This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

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.

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

Qualifications

• 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.

Requirements

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

Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

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.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

• California: $95,500- $155,000 annually
• Colorado: $81,500- $132,000 annually
• Nevada: $81,500- $132,000 annually
• Texas: $81,500- $132,000 annually
• Washington: $95,500- $155,000 annually

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.