Senior Operations Manager (Multi-Site Teams) - 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 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 yearSchedule: Full Time, Monday – Friday between program operating hours of 6:00am – 6:00pmWhat 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: 
https://nwcbenefits.hrbenefits.net/  What You Will DoPeople 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 f