Chief of Staff to CCO (Chief Customer Officer)

Posted Date: Mar-11-2021

Job ID: 19515

Job Type: Full Time

Job Function: Marketing

City: Seattle

State: Washington

Store: Seattle HQ

Remote Eligible: No

Please visit the Covid-19 Hiring Updates before applying

What's cool about this job

The job contributes to REI’s success by helping executive leadership build a healthy organization and design/optimize operational models and cross-organizational processes that enable the organization to achieve its objectives.  You will work side by side, often in confidence, serving as a critical extension of the Chief Customer Officer’s vision, leadership, and voice.

S/he will connect the dots, elevate insights and trends, and generate ideas. This role will be a key driver of any number of critical initiatives and will help craft and amplify the intent and the messaging of the CCO.  The role requires a highly resourceful individual with strong emotional intelligence, self-motivation, and organizational skills. S/he will have a strong work ethic, a commitment to clear goals and measurable outcomes.  You will have extraordinary oral and written communication skills, ability to work across cross-functional teams and a passion for reimagining our ways of working.  This role requires strong business acumen, interpersonal and communications skills and the ability to work across a dynamic team and learn about many facets of REI’s Customer organization. 

  • Understands the key initiatives and workstreams the CCO is focused on and works to drive progress and successful outcomes against these priorities.
  • Drives collaboration and strategic alignment across functions ensuring and promoting close partnerships to break down silos and drive shared objectives.
  • Support the CCO with the flexibility to work around his/her schedule; define and drive the operating rhythm (cadence, content, and logistics for business and strategic reviews)
  • Work with leadership to maintain a constant state of operational efficiency as well as optimized program spend mix planning & budgeting, headcount planning, modeling, and hiring. Requires tight collaboration with leaders across the co-op.
  • Work closely with CCO’s executive assistant to develop a process to efficiently manage the CCO’s time and areas of focus.
  • Develops recommendations from complex data and business analyses and formulates them into business plans.
  • Able to drive all aspects of priority projects and makes final team decisions.
  • Develops and drives comprehensive business plan recommendations, based on analysis, emerging trends, and experience.
  • Establishes overall governance processes to manage the significant demand across the teams and ensure resources are optimized to meet overall priorities.
  • Serves as the organizational “glue” – connecting and supporting the growth of leadership and business transformation.
  • Collaborates with leadership and planning teams to develop annual and multi-year goals that align with company-wide goals.  This includes development of timelines and process for the organization, supporting teams to completion of associated deliverables.
  • Attends meetings for the CCO, when needed, and reports back on topics covered, actions taken and next steps.
  • Plans and facilitates meetings - This can include formulating the topics to cover, building, and advising agendas, guiding the discussion, bringing together notes and action items, and following up as appropriate.
  • Builds and guides outcomes of strategic and tactical meetings. This could include team building sessions, organizational reviews, strategy discussions, and other topics for team meetings
  • Leads special projects and programs. This includes key strategic initiatives that impact the overall success of the company as well as team culture initiatives to help support a healthy organization. Some projects will span beyond the scope of the group, requiring cross-company collaboration.
  • Act as a ‘trusted counsel’ to the CCO and other senior leaders. Provide insight and analysis on the organization’s operations, key decisions and other business areas as well as represent the executive in certain meetings he/she is unable to attend.
  • Prepare, develop, and execute all executive management presentations including Operations meetings, Executive Committee meetings, and Board of Director presentations.
  • Routinely exercises independent judgment in developing methods, techniques, and criteria for achieving objectives.

Bring your passion and expertise

  • 10 + years of demonstrated success leading large, time sensitive, complex projects and / or programs across teams or organizations, often working on multiple projects at the same time
  • Bachelor’s degree or higher. MBA may be an advantage, but not mandatory
  • Discretion, executive presence, strong verbal, and written communication skills. Ability to communicate appropriately at all levels of the organization
  • Solid business acumen, critical thinking, problem solving, and organizational skills
  • Strong sense of self-awareness, can relate well, learn quickly, and adapt to changes while remaining calm under pressure
  • Versatile self-starter with a team-oriented work style
  • Ability to build credibility and relationships quickly across functions/levels including partnering and consulting
  • Excellent written and oral communication skills including negotiation skills. Ability to communicate complex concepts concisely, clearly, and effectively across multiple levels including executive leadership team, peers, and managers
  • Team organizer, builder, and motivator with exceptional influencing skills who can exercise judgment related to prioritization and risk management
  • Experience working directly with senior executive leadership teams
  • Influencing - Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization 
  • Advanced problem-solving, conflict resolution, active listening, and time management skills
  • Creates a strong, mutually supportive work spirit and culture where people can do their best
  • Possesses deep analytical skills and can process information quickly to drive decisions in a timely manner
  • Makes effective organization and people decisions in a manner consistent with the Co-op Way
  • Highest level of integrity and management of confidential information
  • A good sounding board for others, with low ego and ability to anticipate the needs of a busy executive
  • Experience in Go-to-Market customer and marketing strategy, planning, and execution preferred
  • Comfort in holding team members accountable for achieving their goals
  • Leads by example; create a sense of urgency, energy, and ownership

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.