As aManager of Program Management -Customer CARE Operational Excellence, you will be responsible for delivering world-class service experiences across a broad and expanding portfolio.This roleleads theVendor Operations, Learning & Development, Quality Assurance, and Employee EngagementTeams and programsto drive operational excellence, culture, and continuous improvement across the contact center.

The ideal candidate hassuccessfullydemonstratedstrong leadership with medium-to-large, multi-site contact center teams and a proven ability to build relationships across internal and external partners.Theyare data-driven, solutions-oriented, andthrivesin a fast-moving environment where flexibility and curiosity are essential to success.

This role requires strategic planning support, the ability toanticipatebusiness needs, and a commitment to developing direct reports and cross-functional partners alike.

A Day in the Life…

Vendor Operations

• Ensures vendor partners consistently deliver operational excellenceto defined KPIs, performance, and staffing requirements

• Presents status updates, conducts business performance reviews, and develops risk/mitigation strategies

• Builds and manages strong relationships with vendor partners and stakeholders across the organization

Learning & Development Support

• Leadsthe CARE Learning & Development team to ensure training programs are aligned to operational priorities and vendor partner needs

• Supports the design, delivery, and measurement of onboarding and continuing education programs across internal and vendor sites

• Facilitates alignment between L&D content and real-time operational feedback to ensure training materialsremaincurrent and impactful

• Champions a culture of continuous learning by encouraging knowledge sharing and skill-building across CARE teams

• Collaborates withCARE Leaderstoidentifyperformance gaps and develop targeted training interventions

Quality Assurance& Voice of the CustomerSupport

• Leadsthe Quality Assurance team to support the design and maintenance of quality frameworks, scorecards, and evaluation processes

• Monitors QAand CSATtrends and data to surface insights,identifycoachingand trainingopportunities, and drive performance improvements

• Ensures vendor partners and internal teams are aligned to QAand CSATstandards and actively working toward continuous improvement

• Supports calibration sessions and feedback loops between QA,Operations, and L&D teams to create a unified performance ecosystem

• Leverages QAand CSATdata to inform vendor performance reviews and operational strategy

Employee Engagement

• Partners with Recruiting Team on hiring practices

• Supports the development and execution of employee engagement strategies that foster a positive, inclusive, and high-performance culture within CARE

• Partners cross-functionally toidentifyengagement gaps and champion initiatives that improve team morale, retention, and belonging

• Acts as a culture ambassador, ensuring Nordstrom values are embedded across both internal teams and vendor partner environments

• Tracks engagement metrics andparticipatesin action planning based on survey results and ongoing feedback

• Supports recognition programs, team events, and communications that reinforce a strong employee experience

Leadership & Cross-Functional Collaboration

• Leads, supports, and develops direct reports, fostering a culture of accountability, growth, and high performance

• Aligns with CARE Operations Managers on best practices for processes, procedures, communications, and trainings

• Identifiesissues and changes, independently driving solutions and escalating where appropriate

• Provides leadership support across the full customer service operations portfolio witha high levelof customer obsession

Required Knowledge, Skills & Abilities

• This is a fully remote role. 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

• Vendor Management Expertise – Experience overseeing multi-site, third-party vendorcontactcenter operations andoptimizingoutsourced recruitment and performance efforts

• Learning & Development Acumen – Familiarity with adult learning principles, training design, or facilitation; ability to partner effectively with L&D professionals

• Quality Mindset – Experience with quality assurance frameworks, calibration processes, or performance measurement in a contact center environment

• Employee Engagement Champion – Demonstrated ability to build culture, drive engagement, and support retention across diverse teams

• Data-Driven & Results-Oriented – Strong analytical skills to track performance metrics across vendor ops, QA, L&D, and engagement, and implement scalable improvements

• Operational & Process-Focused – Skilled in designing quality control processes, incentive models, and reporting frameworks

• Collaborative Leader – Able to work cross-functionally to ensure alignment across vendors, program ops, L&D, QA, and people teams

• Problem-Solver & Innovator – Passionate about improving efficiency, automating workflows, and enhancing the customer and employee experience

• Flexible & Adaptive – Openness to taking onadditionaltasks and responsibilities as business needs evolve

Nordstrom is able to offer remote employment for this position in all states except AR, MS, MT, ND, SD, VT, WV and WY.