Manager, Program Management- Customer CARE Operational Excellence- Remote

Nordstrom is seeking a Manager of Program Management for Customer CARE Operational Excellence. This role is responsible for leading various teams to ensure operational excellence and continuous improvement across the contact center, while also fostering a positive and high-performance culture within the organization.

Responsibilities:

• Ensures vendor partners consistently deliver operational excellence to defined KPIs, performance, and staffing requirements
• Presents status updates, conducts business performance reviews, and develops risk/mitigation strategies
• Builds and manages strong relationships with vendor partners and stakeholders across the organization
• Leads the CARE Learning & Development team to ensure training programs are aligned to operational priorities and vendor partner needs
• Supports the design, delivery, and measurement of onboarding and continuing education programs across internal and vendor sites
• Facilitates alignment between L&D content and real-time operational feedback to ensure training materials remain current and impactful
• Champions a culture of continuous learning by encouraging knowledge sharing and skill-building across CARE teams
• Collaborates with CARE Leaders to identify performance gaps and develop targeted training interventions
• Leads the Quality Assurance team to support the design and maintenance of quality frameworks, scorecards, and evaluation processes
• Monitors QA and CSAT trends and data to surface insights, identify coaching and training opportunities, and drive performance improvements
• Ensures vendor partners and internal teams are aligned to QA and CSAT standards and actively working toward continuous improvement
• Supports calibration sessions and feedback loops between QA, Operations, and L&D teams to create a unified performance ecosystem
• Leverages QA and CSAT data to inform vendor performance reviews and operational strategy
• Partners with Recruiting Team on hiring practices
• Supports the development and execution of employee engagement strategies that foster a positive, inclusive, and high-performance culture within CARE
• Partners cross-functionally to identify engagement gaps and champion initiatives that improve team morale, retention, and belonging
• Acts as a culture ambassador, ensuring Nordstrom values are embedded across both internal teams and vendor partner environments
• Tracks engagement metrics and participates in action planning based on survey results and ongoing feedback
• Supports recognition programs, team events, and communications that reinforce a strong employee experience
• Leads, supports, and develops direct reports, fostering a culture of accountability, growth, and high performance
• Aligns with CARE Operations Managers on best practices for processes, procedures, communications, and trainings
• Identifies issues and changes, independently driving solutions and escalating where appropriate
• Provides leadership support across the full customer service operations portfolio with a high level of customer obsession

Requirements:

• This is a fully remote role. Must be able to meet the Nordstrom Work from Home Guidelines
• Flexible availability, including nights, weekends, and holidays
• 5+ years of proven leadership in multi-faceted contact center operations
• Vendor Management Expertise – Experience overseeing multi-site, third-party vendor contact center operations and optimizing outsourced recruitment and performance efforts
• Learning & Development Acumen – Familiarity with adult learning principles, training design, or facilitation; ability to partner effectively with L&D professionals
• Quality Mindset – Experience with quality assurance frameworks, calibration processes, or performance measurement in a contact center environment
• Employee Engagement Champion – Demonstrated ability to build culture, drive engagement, and support retention across diverse teams
• Data-Driven & Results-Oriented – Strong analytical skills to track performance metrics across vendor ops, QA, L&D, and engagement, and implement scalable improvements
• Operational & Process-Focused – Skilled in designing quality control processes, incentive models, and reporting frameworks
• Collaborative Leader – Able to work cross-functionally to ensure alignment across vendors, program ops, L&D, QA, and people teams
• Problem-Solver & Innovator – Passionate about improving efficiency, automating workflows, and enhancing the customer and employee experience
• Flexible & Adaptive – Openness to taking on additional tasks and responsibilities as business needs evolve