Assistant Manager, Program Operations
Northwest Center - Arlington, VA
posted 4 days ago
About the position
Northwest Center has been a vendor at Amazon for over two decades. The NWC @ Amazon division has grown to over 300 employees, providing a wide variety of customer service support on Amazon's thriving campuses nationwide. The Move Program is crucial in managing the internal office move process. They collaborate with vendors to execute corporate relocations, guide the customer's point of contact through each stage of the move, and serve as the primary source of information for all aspects of the relocation. Their expertise ensures smooth and efficient transitions, maintaining high standards of service and communication throughout the entire process. As the Assistant Manager of Program Operations, you will oversee the team that manages Moves, Adds, and Changes (MAC) services across the Amazon campus. We seek a passionate people leader eager to support our team by facilitating their professional development and day-to-day performance management. Our new leader will provide a balance of customer obsession and technical understanding to set clear performance expectations, monitor progress against goals, and provide coaching to ensure the team's success.
Responsibilities
- Provide management, day-to-day direction, and leadership to the Move Ambassador team.
- 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.
- Providing corrective employee conversations related to employee performance as necessary, 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 of talent.
- Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.
- Ensure program service level agreements and operation standards are met or exceeded, including staffing levels, email response times, and overall customer satisfaction.
- Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures.
- Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure the adoption of new rollouts.
- Drive a complex program across multiple stakeholders, maintaining and cultivating client relationships.
- Identify potential challenges and opportunities within the programs. Communicate and collaborate with key stakeholders to implement timely solutions.
- Deliver engaging presentations and effectively communicate information, data, or reports to diverse audiences.
- Design reports, support dashboards, and analyze data to track activity.
- 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 and vendor partners.
- Partner with the Lead to handle escalated situations during the move process.
Requirements
- Bachelor's Degree or equivalent combination of education and experience.
- 4-year customer service or administrative support experience.
- 2+ years of experience in a leadership role.
- 2+ years' experience with project or program management or business operations.
- Commitment to Northwest Center's mission of inclusion and ability to successfully work in a diverse environment.
- Detailed oriented and 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.
- Regularly seeks new and improved methodologies for enhancing the effectiveness of organization.
Benefits
- 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.
