Amazon - Assistant Program Manager - Audit Team

Northwest Center Services @ Amazon is hiring!

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions. The Audit team provides facilities audit support; helping Facility Managers ensure building readiness, observe trends and notate when maintenance and aesthetic standards are not met.

Under the direction of the Senior Manager, the Assistant Manager assumes responsibility for the Audit program, driving continuous improvement and aligning program deliverables with organizational goals and service level targets. Responsibilities include overseeing daily audits and operations, employee performance, and stakeholder partnership.

The Assistant Manager will work to ensure effective operational execution and service excellence. This includes process improvement to increase the team's overall efficiency, development of program documentation and quality control systems, and coaching team members to execute comprehensive audits.

A successful candidate is results-driven, collaborative, and a people-oriented leader who engages with cross-functional teams to drive effective operations and program growth. The ideal candidate can proactively identify program risks, align program deliverables with organizational goals and service level targets, and further integrate the support Northwest Center provides to Facilities Management.objectives.

Location: Seattle (South Lake Union, Sodo, Queen Anne), Bellevue, Redmond

Starting Salary Range: $77,969 - $89,041 per year | Full Salary Range: $77,969 - $100,081 per year

Schedule: Monday - Friday between 6:00am-6pm (8 hr shift hours vary)

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 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Employment Assistance Program (EAP) including six free therapy sessions per year
• Opportunity to become a mentor or mentee through NWC's Mentorship Match program
• Physical Wellness Reimbursement Program - $25 per month
• Student Loan Contribution Program - $50 per month
• Northwest Center is proud to offer its staff an income Protection Benefit to those potentially affected by COVID-19

Responsibilities

Operational Excellence

• Oversee daily operations, providing leadership and day to day direction to audit team ensuring accuracy, effectiveness, and timeliness of completion.
• Develop a thorough understanding of audit requirements and objectives including, but not limited to schedule adherence, defect identification, submission cadence, and escalation pathway.
• Ensure compliance with established processes, develop and implement new processes as necessary.
• Using collaborative efforts with lead, team members, stakeholders, and/or facilities managers to quickly and effectively resolve issues that develop.
• Monitor productivity using performance metric tools, evolve tools as necessary to ensure appropriate measurements of performance indicators.
• Identify common facilities trends among campus buildings, providing insight to stakeholders.

Program Ownership

• Define and closely monitor day-to-day service levels, operational standards, and overall KPIs, including qualitative measures. Design reports, support dashboards, and analyze data to track 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 key stakeholders to implement timely solutions.
• Continuously evaluate areas of opportunity, develop new program initiatives, creating appropriate SOP's, and operational standards.
• Guide team members towards a cohesive set of strategic objectives and maintain efficient timelines in the completion of tasks.
• Assist in the development of current and long-term organizational goals, objectives, and strategies as well as policies and procedures
• Become the subject matter expert of all program operations, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.

People

• Provide management, day-to-day direction, and leadership to the Audit team.
• Lead a cohesive team, create alignment among management, and attract and develop staff to create a team-oriented and collaborative environment.
• Responsible for employee development through individualized goals and the creation of training plans to ensure that team members achieve the established goals.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed.
• Providing corrective employee conversations as necessary related to employee performance, 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.
• 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.
• Meet consistently with team members, in both individual and team-wide settings.

Customer and Stakeholder Engagement

• Establish, cultivate, and maintain effective client relationships.
• Assisting with writing and presenting monthly business reviews, as needed.
• 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.

Requirements

• Associates degree, bachelors degree, or equivalent work experience.
• Minimum 4 years customer service or administrative support experience.
• Minimum 2+ years' experience with project or program management, or business operations (preferred)
• Proven experience in a management role.
• Advanced computer skills in MS Office.
• Exceptional strategic thinking and structured problem-solving skills.
• Excellent communication and interpersonal skills, both verbal and written.
• Interpersonal skills to effectively motivate others. Lead change and innovation.
• Attention to detail and accuracy, with ability to see the "big picture".
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
• Exercises good judgment in areas of responsibility and in fast-paced, high-stress environments. Identifies or assists in identifying alternative solutions to problems or situations.
• Regularly seeks 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.
• Proven ability to significantly contribute toward or lead operation initiatives with a results-oriented approach.
• Ability to negotiate conflict and maintain strong working relationships with people at all levels of the organization.
• Ability to implement and manage the activities of an installation workforce through recruiting, training, scheduling, and best-practices techniques.
• Ability to practice a high level of confidentiality.

Working Conditions & Physical Demands

• 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 walk consistently within a 1.5 radius is required.
• Ability to read, write, speak and comprehend the English language.
• 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 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.

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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