Jobs and Careers

Manager, Customer Service Operations - Amazon

United Statesfull_timeVerifiedPosted 4 Sept 2025

💰 $111,571/yr($86,986/yr – $111,571/yr)

About the role

Under the direction of the Sr. Manager, the Customer Service Operations Manager assumes responsibility for all team members and operations within their group of buildings, assumes responsibility for the implementation of new systems, policies and training and as part of Reception Operations, ensuring alignment with compliance requirements. As a people manager, the role requires the ability to provide support to team members with different work styles, personalities and goals. Responsibilities include coaching and developing staff to ensure we provide a customer centric experience through each interaction, overseeing a variety of projects and audits, and working to improve processes to increase team’s overall efficiency. The Manager will support all team members within the Reception Services team to ensure they are continuing to make progress on job responsibilities and offering people support for their growth and wellbeing. As a team leader, the Manager will support and lead employees in their development of skills, and work towards each individuals’ goals. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with various backgrounds, identities, and experiences. If you share our values, support our mission, and meet some requirements, we encourage you to apply! Schedule: Monday – Friday; 7:30 am – 6:00 pm (Hours will vary)
Location: Seattle, Bellevue & Redmond
Starting Salary: $86,986 - $99,278 per year | Full Salary Range: $86,986 - $111,571 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 11 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/ Key Responsibilities People

Overseeing the Reception team and provide ongoing guidance to the team on leading Leads and Senior Receptionists
Responsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals
Manage escalations received from the team
Responsible for program performance ensuring that all procedures, processes and policies are understood and followed
Follow up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary
Carry out supervisory responsibilities in accordance with NWC and Amazon 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
Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution

Operational Excellence

Collaborates with NWC Management team on program service level agreements and operation standards ensuring they are met or exceeded, inclusive of staffing levels, and overall customer satisfaction
Monitors and analyses metrics identifying and recommending process improvements where needed
Identifies potential challenges and opportunities within the program
Has a high-level overview of our services, contracts, of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes – understands all of the moving parts and how they fit toget