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Job: REI Emergency Manager

Here's the announcement with a long list of requirements and desirable attributes:

Manager - Co-op Emergency Coordination Center

Company Name REI Company Location Greater Seattle Area

What's cool about this job


This job contributes to REI’s success and resiliency by managing the new Co-op Emergency Coordination Center (CECC), the first point of contact for stores, distribution centers, headquarters etc. in emergency situations; this is REI’s virtual Global Security Operations Center (GSOC). The CECC Manager provides leadership, motivation and direction to a team of emergency support specialists (working remotely), aligning staff with emergency protocols and key performance metrics to ensure consistent, reliable support and communication in emergent and other unusual occurrence situations. The CECC Manager directs daily emergency coordination center operations, overseeing response planning, training and operational execution for planned and unplanned events across the co-op. This position is also responsible for resource management and reallocation based on business needs and budgets. In addition, this job requires continuous building, improvement, management and testing of emergency response plans. This job creates, plans, and executes initiatives that support the co-op strategy and strives for operational efficiency and continuous improvement. Models and acts in accordance with REI’s guiding values and mission.

  • 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
Bring your passion and expertise

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
Before applying, please visit our COVID-19 Hiring Updates page for additional information: https://rei.jobs/careers/NewLocationsJobDetail/COVID-19-Hiring-Updates/17523 




Eric Holdeman is a contributing writer for Emergency Management magazine and is the former director of the King County, Wash., Office of Emergency Management.
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