Spheres Visitor Experience Lead - Amazon

Under the direction of the Spheres & Understory Assistant Manager, the Visitor Experience Lead is responsible for scheduling and ensuring proper staff coverage and quality assurance within Amazon’s Spheres and Understory locations. Responsibilities include modeling 5-star customer service, offering guidance to team members on day-to-day responsibilities and special projects, and responding to coverage needs as they relate to business operation. Hours of operation are 9:00 am to 6:00 pm Monday through Friday and 10:00 am to 6:00 pm on Saturdays. Schedules vary due to operating hours.
Location: Seattle, WA
Schedule: 7:30am-6:00pm (8 hr shifts) Monday- Friday and on select Saturdays 930am – 630pm. Schedules may vary due to operating hours.
Wage: $29.19- $32.28 per hour
What we can offer:
Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance
17 Accrued Paid Time Off Days Annually
Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
Retirement 401(K) with a company match
Company-Provided Orca Pass – Unlimited use
Employment Assistance Program (EAP) via Spring Health
Mental Wellness Program including six free therapy sessions per year
Opportunity for career development with our NWC Mentorship Match program
Physical Wellness Reimbursement Program - $25/month
Student Loan Contribution Program - $50/month
Pet Insurance Discount Program
Check out the entire list of benefits Northwest Center has to offer here: http://www.nwcbenefits.com/
Key Responsibilities
Daily Operations
Work with other Leads to provide daily, weekly, and monthly schedules for assigned teams, coordinating break coverage ensuring the best use of resources
Check in with assigned teams on execution of daily responsibilities, and work alongside team members on the floor while modeling exceptional customer service standards
Ensure appropriate staffing levels within the Spheres and Understory; make sure staff are onsite and prepared for operations at scheduled start times; communicate employee call outs to other leadership members and provide coverage as needed
Support reporting through collection/analysis of program metrics
Lead and participate in additional project related work, delegating as needed
Become a subject matter expert in relevant building operations, including security access levels, facility procedures, vendor points of contact, and any escalation processes
Maintain consistent inventory of all team technology and supplies
Maintain and distribute uniform inventory as necessary
Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; embrace change and demonstrate adaptability as business needs develop and shift
Team Support
In collaboration with other Leads, ensure appropriate coverage for all necessary spaces through the creation and maintenance of monthly, weekly, daily, and lunch schedules
Work alongside team members on the floor and desk as needed while modeling exceptional customer service standards
Act as a subject matter expert and mentor, provide in-the-moment coaching for team members
Assist staff in administrative and customer support expectations and procedures, both on the desk and on the floor across Spheres and Understory spaces
Maintain current information on plants, exhibits, Amazon, campus history, events and customer service best practices in order to be a resource to assigned teams
Contribute to a positive work environment; foster a spirit of teamwork and unity among team members