Manager - Co-op Emergency Coordination Center
Company Name REI Company Location Greater Seattle Area
What's cool about this job- Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, passion for customer service and teamwork to achieve business results
- Supports the implementation of emergency management programs, procedures, methods and practices in support of REI key messages
- Continuously challenges and inspires employees to achieve business results and get to “next”
- Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions
- Provide real time guidance to emergency support specialists
- Conducts and ensures the completion of performance reviews
- Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results
- Monitors operational statistics, reports trends, variances and issues, and takes appropriate action Manage the day-to-day operations of the Co-op Emergency Coordination Center while strategically maximizing productivity of the CECC
- Maintain situational awareness of natural and human-made events that may compromise the safety and security of personnel, business operations, and infrastructure for all REI locations
- Assist in developing and maturing the capabilities of the CECC including support for operations and the intelligence/analytics areas
- Organize, coordinate, and communicate coordination center staff/schedule planning on a daily, weekly, monthly, and seasonal timeline (in support of major events like hurricane and wildfire seasons)
- Provide detailed analysis of emergency plans and work with cross-divisional partners to grow and update as needed
- Assess and provide feedback on internal systems and processes that support the co-op’s emergency responses
- Provide quality control for intake to ensure all necessary incident tickets are opened according to impact and urgency, tracked throughout lifecycle and communicated in a timely manner and/or escalated appropriately
- Work closely with IT Help Desk, Retail Operations, and Facilities teams at Headquarters to promote positive working relationships
- Partner with Retail Operations, Facilities, HR and other cross-divisional partners to ensure emergency plans accurately reflect both current and necessary practices to support timely and effective emergency response and business continuity
- Actively coordinate and/or lead Continuous Improvement projects to increase department productivity and cost controls
- Serve as an example to other employees by consistently demonstrating exemplary work habits, which contribute to teamwork, productivity, effectiveness and efficiency; maintains own current functional knowledge and skills to assist staff with daily workload as needed
- Develop, monitor, and operate within division annual payroll, capital and expense budgets.
- Maintain ongoing relationships and serve as member on various committees to represent departmental and/or overall Company interests; communicate Company needs and expectations internally or externally; provide review, input, and recommendations as appropriate
3+ years experience in leadership, successfully leading a team of employees
- 3+ years experience in emergency planning and response 2+ years experience developing analytics and production tracking
- 2+ years experience in Help Desk or Service Desk environment or equivalent experience
- Ability to work a flexible schedule and support emergent situations as needed
- Ability to understand and communicate variances to operations; which include but are not limited to: emergency response protocols, security needs assessment, retail and DC operations
- Working knowledge and understanding of coordination center channels: Everbridge, phone, chat, email, social media, SMS and app messaging
- Working knowledge and understanding of common coordination center tools including but not limited to: communication platforms, emergency management systems, Waypoint, Service Channel and Knowledge Base systems
- Continuous improvement mindset with emphasis on improving end user experience
- Familiarity with emergency response/coordination principles and resources
- Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts
- Creates a strong, mutually supportive work spirit and culture where people can do their best
- Establishes trust and inspires others
- Makes effective organization and people decisions in a manner consistent with REI's values and ethics
- Delivers on commitments and holds others to same
- Champions the organization and advocates solutions in the overall Company's best interest
- Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
- Consolidates information from various sources including feedback from others to reach sound decisions
- Considers the ultimate impact of decisions and actions on internal and external customers
- Fosters change in company direction
- Effectively plans and executes changes