Assistant Manager, Program Operation

Responsibilities

• Provide day-to-day leadership, direction, and performance management to the Move Ambassador team
• Oversee employee development through individualized goals, training plans, and coaching
• Manage the interviewing, hiring, and onboarding processes in partnership with Human Resources
• Ensure program service level agreements (SLAs) and operational standards are met or exceeded
• Monitor day-to-day service levels and KPIs, including qualitative customer satisfaction measures
• Facilitate change management and drive complex programs across multiple stakeholders
• Act as a primary liaison between Northwest Center, Amazon, and external vendors
• Design reports and analyze data to track program activity and support dashboards

Requirements

• Bachelor’s Degree or equivalent combination of education and experience
• 4 years of customer service or administrative support experience
• 2 years of experience in a leadership role
• 2 years of experience in project or program management or business operations
• Ability to lift up to 50 pounds and walk consistently within a 1.5-mile radius
• Ability to work a flexible schedule, including occasional evenings and weekends

Benefits

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance
• 17 Accrued Paid Time Off days annually plus 10 floating holidays
• Retirement 401(K) with company match
• Mental Wellness Program including six free therapy sessions per year
• Wellness Reimbursement Program ($25/month) and Student Loan Contribution Program ($50/month)
• Career development opportunities via the NWC Mentorship Match program

About the Company

Northwest Center has been a dedicated vendor at Amazon for over two decades. Our NWC @ Amazon division supports thriving campuses nationwide, providing essential customer service and operational support. We are deeply committed to diversity, equity, and inclusion, striving to create a workplace where people of all abilities can learn and work together to benefit our community.