Manager, Program Management – Customer CARE Operational Excellence

🕒 July 8

🦬 Montana, North Dakota, +6 more states – Remote

🦬 Montana – Remote 🌾 North Dakota – Remote 🎸 Mississippi – Remote 🗿 South Dakota – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote 🦬 Wyoming – Remote

💵 $96k - $192k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Nordstrom

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1901

🛒 Retail

👗 Fashion

🛍️ eCommerce

💰 Post-IPO Equity - Nordstrom on 2023-02

Retail • Fashion • eCommerce

Nordstrom is a leading U. S. -based high-end department store and fashion retailer offering a wide selection of clothing, footwear, accessories, beauty products, and home goods through its brick-and-mortar stores and online channels. The company emphasizes curated brands, customer service (including personal stylists and loyalty programs), and an omnichannel shopping experience combining in-store and e-commerce services like curbside pickup and returns. Nordstrom serves primarily individual consumers with premium and mid-to-high-end merchandise.

📋 Description

• Deliver world-class service experiences across a broad and expanding portfolio • Lead Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement teams and programs across the contact center • Ensure vendor partners meet operational excellence, KPI, performance, and staffing requirements • Present status updates, conduct business performance reviews, and develop risk/mitigation strategies • Lead CARE Learning & Development programs aligned with operational priorities and vendor needs • Support onboarding and continuing education program design, delivery, and measurement • Keep training materials aligned with operational feedback and identify performance gaps requiring targeted interventions • Lead Quality Assurance frameworks, scorecards, evaluation processes, calibration sessions, and feedback loops • Monitor QA and CSAT data to identify coaching, training, and performance improvement opportunities • Support employee engagement strategies, recognition programs, team events, communications, and action planning • Partner with Recruiting on hiring practices • Lead, support, and develop direct reports • Align with CARE Operations Managers on processes, procedures, communications, and training best practices • Independently identify issues, drive solutions, and escalate where appropriate • Provide leadership support across the customer service operations portfolio

🎯 Requirements

• Must meet Nordstrom Work from Home Guidelines • Flexible availability, including nights, weekends, and holidays • 5+ years of proven leadership in multi-faceted contact center operations • Experience overseeing multi-site, third-party vendor contact center operations • Experience optimizing outsourced recruitment and performance efforts • Familiarity with adult learning principles, training design, or facilitation • Ability to partner effectively with Learning & Development professionals • Experience with quality assurance frameworks, calibration processes, or performance measurement in a contact center environment • Demonstrated ability to build culture, drive engagement, and support retention across diverse teams • Strong analytical skills to track performance metrics and implement scalable improvements • Skill in designing quality control processes, incentive models, and reporting frameworks • Ability to work cross-functionally across vendors, program operations, L&D, QA, and people teams • Passion for improving efficiency, automating workflows, and enhancing customer and employee experiences • Openness to additional tasks and responsibilities as business needs evolve

🏖️ Benefits

• Medical/Vision • Dental • Retirement and Paid Time Away • Life Insurance and Disability • Merchandise Discount • EAP Resources • Performance-based incentives/bonuses may be available • 401k • PTO accruals • Holidays • Remote employment • Professional development and promotion from within • Diversity and inclusive workplace initiatives