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Northwest Center · 1 day ago

Senior Program Manager, Program Services - Amazon

Seattle, WA

Full-time

Onsite

Senior Level

$135K/yr - $150K/yr

5+ years exp

Northwest Center has been a vendor at Amazon for over 20 years, providing customer service support on Amazon’s campuses. The Senior Program Manager will drive continuous improvement and strategic alignment across multiple programs, managing a P&L of $6M+ and leading teams to enhance operational efficiency and financial impact.

Non Profit

Growth Opportunities

Responsibilities

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 achieve service level goals / business objectives

Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation

Research and identify potential solutions that will help the business reduce expenses and improve efficiency while improving customer satisfaction

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

Qualification

Program ManagementBudget ManagementStrategic PlanningOperational ExcellenceP&L ManagementCross-functional CollaborationInterpersonal SkillsProblem SolvingCommunication SkillsTeam LeadershipAdaptabilityCreativity

Required

Bachelor's degree required

5+ years of experience in Program Management and operations of high performing programs with direct supervision of management level staff

Ability to clearly communicate high level strategy and details effectively across disciplines, locations, and organizations, including to executive leadership

Organization, planning, and business skills alongside strategic thinking ability

Keen understanding for 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

Exercises good judgment in areas of responsibility. 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

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