Nordstrom

Compensation

Full Description

Job Description As a Manager of Program Management - Customer CARE Operational Excellence, you will be responsible for delivering world-class service experiences across a broad and expanding portfolio. This role leads the Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement Teams and programs to drive operational excellence, culture, and continuous improvement across the contact center. The ideal candidate has successfully demonstrated strong leadership with medium-to-large, multi-site contact center teams and a proven ability to build relationships across internal and external partners. They are data-driven, solutions-oriented, and thrives in a fast-moving environment where flexibility and curiosity are essential to success. This role requires strategic planning support, the ability to anticipate business needs, and a commitment to developing direct reports and cross-functional partners alike. A Day in the Life… Vendor Operations 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 Learning & Development Support 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 Quality Assurance & Voice of the Customer Support 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 Employee Engagement 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 Leadership & Cross-Functional Collaboration 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 Required Knowledge, Skills & Abilities 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 Nordstrom is able to offer remote employment for this position in all states except AR, MS, MT, ND, SD, VT, WV and WY. 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. California: $110,500- $183,000 annually, Colorado: $96,000- $154,000 annually, Florida: $96,000- $154,000 annually, Iowa: $ $96,000- $154,000 annually, Nevada: $96,000- $154,000 annually, New York: $120,000- $192,000 annually, Texas: $96,000- $154,000 annually, Washington: $110,000- $183,000 annually 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 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: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf 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. 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. © 2026 Nordstrom, Inc About Us We’re a fast-moving fashion company that started as a shoe store in 1901. This heritage of service is the foundation we’re building on as we provide convenience and true connection for our customers. We empower our people to be innovative, creative and focused on providing the best service to our customers. Through it all, we remain committed to leaving the world better than we found it. Whether you’re a genius engineer, a phenomenal salesperson or a supply chain pro, we invite you to bring your unique talents and join our team. We reward great work, promote from within and celebrate diversity. CUSTOMER OBSESSED We strive to know our customers better than anyone else. We listen, anticipate, build trust and move with speed to deliver on their needs. OWNERS AT HEART We treat every interaction as an opportunity to make an impact and deliver excellence. CURIOUS AND EVER CHANGING We approach problems with curiosity and create solutions. We unlock potential to be bold, think big and inspire innovation. HERE TO WIN We’re committed to delivering results, both today and tomorrow. We win as a team by supporting and challenging one another to be better every day. WE EXTEND OURSELVES We treat each other with respect and kindness. We do the small things that make a big difference. We create a welcoming environment, helping people feel connected, valued and part of one community. Come on! Join us!