Amazon is hiring: Amazon Tour Leader, Amazon Tours in Baltimore

Amazon is seeking enthusiastic and engaging Tour Leaders to lead immersive 90-minute in-person tours of our state-of-the-art Robotics Fulfillment Centers. As a Tour Leader, you will play a crucial role in showcasing Amazon's innovative processes and dedicated workforce to a diverse audience. This position offers a unique opportunity to highlight Amazon's rich history, our commitment to being Earth's Best Employer, and our ambitious Climate Pledge goals.

We are seeking an enthusiastic individual with good communication skills and attention to detail in providing informative and engaging tours of their fulfillment center. The ideal candidate is passionate about technology, sustainability, and creating exceptional customer experiences.

At the end of each day, you'll review feedback from tour participants and contribute to continuous improvement efforts for the tour program.

Key Job Responsibilities

• Conduct multiple 90-minute tours per day, providing an engaging and informative experience for visitors.
• Set a high-bar as an indirect regional leader of Tour Leaders in other Amazon Operations sites. You are seen as a mentor to your peers and provide support as needed.
• Staff and train Ambassador & Proxy team
• Responsible for managing Zendesk queries by responding and problem-solving customer inquiries
• Develop a deep understanding of Amazon's fulfillment processes, robotics technology, and company history.
• Maintain positive site relationships and participate in site & community engagement activities
• Effectively communicate complex technical concepts to audiences with varying levels of technical knowledge.
• Highlight Amazon's commitment to employee development, safety, and well-being.
• Educate visitors about Amazon's sustainability initiatives and the Climate Pledge.
• Ensure tour groups adhere to all safety protocols and facility regulations.
• Respond to questions from tour participants accurately and professionally.
• Lead and support high level/VIP tours that require additional planning and coordination
• Collaborate and Earn Trust with fulfillment center teams to stay updated on the latest developments and processes and gain support with site stakeholders.
• Maintain and update tour content to reflect new technologies and company initiatives.
• Collect and report feedback from tour participants to improve the overall experience.

A Day in the Life

As a Tour Guide at an Amazon Robotics Fulfillment Center, your day will be dynamic and engaging. You'll start by reviewing the day's tour schedule and preparing any necessary materials. Before each tour, you'll greet visitors, provide safety briefings, and distribute required protective equipment.

During the tours, you'll guide groups through various sections of the fulfillment center, explaining the intricate dance between human associates and robotic systems. You'll showcase how customer orders are processed, picked, packed, and shipped with incredible efficiency. Throughout the tour, you'll weave in stories about Amazon's history, our commitment to employee growth, and our sustainability efforts.

About The Team

You'll be joining a passionate team of Tour Leaders and program managers around the world that are dedicated to showcasing Amazon's innovation and commitment to customer obsession. Our team works closely with various departments within the fulfillment center, including operations, robotics, human resources, and sustainability teams.

Basic Qualifications

• Bachelor's degree in Logistics, Communications, PR, Tourism, or a related field OR equivalent experience
• Strong English communication skills (written and oral)
• Proficient in Microsoft Office, including Word & Excel
• Ability to conduct multiple tours per day (5 days per week) onsite in a Fulfillment Center. This includes frequently moving around the building while ensuring groups are adhering to all safety procedures.
• Some occasional travel required.

Preferred Qualifications

• High level of professionalism
• Experience leading teams
• An entrepreneurial spirit, including the ability to work independently and autonomously
• Experience in Fulfillment Operations
• Tourism/Hospitality Industry Experience
• Public Speaking or Media Experience
• Customer Service (Zendesk) Experience
• Procurement Experience
• Experience working with global teams

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.