Assistant Manager, Support Project Coordinator

The Northwest Center @ Amazon team operates in a fast-paced and demanding corporate environment where we provide professional 5-star customer service across several program divisions. The Assistant Manager, Support Project Coordinator oversees daily operations, makes tactical decisions, and ensures exceptional service to vendors and clients. You will assign tasks, track progress, provide on-the-spot coaching, and offer operational guidance to maintain consistency across projects. You will mentor team members, drive process improvements, and play a key role in executing program initiatives while managing their own workload.

The ideal candidate thrives in a dynamic environment, handling multiple organizations with different expectations. They are a strong leader, self-motivated, and skilled at planning, organizing, and prioritizing tasks. This role blends independent work with collaboration to achieve goals and solve problems.

Schedule:  Monday - Friday between 7:30AM - 6PM. Must be able to work a flexible schedule during hours of operation for weekdays and some availability over the weekend as needed.
Starting Salary Range: $74,048 - $83,678 per year | Full Salary Range: $74,048 - $93,308 per year
Location: Seattle (South Lake Union, Queen Anne, Sodo), Bellevue and Redmond
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

• Support team of Project Coordinators, providing process expertise, mentorship, and operational guidance to ensure consistency across projects.
• Delegate projects and ticket assignments to Project Coordinators, coordinating administrative responsibilities and workload to team members including ordering, scheduling, and vendor communication. 
• Ensure program service level agreements and operations standards are met or exceeded, inclusive of response times, completion timeline, and overall customer satisfaction.
• Monitor operational execution and audit quality assurance; ensuring effective customer communication, ticket queue management, and that resources are scheduled and deployed appropriately.  
• Coach and mentor team members to reinforce process standards and execution.
• Contribute to team development including providing job training, shadowing and mentorship to new employees.
• Work closely with the Program Manager to bring attention to team members’ performance and collaborate on coaching.
• Facilitate change management activities with cross-functional team members and stakeholders to understand and ensure adoption of new roll outs. 
• 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. 
• Design reports, support dashboards, and analyze data to track activity. 

• Serve as the initial point of contact for and help facilitate the coordination of customer submitted requests.
• Manage ticket queue for incoming requests, routing tickets to appropriate resolver. Ensure service level agreements are maintained regarding response time and ticket completion.
• Provide administrative support of multiple service lines, creating project files within systems of record and file sharing programs ensuring proper formatting and structure.
• Support ordering of workspace products and furniture, coordinating delivery with appropriate vendors.
• Schedule and deploy vendors to ensure delivery and completion timelines for request tickets. Use internal tools to understand deployment schedule and notify the customer of expected completion dates.
• Manage customer-facing inboxes, directing questions to the appropriate party for resolution or responding to customer inquiries as needed.
• Communicate in a friendly and professional manner to ensure customer-centric interactions. Help reinforce communication practices and provide guidance on customer interactions to help provide a positive experience with the customer. 
• Assume day-to-day responsibility for assigned projects and successful task completion. 
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners. Is not change adverse and demonstrates adaptability as business needs develop and shift.

Who You Are 

• 3+ years of customer service, real estate/facilities, operations or administrative support experience
• 2+ years of experience in a leadership role
• 1+ years of experience communicating and collaborating with clients and employees on projects and deliverables 
• High School Diploma or GED required
• Proficiency with Microsoft technologies required 
• Experience in MAC (Moves, Additions, Changes) preferred
• Excellent customer service skills and the ability to multi-task in a fast-paced environment. 
• Ability to write concise correspondence. Effectively communicate verbally and electronically with all levels of management, employees, vendor partners, and customers.
• Ability to manage complex situations or projects and summarize information effectively. 
• Ability to maintain multiple high-profile projects of varying timelines simultaneously across various stakeholders without direct ownership of resources.
• Strong attention to detail with a focus on adhering to established guidelines and project execution.
• Responds calmly and professionally to escalations, upset customers, or other stressful situations in the workplace.
• Trustworthy; ability to work well independently independently and out of line of sight from other team members for all or part of shift as well as collaboratively in a team setting.
• Flexible and able to work in fast-moving and evolving environment.
• Strong conflict resolution and problem-solving skills.
• Ability to understand, interpret and follow Northwest Center (NWC) and client policies and procedures. 
• 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.

Working Conditions & Physical Demands​

• Must 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.
• Comfortability working in an open, unassigned workspace is required.
• Ability to work at a computer for long periods (up to 8 hours per workday).
• It is a combination of desk and actively visiting NWC operational or client corporate buildings so the ability to move consistently within a 1.5-mile radius is required.
• Willingness to travel independently to various worksites in the Puget Sound region.  
• Ability to read, write, speak, and comprehend the English language.
• Ability 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 flexible hours including occasional nights and weekends.
• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.

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 jobs@nwcenter.org.

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 to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans’ status. 

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