Assistant Program Manager

Description:

Operational Excellence

• Provide support to the rest of leadership with management, day to day direction, and leadership to Signage and Audit supervisors and teams.
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.
• Lead and participate in additional project related work, delegating as needed.
• Become the subject matter expert of all program operations, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.
• Develop new program initiatives, developing appropriate SOP’s, and operational standards.
• Identify potential challenges and opportunities within the programs. Understand the root cause of issues and associated impacts to the program and the customer served. Communicate and collaborate with key stakeholders to implement timely solutions.
• Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures. Design reports, support dashboards, and analyze data to track activity.
• Deliver engaging presentations and effectively communicate information, data, or reports to diverse audiences.
• Perform trend analysis, continuously evaluate areas of opportunity and create process improvement roadmaps as needed.
• Maintain and cultivate client relationships.

Training

• Partner with leadership ensuring up to date training documents, and resources are available for all staff.
• Develop ongoing reoccurring training for staff and supervisors.

People

• Responsible for employee and supervisor development through the development of individualized goals and the creation of training plans to ensure that team members achieve the established goals.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed.
• Providing corrective employee conversations as necessary related to employee performance, including subsequent follow up.
• Responsible for the interviewing, hiring, and termination process and discussions partnering with Human Resources as necessary.
• Contributes to a positive work environment that encourages retention of talent.
• Work collaboratively across the organization with different job levels and departments.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

Customer Experience

• Act as liaison between Northwest Center, Amazon, and other vendors ensuring continuity, and ongoing improvement/development of relationships with various Amazon Teams providing an enhanced Amazon brand experience.
• Provide elevated customer support for Amazon employees and vendor partners.
• Partner with supervisor to handle escalated situations.
• Support the design, development, delivery, and management of communications.