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 Operations Manager (Multi-Site Teams)
Location: South Lake Union and the Greater Puget Sound region
We’re looking for a senior program and operations leader to elevate our program services to new heights. As the Senior Operations Manager, you will drive continuous improvement and strategic alignment across multiple programs, leading management teams of 60+ employees across various regions, while maintaining accountability for a $6M+ portfolio.
The Senior Manager is a results-driven, collaborative leader who achieves service excellence through coaching and empowering managers. This role ensures operations are executed consistently, with quality and speed, while meeting program objectives and service level targets. The Senior Manager also champions continuous improvement, develops cross-functional relationships, and implements strategic initiatives to enhance operational efficiency and financial impact across their portfolio. Success requires balancing rapid, high-quality execution with strategic oversight, and effectively communicating plans and goals across all levels of the organization.
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.
Full Salary Range: $135,408 - $150,000 per year
Schedule: Full Time, Monday – Friday between program operating hours of 6:00am – 6:00pm
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
What You Will Do
People Leadership
- Responsible for leadership level development through individualized goal creation and training plans to ensure that employees achieve professional development goals.
- Partner with training leadership to identify developmental opportunities, drive continuous improvement, and strengthen supervisory and management teams.
- Supports and embraces an inclusive and diverse workforce. Working to promote equity and inclusion throughout the division.
- Understands and promotes Northwest Center’s mission throughout the workplace, working as an ambassador of the OneNWC culture.
- Carry out supervisory responsibilities in accordance with NWC and client policies and procedures. Additional responsibilities include recruitment and interviewing, training and supporting staff; planning, assigning and directing work; rewarding and
- Foster a spirit of teamwork and unity among team members that encourages retention and allows for disagreement over ideas, conflict and expeditious conflict resolution.
Operational Excellence
- Provide leadership and strategic direction for their entire portfolio of programs, ensuring effective execution and consistent high-quality service delivery.
- Ensure operational continuity across their geographic portfolio between their direct reports, holding employees accountable for excellence and providing the best customer experience. Guaranteeing consistent use of operating procedures, and company/client policies.
- Builds valued relationships, enabling on-going and effective partnerships focused on achieving shared objectives for the customer and Northwest Center.
- Identify potential challenges and opportunities within each program. Research root causes and impacts of issues and potential solutions for customers. Identify areas to reduce expenses.
- Communicate with internal stakeholders to disseminate information and ensure team readiness for planned activities of the space.
- Monitor SLAs and KPIs, identifying and recommending ongoing process improvements to meet or exceed targets.
- Apply workforce management techniques and real-time analysis to optimize staffing and resource efficiency and achieve service level goals/business objectives across multi-site operations.
Strategic Vision & Planning
- Partner with Director and other Divisional Executive team members on long term growth initiatives for the programs, providing insight into operational effectiveness and impact to the programs.
- Design project plans to advance company’s information systems, implement said plans upon approval, assign project activities to personnel and monitor milestone and completion progress.
- 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 programs, reviewing roadblocks and program challenges and working with leadership team on scalable solutions.
Who You Are
- Bachelor’s degree required
- 5+ years leading multi-site programs and operations with direct supervision and development of people managers.
- 7+ years management experience, preferred
- Ability to clearly communicate high level strategy and details effectively across disciplines, locations, and organizations, including executive leadership.
- Organization, planning, and business skills alongside strategic thinking ability.
- Keen understanding of how to deliver excellent results within a talented team, as well as being able to drive change across other organizations.
- Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.
- Ability to communicate effectively with both technical and non-technical individuals, across globally distributed teams.
- Advanced computer skills in MS Office.
- Background leading strategic planning and execution across a corporate organization, preferred.
- Experience in budget management and oversight of company P&L and operational planning to meet financial targets, preferred
- Experience in Capacity Planning, preferred
- Exercises good judgment in areas of responsibility. Identifies or assists in identifying alternative solutions to problems or situations.
- Regularly seek new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.
- Passion to foster 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.
- Interpersonal skills to effectively motivate others. Lead change and innovation.
Working Conditions
- Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds. May need to carry supplies to other buildings.
- It is a combination of desk and actively visiting several Amazon buildings so the ability to move consistently within a 1.5-mile 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.
- Ability to travel domestically.
- 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.
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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