Manager, Banana Program

Location: Seattle (South Lake Union) & Bellevue, WA
Schedule: Full-time, 7:30am-4pm with flexibility to work evenings and weekends as needed.
Salary Range: $85,000 - $99,278 per year 
What we can offer:  

What You Will Do

Operational Excellence

• Oversee daily operations across all banana stand locations
• Create and maintain partnerships with key stakeholders, local management, and community partners.
• Communicate and collaborate with key stakeholders to implement timely solutions.
• In partnership with the Senior Program Manager, assist in budget development, financial forecasting, and gathering of monthly financial reporting information.
• Assist in development of business proposals and contracts for new opportunities 
• Identify potential challenges and opportunities within the programs. Understand the root cause of issues and associated impacts to the program and the customer.
• Define and closely monitor day-to-day service levels and overall KPIs, including qualitative measures.
• Design reports and dashboards to track activity and quality control.
• Own general maintenance and presence of online resources, providing clear and concise communication and updates to customers.
• Own the building and maintenance of program and operational standard operating procedures and playbooks.
• Become the subject matter expert of all banana program related items.
• Manage inventory systems and supply chain logistics for multiple locations.
• Own the development and delivery of program related training for program participants and stakeholders.

Customer Experience

• Drive community engagement and coordination of events in conjunction with other programs including vendor partners, NWC internal teams, and employees.
• Design and implement innovative approaches to enhance operational efficiency and customer experience.
• Identify and evaluate opportunities for program expansion.
• Assist in resolving customer escalations and concerns in a timely manner– engaging with management, program owners, PR, and other stakeholders as necessary.

People Leadership

• Build and develop high performing teams across multiple locations. 
• Responsible for employee development through in-the-moment coaching, regular 1:1 meeting, and the creation of individualized goals and training plans.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed.
• Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Participate in the interviewing, hiring, and termination process and discussions, partnering with Human Resources as necessary.
• Contribute to a positive work environment that encourages retention and talent.
• Work collaboratively across the organization with different job levels and departments.
• Foster a spirit of teamwork and unity among team members that allows for disagreement over ideas, conflict and expeditious conflict resolution.

• Associate degree required; bachelor’s degree preferred or equivalent combination of education and experience.
• 3+ years of people management in client facing role and/or operations of high performing programs with direct supervision of staff.  
• Must have a valid driver's license and auto insurance
• Personal vehicle to drive between various sites including Herndon, VA, Arlington, VA, Jessup, MD and DC OR the Puget Sound Area - Bellevue, Seattle & Redmond, WA
• Proven track record of scaling programs across different markets. 
• Experience in community engagement and public facing programs.  
• Moderate computer skills in Microsoft Office, Advanced skills preferred. 
• Moderate computer skills in Wiki content creation and publishing. 
• Experience in facilities, supply chain and inventory management.
  
• Ability to plan, safely execute, and scale ideas.
• Ability to work across AMER locations and build relationships with other vendors, points of contact, etc.
• 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 without exception.
• Interpersonal skills to effectively motivate others. Lead change and innovation.
• Maintain good judgment in fast-paced, high-stress environments.
• Detailed oriented & thorough, with ability to see the “big picture”.
• Strong analytical and data-driven decision-making skills.
• A self-starter who takes initiative and can deliver high level results.
• Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
• Exercises good judgment in areas of responsibility. Identifies or assists in identifying alternative solutions to problems or situations.
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.
• Ability to lead a remote team.