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Manager, Program Management- Customer CARE Operational Excellence- Remote

Job Description

As a Manager of Program Management - Customer CARE Operational Excellence, you will be responsible for delivering world-class service experiences across a broad and expanding portfolio. This role leads the Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement Teams and programs to drive operational excellence, culture, and continuous improvement across the contact center.The ideal candidate has successfully demonstrated strong leadership with medium-to-large, multi-site contact center teams and a proven ability to build relationships across internal and external partners. They are data-driven, solutions-oriented, and thrives in a fast-moving environment where flexibility and curiosity are essential to success.This role requires strategic planning support, the ability to anticipate business 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 excellence to 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
Leads the 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 materials remain current and impactful
Champions a culture of continuous learning by encouraging knowledge sharing and skill-building across CARE teams
Collaborates with CARE Leaders to identify performance gaps and develop targeted training interventions Quality Assurance & Voice of the Customer Support
Leads the Quality Assurance team to support the design and maintenance of quality frameworks, scorecards, and evaluation processes
Monitors QA and CSAT trends and data to surface insights, identify coaching and training opportunities, and drive performance improvements
Ensures vendor partners and internal teams are aligned to QA and CSAT standards 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 QA and CSAT data 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 to identify engagement 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 and participates in 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
Identifies issues and changes, independently driving solutions and escalating where appropriate
Provides leadership support across the full customer service operations portfolio with a high level of 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 vendor contact center operations and optimizing outsourced 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 on additional tasks 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.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience. California: $110,500- $183,000 annually, Colorado: $96,000- $154,000 annually, Florida: $96,000- $154,000 annually, Iowa: $ $96,000- $154,000 annually, Nevada: $96,000- $154,000 annually, New York: $120,000- $192,000 annually, Texas: $96,000- $154,000 annually, Washington: $110,000- $183,000 annually

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 Resources

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser:

A 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.

For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at

Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ’s for relevant information and guidelines.

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Nordstrom keeps job postings open for at least one day after the posting date.

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