Product Manager 2 - Customer Care Experience

Nordstrom•Seattle, WA

17h•Hybrid

About The Position

The Product Manager 2 is part of Nordstrom’s Product Management team, advancing platforms and tools that support customers after a sale. Product managers own customer and business outcomes by planning roadmaps, prioritizing technology backlogs, leading product discovery, measuring and communicating results, and aligning stakeholders. Within the Customer Care product team, this role owns Nordstrom’s core customer service platform and account servicing tools, and helps shape how service quality is measured and improved. These capabilities support customers across Nordstrom.com, NordstromRack.com, the iOS and Android apps, and stores. The role works with AI agents as part of product development and customer service, and partners with Fraud and Risk where service experience and loss prevention intersect. This is a hybrid position in Seattle, Washington. Candidates must be available to work at Nordstrom’s corporate headquarters at least four days per week.

Requirements

At least 3 years of product management experience or equivalent, with measurable customer or business outcomes owned.
Bachelor’s degree in Business, Math, Engineering, Computer Science, or equivalent experience.
Familiarity with customer service platforms, case or conversation management systems, agent desktop tooling, and service operations concepts such as routing, queue and workload management, case lifecycle, escalation paths, and quality assurance practices.
Solid technical background and understanding of software development principles, including Agile development and cohort-based pilot testing.
Proficiency in data analysis and performance metrics, including customer-experience measurement, and ability to independently adjust roadmaps based on learnings, including when results contradict the original hypothesis.
Ability to build and maintain cross-functional relationships across Analytics, Engineering, UX, Operations, and Business.
Strong verbal and written communication skills, including presenting to different levels within a matrixed organization.
Ability to work with care professionals, listen to customers, and translate observations into product decisions.
Strong critical thinking and problem-solving skills, including verifying AI-generated analysis and output before acting on it.
Outstanding organizational and time management skills.

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.
Direct experience implementing or extending a commercial service platform.
Exposure to AI-assisted service, including virtual agents or agent-assistance tooling, and a point of view on where automation improves customer experience and where a human should stay in the loop.
Hands-on fluency with AI and agentic development tools.

Responsibilities

Shape and communicate product vision and strategy for customer care product areas, aligned with company goals and grounded in customer evidence.
Own customer service platforms and servicing tools end to end, including roadmaps, intake and triage, enhancement requests, and stakeholder coordination.
Partner with customers, care professionals, and operations leaders to identify opportunities and requirements.
Partner with Fraud and Risk to balance a frictionless customer experience with the cost of abuse.
Help define how service quality is measured and developed, including the flow of performance data into reporting and coaching.
Prioritize the feature backlog and develop quarterly priorities and an annual roadmap, balancing complexity, impact, organizational strategy, long-term customer trust, and near-term business impact.
Embed with the Engineering squad to manage the backlog, agile ceremonies, and feature releases.
Prototype, analyze data, and use 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.
Design measurement plans, run experiments with primary and guardrail metrics defined in advance, and monitor KPIs including resolution time, repeat contact, and customer and agent satisfaction.
Partner with Engineering, Analytics, UX, Care Operations, business stakeholders, and other product teams to deliver 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 opportunities and inform roadmap decisions.
Work with engineering and business partners to balance customer value against technical effort, complexity, and risk.