Description

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. In this role, you will oversee all aspects of the visitor experience at both The Spheres and Understory, leading a passionate team that connects thousands of guests annually with our mission of bringing nature and workplace innovation together. You'll be responsible for overseeing the development and implementation of engaging interpretive programming, managing daily operations, and ensuring every visitor leaves with a deeper understanding of this unique space where Amazonians can think and work differently.

Under the direction of the Spheres & Understory Program Manager, you will drive continuous improvement initiatives and oversee leaders and staff across interpretive programs. As a critical liaison between internal stakeholders, staff, and external visitors, you'll coordinate programming while aligning deliverables with organizational goals to create an exceptional visitor experience.

Success in this role requires exceptional attention to detail, proven tactical and strategic management experience, and the ability to execute interpretive and operational initiatives in a high-profile, customer-service environment. You are a results-driven leader who can develop workforce strategies, manage multiple initiatives, and operate independently while excelling at cross-functional collaboration.

Location: Seattle

Schedule: Monday through Friday and Occasional Nights/Weekends, 8:30AM - 5:30PM

Wage Range: $86,986 - $99,278 per year

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

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

Key Responsibilities

Operational Excellence

• Provide management, day-to-day direction, and leadership to the Spheres and Understory team
• Drive excellence in interpretive programming by implementing industry best practices and innovative approaches to visitor engagement
• Ensure optimal staffing to accommodate peaks and slower periods of 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
• Lead and implement change initiatives related to business process and technologies
• Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures
• Design reports, support dashboards, and analyze data to track activity
• Perform trend analysis, continuously evaluate areas of opportunity and create process improvement roadmaps as needed
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; demonstrates adaptability as business needs develop and shift

Training

• Ensure up-to-date training documents and resources are available for all staff
• Work with Northwest Center's training team to plan, develop, and implement all new hire training for Spheres and Understory staff
• Develop ongoing training cadence for staff and supervisors

People Leadership

• Responsible for employee development through in-the-moment coaching, regular 1:1 meetings, and the creation of individualized goals and training plans
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Participate in the interviewing, hiring, and termination process and discussions, partnering with Human Resources as necessary
• Contribute to a positive work environment that encourages retention and 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

Customer Experience

• 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
• Guide the continuous improvement of all Spheres interpretive programming, including but not limited to: guided tours, exhibit-based activities, interactive stations, etc.
• Provide elevated customer support for Amazon employees, public guests, and vendor partners
• Respond to visitor and employee inquiries, whether it be compliments, comments, and/or complaints about both the Spheres and Understory
• Document and regularly communicate agreed-to goals and objectives of the Spheres and Understory venues and ensure all activities align with those goals and objectives
• Develop excellent knowledge of the space's visitor profile and potential markets in order to grow and diversify the audiences and/or programmin

Requirements

• A minimum of 3 years of people management in client facing role and/or operations of high performing programs with direct supervision of staff.
• Minimum 4 years of experience working within a high-profile venue, museum, or public engagement facility.
• Background leading strategic planning and execution across a corporate organization
• Advanced computer skills in MS Office
• Experience with Smartsheet or similar work management and data visualization platforms preferred
• Ability to practice a high level of confidentiality
• Interpersonal skills to effectively motivate others
• Leads with limited guidance
• Maintain good judgment in fast-paced, high-stress environments
• Detailed oriented & 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
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace
• Able to design the right workforce strategy to meet long-term process targets
• 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
• Bachelor's Degree or equivalent combination of education and experience.

Working Conditions

• Ability to work in an environment with varying temperatures averaging between 72-76° F and a relative humidity level of 60%
• Ability to carry and lift a backpack containing a laptop and other supplies, up to 50 pounds
• Ability to navigate uneven terrain and stairs (with or without mobility aids)
• Ability to stand or walk for extended periods of time, up to the entire duration of the shift
• Ability to sit for extended periods of time, up to the entire duration of the shift
• Ability to independently walk/move consistently within a 1.5 mile radius
• 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 read, write, speak and comprehend the English language
• Ability to use electronic communication devices including radios and telephones
• Ability to work outdoors in various weather conditions to support special events and projects
• Ability to work flexible hours including nights and weekends
• The Spheres is a plant-dense environment with over 800 plant species. Pollen and varied fragrances are present in the air year-round.
• Amazon's campus is a dog-friendly environment with over 1,000 dogs on campus. You are likely to encounter dogs and dog allergens while at work.