Senior Program Manager, Community and Engagement Program Services

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: Senior Manager, Community and Engagement Program Services

Location: South Lake Union and the Greater Puget Sound region

We’re looking for a trailblazing, strategic leader to elevate our community programs to new heights. As Senior Manager of Community and Engagement Program Services, you’ll drive nationwide initiatives, expanding the reach of Amazon’s most iconic programs across multiple locations. You’ll work hand-in-hand with senior leadership to craft bold, high-impact strategies that fuel growth, enhance operational efficiency, and create meaningful, lasting impact. If you're ready to lead with vision and drive real change, this is the opportunity for you!

The ideal candidate will be collaborative and invested in growing a high-functioning leadership team and fostering their development. You’ll master the art of delegation, empowering your team to drive results while ensuring efficiency and quality. Your influence will span all levels of the organization—from executives to frontline staff—making every decision count. A background in events, museums, aquariums, zoos, or other public-facing spaces with a focus on community engagement and creativity is preferred.

In alignment with our commitment to fostering a diverse, equitable, and inclusive workplace, we are dedicated to building teams with varied backgrounds, identities, and experiences. If you align with the majority of our qualifications and share Northwest Center's values and mission, we warmly invite you to apply.

Salary Range: $135,408 - $157,331 per year | Full Range: $135,408 - $179,254 per year

Schedule: Full Time, Monday – Friday

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 10 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

People Leadership

• Overseeing a team of around five leaders of NWC @ Amazon programs including the Banana Stand Program, Dogs at Work, and the Spheres and Understory Program.
• Responsible for the professional development of leaders supporting teams to drive a high level of customer service in their customer facing programs.
• Work collaboratively with senior leadership to develop opportunities for the community programs, focusing on continuous improvement and new scope development.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.
• Supports and embraces an inclusive and diverse workforce.
  
  

Operational Excellence

• Provide leadership and strategic direction, to the various programs focusing on leading and providing direction to managers across our various locations.
• Ensure operational continuity across multiple campuses in different geographies between managers, holding employees accountable for excellence and providing the best customer experience.
• Identify potential challenges and opportunities within each program. Identify and understand the root cause of issues and associated impacts to the program and the customer.
• Communicate 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.
• Monitor and analyze program service level agreements (SLA’s) and key performance indicators (KPI’s), identifying and recommending ongoing process improvements to ensure programs meet or exceed those targets.
• Provide monitoring and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals and business objectives.
• Thinking creatively to research and identify potential solutions that will help the business reduce contacts, reduce expenses and improve efficiency while improving customer satisfaction.
  
  

Strategic Vision & Planning

• Develop, Lead, and Execute long term growth initiatives for managed programs and the overall division. Partnering with Executive team members to ensure alignment to organizational goals and objectives while providing insight into operational effectiveness and impact to programs.
• Develop and implement effective evaluation methods to assess program strengths and areas in need of address and improvement.
• Become the solutions provider and subject matter expert of the program, reviewing roadblocks and program challenges and working with leadership team on scalable solutions.
  
  

Who You Are

• Bachelor’s degree required; master’s degree preferred.
• A minimum of 5 years of experience in Program Management, PR, events, inventory management, and operations of high performing programs with direct supervision of management level staff.
• 7 Years management experience preferred.
• Background leading strategic planning and execution across a corporate organization preferred.
• Experience in budget management and oversight over company P&L, operational planning to meet financial targets, and experience in capacity planning preferred.
• Ability to clearly communicate high level strategy and details effectively across disciplines, locations, and organizations, including to executive leadership.
• Organization, planning, and business skills alongside strategic thinking ability
• Keen understanding for how to deliver excellent results within a talented team, as well as being able to drive change across other organizations.
• Detailed oriented & thorough, with ability to see the “big picture”.
  
  

Working Conditions

• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• It is a combination of desk and actively visiting several Amazon buildings so the ability to travel consistently within a 1.5 radius is required.
• 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. This role requires flexibility in scheduling and hours per week with the understanding that every reasonable accommodation is made to support the customer.
  
  

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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