexible hours including nights and weekends.
• 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, perform essential job functions, and/or 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 toward 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.