CARE Customer Experience Program Manager

Nordstrom•Seattle, WA

About The Position

The Program Manager 2 is a key member of the CARE Customer Experience Enablement + Transformation team and leads change-management and deployment strategies that bring the CARE Service Model to life. The role prepares leaders, teams, and business partners to adopt new capabilities, processes, technologies, and ways of working. It builds scalable change-management practices, readiness frameworks, and deployment approaches for CARE transformation initiatives. Working across CARE Operations, Customer Experience, Product, Technology, Analytics, Training, Communications, and enterprise partners, the position drives readiness, adoption, and sustainment to achieve lasting business and customer outcomes. It serves as CARE’s change-management and deployment lead, translating strategic priorities into successful organizational adoption and measurable results.

Requirements

3–5+ years of program management, organizational change management, customer experience, or equivalent experience.
AI fluency, with the ability to assess organizational impacts and develop readiness, adoption, and change-management strategies that support successful implementation.
Proven project management and oversight capabilities.
Demonstrated problem-solving, negotiation, and facilitation skills.
Ability to work effectively in a fast-moving, multi-project team environment.
Proficiency in Microsoft applications, including PowerPoint, Excel, Word, Visio, and SharePoint.
Superior verbal and precise written communication skills.

Nice To Haves

Bachelor’s degree in a related field or equivalent experience.
Relevant organizational change-management or program-management certification.

Responsibilities

Own and evolve CARE’s change-management capability, including frameworks, standards, tools, templates, governance, deployment playbooks, and best practices.
Design deployment strategies for the CARE Service Model and major transformation initiatives, translating strategic priorities into actionable implementation, readiness, adoption, and sustainment plans.
Partner with business leaders to assess organizational impacts, identify readiness needs, and develop deployment approaches that support successful adoption.
Establish deployment governance, readiness reviews, decision points, and accountability structures to improve execution consistency across CARE.
Maintain a portfolio view of organizational change across CARE, including dependencies, audience impacts, deployment timing, change saturation, and risk.
Lead change-impact assessments and readiness planning across people, process, technology, knowledge, and ways of working.
Develop and execute communication, engagement, learning, sponsor, and leadership enablement strategies that prepare teams for change and reinforce adoption.
Define and measure readiness, adoption, deployment effectiveness, and business outcomes, using insights to improve future deployments.
Monitor deployment health and lead stabilization and sustainment activities to ensure changes are embedded into day-to-day operations.
Coach leaders, program teams, and business partners on change-management practices and help build organizational change capability across CARE.
Facilitate cross-functional working sessions, governance forums, and decision discussions that remove barriers and maintain forward progress.
Produce executive-ready reporting, recommendations, and decision-support materials that provide visibility into change impacts, readiness, risks, progress, and business outcomes.
Influence leaders, initiative owners, and enterprise partners without direct authority to drive alignment and shared accountability for successful adoption.