Customer Experience Program Manager

🔥 0 minutes ago

☕ Washington – Remote

☕ Washington – Remote

💵 $93.5k - $155k / 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

• Lead change-management and deployment strategies that bring the CARE Service Model to life • Own and evolve CARE’s change-management capability, including frameworks, standards, tools, templates, governance, deployment playbooks, and best practices • Design deployment strategies and actionable implementation, readiness, adoption, and sustainment plans • Partner with business leaders to assess organizational impacts, identify readiness needs, and develop deployment approaches • Establish deployment governance, readiness reviews, decision points, and accountability structures • Maintain a portfolio view of organizational change, including dependencies, audience impacts, deployment timing, change saturation, and risk • Lead change-impact assessments and readiness planning across people, process, technology, knowledge, and ways of working • Develop and execute communication, engagement, learning, sponsor, and leadership enablement strategies • Define and measure readiness, adoption, deployment effectiveness, and business outcomes • Monitor deployment health and lead stabilization and sustainment activities • Coach leaders, program teams, and business partners on change-management practices • Facilitate cross-functional working sessions, governance forums, and decision discussions • Produce executive-ready reporting, recommendations, and decision support materials • Influence leaders, initiative owners, and enterprise partners without direct authority • Drive successful adoption and sustained implementation of new capabilities, processes, technologies, and ways of working

🎯 Requirements

• 3-5+ years of program management, organizational change management, customer experience, or equivalent experience • Bachelor’s degree in a related field or equivalent experience preferred • Relevant organizational change management or program management certification is a plus • AI-fluency with the ability to assess organizational impacts and develop readiness, adoption, and change-management strategies • Proven project management and oversight capabilities • Demonstrated problem solving, negotiation and facilitation skills • Ability to work effectively in a fast moving, multi-project team environment • Proficient in Microsoft applications (PowerPoint, Excel, Word, Visio, SharePoint) • Superior verbal and precise written communication skills

🏖️ Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away • Life Insurance and Disability • Merchandise Discount and EAP Resources • Performance-based incentives/bonuses may be available • 401k • PTO accruals • Holidays

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