Reception Experience Lead: Customer & Employee

Northwest Center; Arlington (VA); On-site; USD 70,000 - 79,000; Full time

Benefits offered by this job

Comprehensive benefits package

PTO and holidays

401(k) with company match

Wellness programs

Job summary

Northwest Center is seeking an Assistant Manager, Customer and Employee Experience to lead the Reception Team within the Northwest Center @ Amazon space in Arlington, VA. The role focuses on guiding staff, ensuring proper staffing for Amazon facilities, and driving a culture of customer-centric service while supporting program improvements.

You will partner with leadership on initiatives, develop training plans, and handle escalated situations.

Qualifications

• Associate degree required; bachelor’s degree preferred.
• 3+ years of supervisory experience leading teams of 12+ people.
• Minimum 4-year customer service or administrative support experience.
• Must have a valid driver's license and auto insurance.
• Personal vehicle to drive between sites in VA, MD and DC.
• Advanced computer skills in MS Office.
• Experience with security management systems (Lenel, Right Crowd) preferred.
• Commitment to Northwest Center’s mission and ability to work in a diverse environment.
• High level of confidentiality required.
• Strong interpersonal skills and ability to motivate others.

Responsibilities

• Provide management and day-to-day direction to the Reception Team.
• Ensure staffing levels and onsite readiness for operations.
• Meet or exceed program service levels and customer satisfaction targets.
• Own building operations knowledge including security access and facility procedures.
• Collaborate on new program initiatives and SOPs with the Program Manager.
• Develop staff through individualized goals and training plans.
• Handle escalated calls, visitors, and vendor interactions.
• Facilitate meetings and trainings for program improvements.
• Drive project completion and support evolving team needs.

Skills

Supervisory experience

Customer service

MS Office

Driver's license

Interpersonal skills

Flexible scheduling

Education

Associate degree

Bachelor’s degree preferred

Tools

Lenel

Right Crowd

Job description

Northwest Center is seeking an Assistant Manager, Customer and Employee Experience to lead the Reception Team within the Northwest Center @ Amazon space in Arlington, VA. The role focuses on guiding staff, ensuring proper staffing for Amazon facilities, and driving a culture of customer-centric service while supporting program improvements.

You will partner with leadership on initiatives, develop training plans, and handle escalated situations.