What are the responsibilities and job description for the Assistant Manager, Spheres & Understory Program - Amazon position at Northwest Center?
Under the direction of the Spheres & Understory Program Manager, the Assistant Manager assumes responsibility for providing support to drive continuous improvement for the Spheres & Understory programs and align program deliverables with organizational goals and service level targets. Coaching and developing Spheres & Understory staff to ensure we provide a customer centric experience through each interaction is our largest goal.
The successful candidate is a results-driven, collaborative and creative thoughtful leader who engages with cross functional teams, while simultaneously managing complex projects to achieve determined objectives. This individual will need to think outside of the box to create, motivate and reward employees who have positions that are not necessarily metric driven.
In this role, you will lead a dedicated team responsible for creating memorable experiences for all visitors, fostering a culture of excellence in customer service while developing and motivating team members to achieve their highest potential.
Location: Seattle
Schedule: 9am-6pm Monday- Friday and on select Saturdays. Schedules may vary due to operating hours.
Wage: Starting Range: $77,969 - $89,041 per year | Full Range $77,969 - $100,081 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 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 here: http://www.nwcbenefits.com/
Key Responsibilities
Operational Excellence
- Provide management, day to day direction, and leadership to the entire Spheres and Understory team, with emphasis on assigned programmatic components
- Ensure optimal staffing to accommodate peaks and slower periods of activity
- Identify potential challenges and opportunities within the programs; understand the root cause of issues and associated impacts to the program and the customer served
- Communicate and collaborate with various stakeholders
- Engage in process improvement and maintenance of documentation, including SOPs and work instructions
- Lead and implement change initiatives related to business process and technologies
- Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures
- Support reporting through dashboard maintenance and the collection/analysis of program metrics
- Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; demonstrates adaptability as business needs develop and shift
- Exercises good judgment in areas of responsibility; identifies or assists in identifying alternative solutions to problems or situations
People Leadership
- Responsible for employee development through in-the-moment coaching, regular 1:1 meetings, and the creation of individualized goals and training plans
- Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed
- Engage in corrective employee conversations as necessary, including additional leadership as appropriate
- Participate in interviewing, hiring, and termination discussions
- Contribute to a positive work environment that supports employee retention
- 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
- Lead by example, providing mentorship for all team members
- Collaborate with training team to maintain training materials and facilitate ongoing trainings
- Ensure leadership of mentorship and shadowing opportunities are appropriately allocated within the team
Customer Experience
- Act as liaison between Northwest Center, Amazon, and other vendors ensuring continuity, and ongoing improvement/development of relationships with various Amazon Teams providing an enhanced Amazon brand experience
- Provide elevated customer support for Amazon employees, public guests, and vendor partners
- Respond to visitor and employee inquiries, whether it be compliments, comments, and/or complaints about both the Spheres and Understory
- Develop detailed knowledge of visitor audiences in order to meet existing needs, grow, and diversify
Requirements
- Minimum 3-year customer service or administrative support experience
- Minimum 2-year people leadership experience, ideally in a supervisory or managerial role
- Proficiency in MS Office Suite
- Experience with Smartsheet or similar work management and data visualization platforms preferred
- Proven excellent customer service skills and the ability to multi-task in a fast-paced environment while remaining professional and friendly
- Maintain good judgement in ambiguous/stressful situations; calm under pressure
- Excellent interpersonal skills; able to connect with employees and the community
- An efficient, clear communicator capable of supporting diverse audiences
- Detail oriented, thorough, and accurate in all tasks
- Ability to write concisely and communicate effectively
- Comfortable presenting to groups of all sizes, formally and informally
- Flexibility to work various shifts, including nights and weekends
- A flexible, supportive team player, capable of bringing positivity to all situations
- Ability to understand, interpret and follow Amazon's policies and procedures
- Maintains regular and consistent attendance and punctuality
- Maintains an attitude of flexibility and respect in all relationships
- Commitment to Northwest Center's mission of inclusion and ability to successfully work in a diverse environment
- Ability to practice a high level of confidentiality without exception
- Organized and thorough in planning and execution
- Possesses strong conflict resolution, critical thinking and problem-solving skills
- Ability to manage changing priorities, meet deadlines and adapt to changing environments
- Strong group management and customer service skills
- Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals
- Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities
- Interpersonal skills to effectively motivate others; lead change and innovation
- Detailed oriented & thorough, accurate, with ability to assess program holistically
- Effective project management skills, including planning & organization
- Demonstrated competencies in communication, strategic planning, problem solving, financial management and team leadership
- Demonstrated ability to respond effectively to multiple conflicting priorities, continuously prioritize deliverables and to respond in a dynamic work environment
- Associate degree required.
Working Conditions and Physical Demands
- Ability to work in an environment with varying temperatures averaging between 72-76° F and a relative humidity level of 60%
- Ability to navigate uneven terrain and stairs (with or without mobility aids)
- Ability to stand or walk for extended periods of time, up to the entire duration of the shift.
- Ability to sit for extended periods of time, up to the entire duration of the shift
- Ability to independently walk/move consistently within a 1.5 mile radius
- 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 read, write, speak and comprehend the English language
- Ability to speak to visitors, staff and colleagues for the duration of each shift
- Ability to use electronic communication devices including radios and telephones
- Ability to work outdoors in various weather conditions to support special events and projects
- Ability to work flexible hours including nights and weekends
- The Spheres is a plant-dense environment with over 800 plant species. Pollen and varied fragrances are present in the air year-round.
- Amazon's campus is a dog-friendly environment with over 1,000 dogs on campus. You are likely to encounter dogs and dog allergens while at work.
About Northwest Center
When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways.
As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center’s businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability.
Northwest Center’s mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity
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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Salary : $77,969 - $89,041
