Reception Supervisor - Amazon

Reception SupervisorAs our Reception Supervisor, you will lead daily operations across your assigned buildings, playing a key role in shaping a professional and welcoming environment. You'll guide and support a team that delivers consistent, high-quality service, setting clear expectations and fostering strong performance. In this role, you'll coach and develop team members to provide thoughtful, customer-focused experiences. You'll also take ownership of projects, lead audits, and identify opportunities to improve processes and drive greater efficiency. Within Amazon's fast-paced corporate environment, you'll manage competing priorities, solve problems as they arise, and help ensure every guest and employee interaction is seamless and well-executed. This is an opportunity to make a visible impact—ideal for someone who enjoys leading teams, improving operations, and delivering service that stands out for its quality and consistency.Location: Baltimore, MD Schedule: Monday through Friday, an 8-hour shift, between the hours of 7:15 am – 6:05 pm. Occasional nights and weekends as needed. Hourly Rate: $29.31 per hourWhat We Can Offer:Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment17 Accrued Paid Time Off Days AnnuallyAdditional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion LeaveRetirement 401(K) with a company matchEmployment Assistance Program (EAP) via Spring HealthMental Wellness Program including six free therapy sessions per yearOpportunity for career development with our NWC Mentorship Match programWellness Reimbursement Program - $25/monthStudent Loan Contribution Program - $50/monthFree Parking onsitePet Insurance Discount ProgramOperational ExcellenceProvide management, day to day direction, and leadership to the entire Reception Team, including temporary workers.Ensure appropriate staffing levels within Amazon building's, and making sure staff are onsite and prepared for operations at scheduled start times. Communicating employee call outs to leadership and willing to provide coverage as needed.Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction.Plan and develop employee work schedules, coordinating break coverage ensuring the best use of resources.Lead and participate in additional project related work, delegating as needed.Become the subject matter expert of all building operations including, but not limited to, security access levels, facility procedures, vendor points of contact, and any escalation processes.Learn & Maintain strong working knowledge of company products and services, and offer technical support and information to team membersPeopleResponsible for employee development through the development of individualized goals and the creation of training plans to ensure that employees achieve the established goals.Responsible for training new receptionists in all administrative support and customer support expectations, and procedures both on the desk and on the phone.Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.Assist Management in interviewing, hiring, and termination discussions.Contributes to a positive work environment that encourages retention and talentWork collaboratively across the organization with different job levels and departmentsFoster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.Customer ExperienceProvide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.Handle escalated situations with callers, visitors, community members, vendor partners, and all guestsMaintain cleanliness and overall visual presence of lobby and back room storage ensuring it is cleaned, organized and stocked as necessary.Attend regular team meetings to discuss updates, concerns, and ideas with leadership.Act as liaison between Northwest Center, Amazon and other Vendors ensure continuity across campus locations.About YouAssociates' degree required; Bachelor's degree preferred.3 years of customer service or administrative support experience.3+ Years supervisory experience preferred.2+ years proven experience as a supervisor or similar management roleAdvanced computer skills in MS OfficeExperience in crowd or security management systems (i.e. Lenel, Right Crowd ) preferred.Commitment to Northwest Center's mission of inclusion and ability to successfully work in a diverse environment.Ability to practice a high level of confidentiality.Interpersonal skills to effectively motivate others.Detailed oriented & thorough, with ability to see the "big picture"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.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.Working Conditions & Physical DemandsMust be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.May need to carry supplies to other buildings.It is a combination of desk and actively visiting several Amazon buildings so the ability to walk consistently within a 1.5 radius is required.Ability to read, write, speak and comprehend the English languageAbility to see both distance and details at close range, within a few feet of the observer (with or without corrective lenses).Ability to identify and understand the speech of another person (with or without a personal auditory hearing device).Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment's notice and occasional evening and weekend shifts.This is a dog friendly environment with over 1,000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.About Northwest Center When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways. As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center's businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability. Northwest Center's mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity. Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at View email address on click.appcast.io At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together. We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means