Manager, Program Management – Customer CARE Operational Excellence

🔥 0 minutes ago

🏄 California, Florida, +5 more states – Remote

🏄 California – Remote 🐊 Florida – Remote 🌾 Iowa – Remote 🎰 Nevada – Remote 🗽 New York – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $110.5k - $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

• Ensure vendor partners consistently deliver operational excellence to defined KPIs • Build and manage strong relationships with vendor partners and stakeholders • Lead the CARE Learning & Development team to ensure training programs are aligned • Monitor QA and CSAT trends to identify coaching and training opportunities • Support the development and execution of employee engagement strategies • Provide leadership support across the full customer service operations portfolio

🎯 Requirements

• 5+ years of proven leadership in multi-faceted contact center operations • Vendor Management Expertise – Experience overseeing multi-site, third-party vendor contact center operations • Learning & Development Acumen – Familiarity with adult learning principles, training design, or facilitation • Quality Mindset – Experience with quality assurance frameworks, calibration processes, or performance measurement • Employee Engagement Champion – Demonstrated ability to build culture, drive engagement, and support retention • Data-Driven & Results-Oriented – Strong analytical skills to track performance metrics

🏖️ Benefits

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