Costco Wholesale hiring Manager - Major Incident Management in Seattle, WA | LinkedIn (2024)

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks eighth in Forbes “World’s Best Employers”.

This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST.Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

As a member of the IT Management Team, you are responsible for managing, developing, and leading a team of employees dedicated to managing critical escalations, customer facing communications, and handling large-scale business impacting events. Your role includes leading the specific functional responsibilities which involves overseeing team performance and deliverables. However, your role as a leader within our organization requires more than the management of resources and day-to-day operations. As a steward of the company, you are charged with the development and execution of your team’s strategic vision and plan and ensuring that your team’s actions align with the larger goals of the company and the IT Division.

This role serves as the cornerstone of our Major Incident Management process, ensuring that every Major Incident is resolved quickly and efficiently, minimizing impact on business operations.You will be instrumental in driving and growing the Major Incident Management processes, training users on Incident Management standards, and providing valuable insights through trend analysis. In this role, you will collaborate closely with various teams across the IT organization to ensure that Major Incidents are resolved in a timely and effective manner, constantly looking for opportunities to improve and refine the process.

As the primary conduit between your employees and upper leadership, your role in communicating and modeling the values and guiding principles of our company culture is of vital importance. All members of IT Management should strive to consciously and consistently foster a culture of engagement, trust, and “open door” communication.

If you want to be a part of one of the worldwide BEST companies “to work for”, simply apply and let your career be reimagined.

ROLE

• INTEGRITY: When achieving benchmarks and goals, use methods/strategies that are consistent with the Code of Ethics and the Standard of Ethics for Managers and Supervisors. Always leads by example. Appropriately handles employee concerns and follows through to resolution.
• MEMBER SERVICE : Provides and ensures staff provides an exceptional member experience.
• ADMINISTRATION: Ensures proper department coverage (writing schedule and break aids if needed). Understands department budget, able to research and explain budget variances.
• MANAGING PERFORMANCE: Coaches and mentors’ employees to provide support and guidance. Has regular open and honest conversations with employees to discuss work performance and career development. Identifies learning opportunities to strengthen employee knowledge, skill and ability.
• COMMUNICATION: Regularly shares information with employees via meetings and one-on-one conversations. Successfully navigates difficult conversations with employees, members, and suppliers. Listens, expresses empathy and adapts to get points across. Addresses issues immediately to ensure a timely resolution and to avoid escalating the situation. Consistently demonstrates business knowledge during interactions with senior management.
• SELF-MANAGEMENT: Demonstrates sound judgment, taking a partner when necessary. Ability to maintain self-control in the face of hostility or provocation or in intense, hectic situations.
• INCLUSION: Encourages different approaches and ideas to work and to accomplish goals. Seeks employee input. Takes the time to get to know or reach out to candidates who show potential that may not come forward on their own.
• COMPLIANCE AND SAFETY: Takes measures to ensure employee and member information is kept confidential and adheres to IS security policy.
• Builds and evolves Costco’s Major Incident Management practice, developing processes and systems to ensure that business impacting incidents are resolved quickly and effectively.
• Provides leadership and guidance during outage situations, including coordinating cross-functional teams, senior leadership and stakeholders.
• Produces accurate and timely communications tailored to relevant audiences (Senior Leaders and internal Stakeholders).
• Develops and maintains Incident response plans, procedures, and runbooks to effectively respond to business impacting incidents.
• Serves in a role of Incident Commander as a primary point of contact for production incidents.
• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.
• Collates and analyzes incident-based data for team metrics and KPI’s.
• Identifies opportunities for automation and/or continuous improvement of Incident Management process steps and best practices.

Required

• Prior experience as a Major Incident Manager.
• Excellent verbal and written communication skills, along with stellar interpersonal skills.
• Positive and proactive attitude.
• Ability to collaborate constructively with individuals at all organizational levels.
• Strong problem-solving prowess and a keen sense of urgency, especially under pressure.
• Attention to detail coupled with excellent time management skills.
• Willingness to travel and scheduling flexibility to meet the needs of the business including nights, weekends, and holidays and 24/7 on call responsibilities.

Recommended

• Prior experience or knowledge in an ITIL-based role such as Service Desk or Incident Management.
• ITIL v3 (or greater) Foundation Certification.
• Familiarity with multiple Costco business areas from an IT perspective.
• Knowledge of Costco's core business aspects: Merchandising, Warehouse Operations, and company philosophies.
• Technical competency in areas like hardware/software and business equipment.

Required Documents

• Cover Letter
• Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Range: $137,000 - $200,000, Bonus and Restricted Stock Unit (RSU) eligible

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursem*nt account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.