Senior Program Manager, Program Services - Amazon

Senior Program Manager, Program Services – Amazon

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 Program Manager

Location: South Lake Union and Greater Puget Sound region

Full Salary Range: $135,408 - $150,000 per year

Schedule: Full Time, Monday – Friday between program operating hours 6:00am – 6:00pm

• 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:

• Responsible for leadership level development through individualized goal creation and training plans to ensure that employees achieve professional development goals.
• Help to bond, unify, and promote growth for levels of supervisory and management leadership.
• Supports and embraces an inclusive and diverse workforce.
• Understands and promotes Northwest Center’s mission throughout the workplace, working as an ambassador of the OneNWC culture.
• Works to promote equity and inclusion throughout the division.
• 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 providing corrective feedback to employees and effective escalation resolution.
• Contributes to a positive work environment that encourages retention.
• Work collaboratively across the organization with different job levels and departments.
• Work collaboratively with training leadership on developmental opportunities for the programs, focusing on continuous improvement and new scope development.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

• Provide leadership and strategic direction to their entire portfolio of programs. Primarily focusing on leading and providing direction to each program leader.
• 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. Identify and understand the root cause of issues and associated impacts to the program and the customer. Communicate and collaborate with key stakeholders to implement timely solutions.
• Communicate regularly with internal stakeholders to both obtain and disseminate information about the planned activities of the space, ensuring team members are knowledgeable and confident about operations.
• Monitor and analyze program service level agreements (SLA’s) and key performance indicators (KPI’s), identifying and recommending ongoing process improvements to ensure programs meet or exceed those targets.
• Provide monitoring and workforce management techniques to make intra‑day adjustments in an effort to maximize resource efficiency and…