Job Description

Role Summary

This role is Hybrid in Seattle, WA. We are looking for a versatile, customer obsessed Program Manager to help drive the long-term strategy and operational foundation behind Nordstrom’s Top Customer experience and Credit & Payments support model. You’ll be a true utility player—bringing structure to complex ideas, driving execution across teams, and helping improve the processes and experiences that matter most to customers.

What You’ll Do:

Program Execution & Enablement: Influence strategy and turn into clear plans, milestones, and deliverables; organize and track work across multiple teams.
Customer Experience Advocacy: Use feedback, complaints, and experience data to surface pain points and opportunities; advocate for solutions that reflect a premium service standard.
Process & Operational Improvement: Map and refine workflows that support escalations, handoffs, and high‑touch service; recommend changes that increase clarity, efficiency, and outcomes.
Lead Cross‑Functional Collaboration: Align partners across product, operations, stores, loyalty, and customer care; communicate progress, risks, and dependencies with clarity.

Required

3-5+ years in program management and/or project management.
3-5+ years in customer experience/operations roles with cross‑functional scope.
Previous exposure to project management practices, including managing multiple workstreams, coordinating across teams, & leading change-focused initiatives.
Strong communication skills – able to translate operational details into clear, audience‑appropriate updates and narratives.
Comfort with ambiguity and change; willingness to try new approaches and pivot when needed.
Passion for delivering exceptional customer experiences; bias for removing friction and elevating service.
Passion for customer experience, service design, and efforts that elevate high-touch customer support.

Preferred

Experience with service escalations, loyalty or credit products, or high‑touch retail/hospitality environments.
Background in process improvement, workflow documentation, and project management practices.

What Success Looks Like

Increase revenue via high ticket sales + stylist support enablement.
Drive cost savings through efficiency and automation.
Reduced friction in customer/seller journeys and internal workflows.
Measurable improvements in service outcomes and partner alignment.
Identify and mitigate high-impact risks before they materialize.
Design & execute operational optimization & efficiency.
Ensure clear alignment on scope, timelines, and success criteria across teams.
Identify new opportunities or levers that drive meaningful business value.

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including: Medical/Vision, Dental, Retirement and Paid Time Away Life Insurance and Disability Merchandise Discount and EAP Resources.

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job. For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site. Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ’s for relevant information and guidelines.

© 2022 Nordstrom, Inc Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs. Nordstrom keeps job postings open for at least one day after the posting date.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience. $81,500.00 - $132,000.00 Annual. This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: Nordstrom Benefits Overview.