Don Coleman

Experience

• 

  KJCT News 8

  Mar 2009 - Sept 2012

  Anchor/Reporter

  ●Led news broadcasts to become #1 in key demographics within six months●Researched, designed and implemented station-wide news-gathering efficiency strategy●Mentored journalists, helping develop their skills in a highly competitive news market●Recognized by the AP and state broadcasters for outstanding work in journalism and website management

• 

  Costco IT

  Sept 2012 - now

  ●Provide leadership support, guidance, and direction for cross-functional IT product delivery and program management in the areas of Membership, Marketing, Loyalty, and Member Service Center●Collaborate with business and IT leadership to define and execute business-enabling IT solution strategies●Lead, coach, and mentor 17 team members, including Full Stack Engineers, Quality Engineers, Product Owners, Scrum Masters, Delivery Managers, and Project Managers●Sponsor and help drive Agile product/project-delivery maturity with my teamsKey accomplishments:–Helped lead the successful strategic planning and execution of several initiatives, including: mobile-app-based credit card payment method functionality, a multi-country membership card printer rollout, and numerous member service center contact-handling improvements–Helped manage a >$8MM budget covering IT needs for Costco's Member Service Center –Helped establish a repeatable SOX compliance program for applicable controls–Helped create and streamline consistent, repeatable employee hiring and onboarding processes that have attracted and retained top talent Show less ●Managed 24/7 Service Desk and Incident Management operations; grew team from 70 to over 90 FTEs●Led significant operational excellence improvements resulting in average contact wait times of <90 seconds (85% improvement) and average daily contact abandon rate of <7% (80% improvement)●Implemented robust training strategy and partnered cross-functionally with IT teams to “shift-left” troubleshooting capabilities, resulting in 20% increase in first-level resolution rates and >90% promotion rate for technical support representatives●Partnered with IT management peers to streamline Major Incident Management processes, resulting in an initial 50% improvement in average major-incident-resolution speed YOY●Developed long-term relationship with vendor for overflow assistance projected to save ~$300,000 annually●Directly led, coached, and mentored 10 members of IT management with ~10 direct reports each●Closely managed regular staff forecasting, hiring, budgeting, KPI reporting and vendor relationships Show less ●Developed & executed organized and effective enterprise-wide communication and employee engagement strategies during time of constant change - resulting in an initial 25% increase in consumption rates●Led the program management of various employee engagement initiatives within the IT department●Executed organizational change management activities on numerous IT projects, including the rollout of two-factor security authentication, new product-sourcing software and new weight-scale software●Led team skill-development training, knowledge transfer, content planning and goal measurement efforts●Repeatedly recognized for top performance through fast-track promotions and selection for high-priority initiatives Show less

  • Director | IT Global eCommerce

    Dec 2023 - now

  • Manager | IT Membership Solutions

    Jun 2020 - Dec 2023

  • Manager | IT Service Desk, Incident Management

    Jun 2017 - Jun 2020

  • Analyst | IT Communications

    Sept 2012 - Jun 2017