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

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
• Participate in interviews and hiring discussions
• Communicate with management to seek resolution to conflict and support overall team cohesion

Customer Experience

• Provide elevated customer support for visitors, community members, vendor partners, employees, and all guests entering both the Spheres and Understory
• Handle escalated situations with visitors, community members, vendor partners, employees, and all guests
• Maintain cleanliness and overall visual presence of lobby and work room storage ensuring it is cleaned, organized and stocked as necessary
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership
• Provide excellent customer service in all settings
• Solve problems creatively