Key skills
Program managementCustomer experienceProcess improvementCross-functional collaborationProject management practicesComfort with ambiguityPassion for customer experiencecommunication skillsProject ManagementCommunicationCollaborationSales
About this role
Nordstrom is a leading fashion retailer, seeking a versatile, customer-obsessed Program Manager to enhance their Top Customer experience and Credit & Payments support model. The role involves driving strategy, improving customer experiences, and leading cross-functional collaboration to optimize operational processes.
Responsibilities:
- 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
- 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
Requirements:
- 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
- Experience with service escalations, loyalty or credit products, or high‑touch retail/hospitality environments
- Background in process improvement, workflow documentation, and project management practices