Reception Team Lead: Customer & Employee Experience

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

Benefits offered by this job

Medical/Dental/Vision

401(k) match

EAP (Spring Health)

Mental Wellness

Mentorship program

Wellness reimbursement

Pet insurance

SmarTrip/Parking

Job summary

Northwest Center in Arlington, VA, seeks an Assistant Manager, Customer and Employee Experience to lead the Reception Team at the Amazon site. You will coach staff, ensure proper staffing, and align operations with service standards while supporting a customer-centric culture.

The role requires strong leadership, 3+ years supervisory experience, and the ability to manage program initiatives, training plans, and escalations across campus locations.

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 including Herndon, Arlington, Jessup and DC.
• Advanced MS Office skills.

Responsibilities

• Provide management, day to day direction, and leadership to the Reception Team.
• Ensure staffing levels within Amazon buildings and onsite readiness; cover as needed.
• Meet or exceed service level agreements and customer satisfaction metrics.
• Become the subject matter expert of building operations and procedures.
• Develop program initiatives and SOPs with Reception Program Manager.
• Develop training plans to achieve employee goals.
• Handle escalated situations with callers, visitors, and vendors.
• Act as liaison between Northwest Center, Amazon and vendors across campuses.
• Attend regular meetings and trainings on events and program improvements.
• Lead day-to-day assigned projects and complete tasks.
• Assist with new tasks or projects to support evolving team requirements.

Skills

Leadership

Customer service

Communication

Problem solving

Confidentiality

Driver’s license

Education

Associate degree

Bachelor’s degree preferred

Tools

MS Office

Lenel / Right Crowd

Job description

Northwest Center in Arlington, VA, seeks an Assistant Manager, Customer and Employee Experience to lead the Reception Team at the Amazon site. You will coach staff, ensure proper staffing, and align operations with service standards while supporting a customer-centric culture.

The role requires strong leadership, 3+ years supervisory experience, and the ability to manage program initiatives, training plans, and escalations across campus locations.