Sr. Manager of Program Management - Customer CARE - Seattle, WA

Company: Nordstrom Inc.
Location: Seattle
Posted on: March 19, 2023

Job Description:

Sr. Manager of Program Management, Customer CARE - Hybrid - Seattle, WA page is loaded Sr. Manager of Program Management, Customer CARE - Hybrid - Seattle, WA Apply locations Seattle, WA Cedar Rapids, IA time type Full time posted on Posted Today job requisition id R-538888 Job Description Discover it Here. - At Nordstrom.com and Nordstromrack.com, we strive to empower shoppers through choice and discovery of the hottest fashion at great prices . At the intersection of technology, fashion, and design, we value employees who have great in sights to fashion and e-commerce, act fast, think creatively, and embody our customer-first mentality. Our fast-paced, dynamic culture attracts creative, passionate individuals with a determined, can-do attitude and entrepreneurial spirit. Work hard and play hard in a fun, casual and collaborative work environment . Responsibilities As the Sr. Manager of Program Management , you r team w ill be responsible for planning and overseeing projects of all types , ensur ing they are completed in a timely fashion and within budget , driving initiatives to improve the customer experience and leading cross-company efforts to reduce customer friction . You r team will be engaged in a wide range of projects from program i nception to deployment . You will plan and designate project resources, prepare budgets, monitor progress, and keep stakeholders informed throughout the project (s) . As part of the dynamic, multi-channel Customer CARE Organization, you and your tea m of Nordstrom Program Managers will lead customer experience efforts representing the voice of the customer . You will work with cross-functional teams to gather service requirements, set timelines and targets, create, implement, and execute project plans. You will measure, evaluate, and report out on key indicators and milestones, interfacing with senior management. This role will have further impact, through the ability to diagnose opportunities for continuous improvement in support of the customer experience. This position is supported by the VP of Customer CARE & Fraud at Nordstrom . - A successful candidate will demonstrate pride, commitment to high quality deliverables, and the ability to thrive as a member of an accountable organization. They have successfully demonstrated strong leadership in a fast p aced and dynamic environment , an efficiency and continuous improvement mindset, the ability to independently partner with and influence cross-functional groups, and strategic capabilities to define the path forward. - A day in the life---

• Manages prioritization of business needs, defines the components of capability roadmap and project scope, and owns process definition and maintenance
• Shows clear recognition of the challenges the organization is facing, the concerns of the customer , and the impact of their decisions
  • Ask s questions to understand issues and identify and drive for resolution
  • Deliver s project-based outcomes that positively impact the e-commerce business
  • Maintains an understanding of the e-commerce call center ecosystem, including and rhythm of business
  • Communicate information about project status, changes in strategy, initiatives, and priorities
  • Prioritize, manage, and execute multiple projects with minimal oversight
    • Proactively identify and manage impact of projects to broader organization
    • Work collaboratively with the larger leadership team, reconciling divergent demands of multiple stakeholders
    • Influences stakeholder expectations through direct relationships
    • Identifies issues/challenges and independently drives solutions
    • Acts as a mentor to others on team and cross-company
      • Aligns and develops department and organization strategy to support company objectives and goals
      • Challenges and encourages direct reports and others to stretch their capabilities
      • Uses data to drive capability/process enhancements and shape the program/future programs
      • Determines what data is needed to inform on system health and effectiveness
      • Demonstrates broad and deep understanding of end-to-end capability
        • Leads change within team to improve delivery methodology , speed, and quality A day in the life---
          • Manages prioritization of business needs, defines the components of capability roadmap and project scope, and owns process definition and maintenance
            • Asks questions to understand issues, identify problems, and drive for resolution
            • Identifies issues/challenges and independently drives solutions
            • Shows clear recognition of the challenges the organization is facing, the concerns of the customer, and the impact of their decisions
            • Demonstrates broad and deep understanding of end-to-end capability
            • Maintains an understanding of the e-commerce call center ecosystem, including applications, customer experiences (chat, phone, SMS, email, and social media), and rhythm of business
              • Delivers project-based outcomes that positively impact the e-commerce business
              • Communicate information about project status, changes in strategy, initiatives, and priorities
              • Prioritize, manage, and execute multiple projects with minimal oversight
              • Proactively identify and manage impact of projects to broader organization
              • Work collaboratively with the larger leadership team, reconciling and influencing divergent demands of multiple stakeholders
                • Aligns and develops department and organization strategy to support company objectives and goals
                • Acts as a mentor to others on team and cross-company
                • Challenges and encourages direct reports and others to stretch their capabilities
                • Leads change within team to improve delivery methodology , speed, and quality
                • Uses data to drive capability/process enhancements and shape the program/future programs
                  • Determines what data is needed to inform on system health and effectiveness Qualifications
                    • Infectious " customer first" attitude
                    • 3-5 years of experience in management of member care function in consumer companies
                    • 7-10 years of professional experience in consumer companies with significant involvement with customer care function
                    • Clear and effective written and verbal communication skills
                      • Strong analytical skills, including proficient use of Excel /SQL
                      • Bachelor's degree required
                      • Demonstrated strength in people and operational leadership -
                      • S trong interpersonal skills , with the a bility to build strong relationships and collaborate with peers , cross-functional partners, and senior leadership
                      • Considerable experience with managing competing objectives (growth, cost control, quality, productivity) at a senior level Company Culture - Nordstrom believes that to be somewhere people love to shop; it must also be somewhere people love to work. Nordstrom has a well-recognized culture and reputation that many customers associate with integrity and quality, which is one reason why customers choose to shop , and employees choose to work at Nordstrom. Whether they are serving on the frontlines or working behind the scenes, Nordstrom's 75,000-plus employees share an unwavering focus on customer service. - Customer Obsessed We strive to know our customers better than anyone does. We listen, anticipate , build trust, and move with speed to deliver on their needs. We make customers feel good. - Owners at Heart We treat every interaction as an opportunity to make an impact and deliver excellence. We collect the right input, we are empowered to use good judgement, we own our decisions, and we keep it simple. We leave it better than we found it. - Curious and Ever Changing We approach problems with curiosity and create solutions. We unlock potential to be bold, think big and inspire innovation. We disrupt the status quo to solve customer needs in new and relevant ways. - 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 a part of one community. We've got you covered--- We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan, employee stock purchase plan and much more depending on your role. We are an equal opportunity employer committed to providing a diverse environment. This job description is intended to describe the general nature of the work employees can expect within this particular job classification. It is certainly not a comprehensive inventory of all duties, responsibilities and qualifications required for this job. 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 ResourcesA 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.Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at - www.nordstrom.com . - - 2022 -Nordstrom, Inc Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs. Pay Range DetailsThe pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.Washington: $126,500 - $210,000 Similar Jobs (1) Sr Manager - Facilities - Performance & Technology locations Seattle, WA time type Full time posted on Posted Yesterday About UsWe'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!

Keywords: Nordstrom Inc., Seattle , Sr. Manager of Program Management - Customer CARE - Seattle, WA, Executive , Seattle, Washington