Assistant Manager, Customer and Employee Experience

The Northwest Center @ Amazon team operates in a fast-paced and corporate environment where we provide professional 5-star customer service across several program divisions. The Northwest Center @ Amazon team provides a wide variety of office and logistical services to Amazon. We are a non-profit organization that is focused on supporting and advocating for individuals with disabilities. We take pride knowing our work contributes to the advancement of equal opportunities for children and adults with disabilities through programs of therapy, education, and work opportunity. Ready to make an impact? As our **Assistant Manager, Customer and Employee Experience** on our Reception Team, you’ll lead one of the largest, most dynamic groups in the division. Your role? To drive excellence by facilitating training, coaching, and supporting a customer-centric team. You’ll also oversee projects, audits, and continuous process improvements to boost efficiency and elevate the customer experience. The ideal candidate is a people-focused leader who thrives in fast-paced, customer-facing environments and can adapt quickly to changing needs. Flexibility is a must, as you’ll occasionally adjust your schedule to support the team outside of typical hours, including weekends. This is your chance to be part of a growing team with a mission that truly benefits the community. Ready to lead with purpose? We can’t wait to meet you! **Location:** Arlington, VA + DMV Area **Schedule:** 40 hours per week between Monday - Sunday between 7:00AM - 6PM. Must be able to work a flexible schedule during hours of operation for weekdays and availability over the weekend. **Salary Range:** $69,513.00 - $79,352.00 per year **What We Can Offer:** - Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment - 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 - 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 - Wellness Reimbursement Program - $25/month - Student Loan Contribution Program - $50/month - Arlington, VA: Company-Provided SmarTrip card or Parking Stipend - $153/month - Pet Insurance Discount Program Check out the entire list of benefits Northwest Center has to offer here:**https://nwcbenefits.hrbenefits.net/** **\* Please submit a resume with your application. Cover letters preferred but not required. \*** **What You Will Do** - Provide management, day to day direction, and leadership to the entire Reception Team. - Ensure appropriate staffing levels within Amazon buildings, and making sure staff are onsite and prepared for operations at scheduled start times. Communicating employee call outs to leadership and willing to provide coverage as needed. - Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction. - Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes. - Partner with Reception Program Manager on developing new program initiatives, developing appropriate SOP’s and operational standards. - Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals. - Handle escalated situations with callers, visitors, community members, vendor partners, and all guests - Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations. - Attend regular meetings and trainings regarding events, and program improvements. - Assume day-to-day respons…