Product Manager 2 - Customer Care Experience

Nordstrom•Seattle, WA

2d•$121,500 - $188,500•Hybrid

About The Position

This role is offered as hybrid in Seattle, WA. Candidates must be available to work in office at the Nordstrom corporate headquarters a minimum of 4 days/week to be considered for this position. The Product Manager 2 is a key member of the Nordstrom Product Management team, advancing the platforms and tools that power how Nordstrom serves its customers after the sale. Product Management at Nordstrom collaborates across the organization to drive innovative solutions that solve real problems, anticipate customer needs, and exceed their expectations to drive brand loyalty resulting in greater market share and improved financial performance. To accomplish this, product managers own customer and business outcomes — planning the product roadmap, prioritizing the applicable technology backlog, leading product discovery, and measuring and communicating results of the feature portfolio, all while ensuring stakeholder alignment. As a Product Manager 2 within the Customer Care product team, you'll own the systems our care professionals use every day — our core customer service platform and our account servicing tools — and help shape how we measure and improve service quality. These capabilities support customers across Nordstrom.com, NordstromRack.com, our iOS and Android apps, and our stores. AI agents are part of both how we build products and how we serve customers, and you'll work fluently with both. You'll also partner closely with our fraud and risk teams where the service experience and loss prevention intersect.

Requirements

3+ years of product management experience or equivalent, with measurable customer or business outcomes you owned; customer service, contact center, CRM, or agent-tooling experience preferred
Bachelor's degree in Business, Math, Engineering, Computer Science, or equivalent experience
Exposure to fraud and risk — particularly first-party fraud, returns and policy abuse, or the intersection of customer experience and loss prevention — preferred
Familiarity with customer service platforms, case or conversation management systems, and agent desktop tooling, and with the service operations concepts underneath them — routing, queue and workload management, case lifecycle, escalation paths, and quality assurance practices; direct experience implementing or extending a commercial service platform a strong plus
Exposure to AI-assisted service — virtual agents or agent assistance tooling — and a point of view on where automation improves the customer experience and where a human should stay in the loop
Solid technical background and understanding of software development principles, including Agile development and cohort-based pilot testing; hands-on fluency with AI and agentic development tools a strong plus
Proficient in data analysis and performance metrics, including customer-experience measurement; able to independently drive roadmap adjustments based on learnings, including when results contradict the original hypothesis
Ability to build and maintain cross-functional relationships with teams across Analytics, Engineering, UX, Operations, and Business
Strong verbal and written communication skills, including presenting to various levels within a matrixed organization
Able to sit with care professionals, listen to customers, and turn what you see and hear into product decisions
Strong critical thinking and problem-solving skills, including the discipline to verify AI-generated analysis and output before acting on it, with outstanding organizational and time management

Nice To Haves

customer service, contact center, CRM, or agent-tooling experience
Exposure to fraud and risk — particularly first-party fraud, returns and policy abuse, or the intersection of customer experience and loss prevention
Familiarity with customer service platforms, case or conversation management systems, and agent desktop tooling, and with the service operations concepts underneath them — routing, queue and workload management, case lifecycle, escalation paths, and quality assurance practices; direct experience implementing or extending a commercial service platform a strong plus
Exposure to AI-assisted service — virtual agents or agent assistance tooling — and a point of view on where automation improves the customer experience and where a human should stay in the loop
hands-on fluency with AI and agentic development tools a strong plus

Responsibilities

Shape and communicate a clear product vision and strategy for your product areas within the customer care domain, aligned with company goals and business priorities and grounded in customer evidence, with minimal oversight
Own core customer service platforms and servicing tools end to end — roadmap, intake and triage, enhancement requests, and stakeholder coordination — partnering directly with customers, care professionals, and operations leaders to identify opportunities and requirements
Partner with Fraud and Risk to balance a frictionless experience for the overwhelming majority of customers against the cost of abuse
Help define how service quality is measured and developed, including how performance data flows into reporting and coaching
Prioritize the feature backlog and develop quarterly priorities and an annual roadmap, accounting for complexity, impact, and cohesion with organizational strategy, balancing long-term customer trust with near-term business impact
Embed with the Engineering squad to drive development through day-to-day management of the backlog, agile ceremonies, and feature releases
Pair deep customer insight with hands-on building — prototyping, analyzing data directly, and working with AI tooling to test ideas with customers and care professionals before committing engineering capacity
Write requirements, user stories, and testable acceptance criteria, and verify what is built before it reaches customers, influencing within your domain
Design measurement plans, run experiments with primary and guardrail metrics defined up front, and monitor key performance indicators — resolution time, repeat contact, and customer and agent satisfaction — to validate improvements and surface the next opportunity
Partner with Engineering, Analytics, UX, Care Operations, and business stakeholders — including other product teams whose work lands in care tooling — to deliver the right capabilities at the right time
Stay current with customer service industry trends, the competitive landscape, and emerging technologies, including applied AI and agentic tooling, to identify strategic opportunities and inform roadmap decisions
Work with engineering and business to balance customer value and technical effort, complexity, and risk, with minimal support