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
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