Descripción del trabajo

Role overview

In this position, you will guide the Customer CARE Operational Excellence program and help deliver consistently high-quality service across a growing service portfolio. The role oversees Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement programs to strengthen operational performance, team culture, and continuous improvement across the contact center.

The preferred candidate brings a track record of leading medium to large contact center teams across multiple sites, along with the ability to build effective partnerships both inside and outside the organization. Success in this role requires a data-led mindset, a practical problem-solving approach, and comfort working in a fast-changing environment where adaptability and curiosity matter.

This position also calls for strategic planning support, foresight in anticipating business needs, and a strong commitment to developing both direct reports and cross-functional partners.

Vendor operations

Make sure vendor partners consistently meet defined KPI targets, service performance expectations, and staffing requirements.
Prepare status updates, lead business review discussions, and create plans to reduce or manage risks.
Develop and maintain productive relationships with vendor partners and internal stakeholders.

Learning and development support

Guide the CARE Learning & Development team so training programs stay aligned with operational priorities and vendor needs.
Support the creation, delivery, and evaluation of onboarding and ongoing learning programs for internal teams and vendor locations.
Connect training content with real-time operational feedback so materials remain relevant and effective.
Promote continuous learning by encouraging knowledge sharing and skill growth across CARE teams.
Work with CARE leaders to identify performance gaps and shape targeted training actions.

Quality assurance and voice of customer support

Lead the Quality Assurance team in building and maintaining quality frameworks, scorecards, and evaluation workflows.
Review QA and CSAT trends to identify insights, highlight coaching needs, and support performance gains.
Ensure vendor teams and internal teams are aligned with QA and CSAT expectations and are actively improving.
Take part in calibration sessions and feedback cycles across QA, Operations, and L&D to create a unified performance model.
Use QA and CSAT data to support vendor reviews and shape operational decisions.

Employee engagement

Work with the Recruiting team on hiring-related practices.
Help build and execute engagement initiatives that support a positive, inclusive, and high-performing CARE culture.
Partner across teams to find engagement gaps and support programs that improve morale, retention, and belonging.
Act as a steward of company culture by embedding Nordstrom values within internal teams and vendor environments.
Monitor engagement metrics and contribute to action plans based on survey outcomes and ongoing feedback.
Support recognition efforts, team events, and communications that strengthen the employee experience.

Leadership and collaboration

Lead, support, and develop direct reports while encouraging accountability, growth, and high performance.
Coordinate with CARE Operations Managers on best practices for processes, procedures, communications, and training.
Spot issues and changes early, drive solutions independently, and escalate when needed.
Provide leadership support across the full customer service operations portfolio with a strong focus on customer obsession.

Required knowledge, skills, and abilities

This role is fully remote, and the selected candidate must be able to meet Nordstrom work-from-home guidelines. Flexible availability is required, including nights, weekends, and holidays. The position calls for at least 5 years of leadership experience in complex contact center operations. Experience should include managing multi-site third-party vendor contact center work, improving outsourced recruiting and performance outcomes, and collaborating effectively with L&D professionals. A strong quality background is needed, including familiarity with QA frameworks, calibration practices, or contact center performance measurement. You should also be able to build engagement and retention in diverse teams, analyze metrics across vendor operations, QA, L&D, and engagement, and design practical process controls, incentive structures, and reporting tools. This role also requires strong cross-functional collaboration, problem-solving, innovation, and a willingness to take on changing priorities as business needs evolve.

Location and remote work rules

Nordstrom can offer remote employment for this role in all states except AR, MS, MT, ND, SD, VT, WV, and WY.

Compensation

Pay is location-based and depends on job-related knowledge, skills, and experience. The stated annual ranges are California: 110,500 to 183,000; Colorado: 96,000 to 154,000; Florida: 96,000 to 154,000; Iowa: 96,000 to 154,000; Nevada: 96,000 to 154,000; New York: 120,000 to 192,000; Texas: 96,000 to 154,000; Washington: 110,000 to 183,000.

This role may also qualify for performance-based incentives or bonuses.

Benefits

Medical, vision, and dental coverage
Retirement benefits and paid time away
Life insurance and disability coverage
Merchandise discount and EAP resources
401(k), PTO accruals, holidays, and additional benefits depending on eligibility

Additional notes

The posting highlights the most important duties and qualifications, but it is not exhaustive. Other duties, responsibilities, and qualifications may apply. Applicants in Los Angeles or San Francisco should note that background checks are completed after a conditional offer and that applicants with criminal histories are considered in line with applicable legal requirements. People who need disability-related assistance or accommodation should contact the nearest Nordstrom location. State-specific legal notices may also apply, and candidates should review the relevant Career Site FAQ guidance. Current Nordstrom employees should apply through Workday. Job postings are kept open for at least one day after the posting date.

Manager, Program Management – Customer CARE Operational Excellence