Manager, Program Management – Customer CARE Operational Excellence

🕒 July 8

🇺🇸 United States – Remote

💵 $96k - $154k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 33%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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 Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement teams and programs across the contact center • Ensure vendor partners deliver operational excellence against KPIs, performance, and staffing requirements • Present status updates, conduct business performance reviews, and develop risk/mitigation strategies • Build and manage relationships with vendor partners and organizational stakeholders • Lead CARE Learning & Development programs, including onboarding and continuing education • Align training content with operational priorities and real-time feedback • Identify performance gaps and develop targeted training interventions • Lead quality frameworks, scorecards, evaluation processes, and calibration sessions • Monitor QA and CSAT trends 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 • Independently identify issues, drive solutions, and escalate where appropriate • Provide leadership support across the customer service operations portfolio

🎯 Requirements

• 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 • Experience overseeing multi-site, third-party vendor contact center operations and optimizing outsourced recruitment and performance efforts • Familiarity with adult learning principles, training design, or facilitation; ability to partner effectively with L&D 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 across vendor ops, QA, L&D, and engagement, and implement scalable improvements • Skilled in designing quality control processes, incentive models, and reporting frameworks • Able to work cross-functionally across vendors, program ops, L&D, QA, and people teams • Passion for improving efficiency, automating workflows, and enhancing the customer and employee experience • Openness to taking on additional tasks and responsibilities as business needs evolve

🏖️ 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