Reception Supervisor - Amazon

About the role

As 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.

Responsibilities

Operational Excellence

• Provide management, day-to-day direction, and leadership to the entire Reception Team, including temporary workers.
• Ensure appropriate staffing levels within Amazon buildings and confirm staff are onsite and prepared for operations at scheduled start times.
• Communicate employee call-outs to leadership and provide coverage as needed.
• Ensure program service level agreements and operational standards are met or exceeded, including staffing levels, email response times, and overall customer satisfaction.
• Plan and develop employee work schedules, coordinating break coverage to ensure optimal resource use.
• Lead and participate in additional project-related work, delegating as needed.
• Become the subject matter expert on all building operations, including security access levels, facility procedures, vendor points of contact, and escalation processes.
• Learn and maintain strong working knowledge of company products and services, offering technical support and information to team members.

People

• Responsible for employee development through individualized goals and training plans to ensure employees achieve established objectives.
• Train new receptionists in administrative and customer support expectations, procedures, and phone etiquette.
• Ensure staff performance aligns with all procedures, processes, and policies, following up with corrective conversations as necessary.
• Assist management in interviewing, hiring, and termination discussions.
• Contribute to a positive work environment that encourages retention and talent.
• Work collaboratively across the organization with different job levels and departments.
• Foster teamwork and unity, allowing for disagreement over ideas, conflict, and expeditious conflict resolution.

Customer Experience

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon spaces.
• Handle escalated situations with professionalism.
• Maintain cleanliness and visual presence of the lobby and back-room storage, ensuring it is organized and stocked.
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
• Act as a liaison between Northwest Center, Amazon, and other vendors to ensure continuity across campus locations.

Requirements

• Associate’s degree required; Bachelor’s degree preferred.
• 3 years of customer service or administrative support experience.
• 3+ years of supervisory experience preferred.
• 2+ years of proven experience as a supervisor or similar management role.
• Advanced computer skills in MS Office.
• Experience in crowd or security management systems (e.g., Lenel, Right Crowd) preferred.
• Commitment to Northwest Center’s mission of inclusion and ability to work successfully in a diverse environment.
• Ability to practice a high level of confidentiality.
• Interpersonal skills to effectively motivate others.
• Detailed-oriented with the ability to see the “big picture.”
• Passion for fostering an inclusive and diverse culture through initiatives, training, education, and process optimizations.
• Ability to respond calmly and professionally to emergencies, angry customers, or other stressful situations.
• Exercises good judgment in areas of responsibility and identifies alternative solutions to problems.
• Regularly seeks new and improved methodologies for enhancing organizational effectiveness.
• Employs imagination and creativity in applying duties and responsibilities.
• Open to change and adaptable in a dynamic environment.

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.
• Combination of desk work and active movement within a 1.5-mile radius across several Amazon buildings.
• Ability to read, write, speak, and comprehend the English language.
• Ability to see both distance and details at close range (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, including occasional early arrivals, late stays, evenings, and weekends as needed.
• This is a dog-friendly environment with over 1,000 dogs on campus; individuals with dog allergies may not be the best fit.

Schedule

Monday through Friday, an 8-hour shift between the hours of 7:15 am – 6:05 pm. Occasional nights and weekends as needed.

Pay

Hourly Rate: $29.31 per hour.

Benefits

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment.
• 17 accrued Paid Time Off days annually.
• 10 additional annual floating holidays.
• Parental Leave and Paid Compassion Leave.
• Retirement 401(K) with a company match.
• Employment Assistance Program (EAP) via Spring Health.
• Mental Wellness Program including six free therapy sessions per year.
• Opportunity for career development with the NWC Mentorship Match program.
• Wellness Reimbursement Program - $25/month.
• Student Loan Contribution Program - $50/month.
• Free onsite parking.
• Pet Insurance Discount Program.

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 a "for-purpose" organization that blends the best techniques of human services, business, and philanthropy in innovative ways. As a social enterprise, Northwest Center proves that employing people of all abilities can be a powerful competitive advantage. Northwest Center’s businesses generate over $5 million annually, which is reinvested into human services while covering 100% of overhead expenses 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 [email protected].

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 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.