Amazon - Program Manager, Reception for Northwest Center Services

Description

Northwest Center is now hiring a Program Manager, Reception to join the team!

Northwest Center provides an essential service supporting and staffing front-end positions at Amazon's HQ2 in Arlington, VA. As the Program Manager of the Reception Team, you will oversee the Assistant Manager and their direct reports of Front Desk Receptionists for the Amazon Campus in HQ2.

Your leadership will be key in maintaining the day-to-day operations, uncovering areas of improvement, and presenting recommendations to inform business decisions. Most importantly, you will foster a spirit of teamwork and unity among the team members you lead. Amazon is a fast-paced demanding corporate environment and NWC is committed to providing professional 5-star customer service with every interaction.

If you’ve been waiting for a new challenge to evolve your career within program management, we encourage you to apply today!

Schedule: Full- Time - M-F between 7:30AM - 6:00PM, with ability to work some evenings and weekends as assigned.
Full Wage Range – $77,480.00 - $98,009.60 per year
Location: Arlington, VA to include the DMV Area
Benefits:

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life insurance
• Generous Paid Time Off benefits
• Additional Floating Holidays, Parental Leave, Paid Compassion Leave and Paid Holidays
• Retirement 401(K) with a company match
• Employment Assistance Program (EAP) including six free therapy sessions per year
• Physical Wellness Reimbursement Program
• Student Loan Contribution Program
• Northwest Center is proud to offer its staff an income Protection Benefit to those potentially affected by COVID-19

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

*** Please make sure you attach a resume to your application. Cover letters preferred. ***

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Facilitating employee development through individualized goals and training plans
• Overseeing the performance of the Reception Program by ensuring that all procedures, processes, and policies are understood, followed, and successfully executed
• Participating in efforts to retain and build your team in the following ways:
  
  • As a Hiring Manger when recruiting
  • Training and supporting staff when onboarding
  • Planning, assigning, and directing work when direction is needed
  • Rewarding and providing corrective feedback to employees when resolving escalations
• Collaborating across the organization within various job levels and departments
• Fostering a spirit of teamwork and unity that allows for disagreement over ideas within the team, understands how to manage conflict and strives for win-win resolutions

• Ensuring that team leaders drive their staff to maintain cleanliness and overall visual presence of lobby and back-room storage, ensuring it is cleaned, organized, and stocked
• Acting as the escalation point to support situations with callers, visitors, community members, vendor partners, and all guests as requested by your team leaders
• Supporting team leaders to build teams that provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering the Amazon space
• Schedule and lead regular team leader meetings to discuss updates, concerns, and ideas; report back to Sr. Director with relevant insights and proposed solutions

• As Manager of the Reception team your leadership to the entire Reception Team, including temporary workers is of the utmost importance in areas of direction and guidance and meeting and exceeding expectations of service level agreements
• Monitoring and analyzing metrics identifying effective evaluation methods and recommend process improvements where needed
• Meeting with Team Leads regularly to identify potential challenges and opportunities within the program to communicate and collaborate with key stakeholders to implement timely solutions
• Leading additional project related work, effectively delegating as needed ensuring all project/task deadlines are met

NEEDED EXPERIENCE & REQUIREMENTS

Education

• Bachelor’s degree or equivalent combination of education and experience

Required Experience

• A minimum of 4+ years of experience in people management, project or program management, and operations of high-performing programs with direct supervision of supervisory-level staff
• Background leading strategic planning and execution across a corporate organization preferred
  Experience in crowd or security management systems (i.e., Lenel, Right Crowd) preferred

DEMONSTRATABLE SKILLS

• Commitment to Northwest Center's mission of inclusion and ability to work successfully in a diverse environment
• Ability to practice a high level of confidentiality
• Interpersonal skills to effectively motivate others and lead change and innovation
• Maintain good judgment in fast-paced, high-stress environments
• Detailed-oriented & thorough, with the ability to see the big picture
• Passion for fostering 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

• Ability to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds
• Ability to move consistently within a 1.5 radius is required
• 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
• 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

ABOUT US

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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