Program Manager Senior (Fulfillment) – Digital Strategic Programs (Hybrid)

Nordstrom • Seattle, WA

1d • Hybrid

About The Position

Order fulfillment is both a critical customer touchpoint and one of the largest cost drivers in any digital commerce business. It’s an opportunity to exceed customer expectations through service and speed, while also offering significant potential for operational and cost efficiencies. At JWN, we currently support multiple digital fulfillment methods—including Fulfillment Center (FC), Drop Ship, Store Fulfill, BOPUS, and Marketplace—each delivering a unique customer experience and impacting our P&L differently. To fully leverage these capabilities, it’s essential for JWN to define a cohesive digital fulfillment strategy, identify areas for optimization, and execute against a clear roadmap. The newly created Sr. Program Manager – Fulfillment role will lead this effort across both banners (N.com and R.com). This role will work very closely with partners to develop and drive the fulfillment strategy, shape the strategic and operational roadmap, and deliver measurable P&L impact. It will require strong cross-functional partnership with Operations and other key teams to align on strategy and execute effectively. The ideal candidate is strategic, analytical, results-driven, and an excellent communicator with a strong sense of ownership. This position reports to the Director of Strategic Programs within Digital Commerce.

Requirements

• Strong interest in retail, store operations, supply chain and understanding of industry dynamics
• 5+ years of relevant work experience in retail, store operations, supply chain or management consulting with experience in program management or project management
• Ability to navigate through ambiguity and think big picture to solve problems
• Ability to collect data, establish facts, and draw sound conclusions (SQL skills, P&L analysis, experience modeling and forecasting are a plus)
• Ability to a drive strategic vision and translate that into a multi-year operational roadmap
• Ability to drive alignment at the VP/SVP level
• Ability to communicate a long-term vision and value across multiple teams up- and down-pyramid, driving change
• Ability to develop project plans and manage project execution
• Ability to work across a wide breadth of topics, focusing in on the things that matter vs getting overwhelmed by less important details
• Proficiency in Excel and PowerPoint

Nice To Haves

• Experience with store fulfillment and/or fulfillment operations at an omni-channel retailer is a plus
• Ability to collect data, establish facts, and draw sound conclusions (SQL skills, P&L analysis, experience modeling and forecasting are a plus)

Responsibilities

• Assess current fulfillment methods using data, customer feedback, and operational insights to identify pain points and opportunities for the customer and JWN
• Partner closely with Transportation, Supply Chain, and Operations to shape a banner-level fulfillment strategy that balances speed, reliability, package quality and quantity, and cost-efficiency, all in service of a better customer experience
• Translate strategy into a clear, sequenced roadmap, and drive execution by aligning cross-functional teams and managing trade-offs across cost, feasibility, and impact
• Partner with Transportation partners to improve last-mile delivery performance, reduce delays, and enhance tracking and delivery touchpoints for customers
• Monitor and analyze key performance indicators (e.g., customer satisfaction, NPS, ship speed, delivery accuracy) to assess progress and adjust plans as needed
• Support test-and-learn initiatives, pilots, and innovation opportunities across delivery models, service levels, and fulfillment nodes
• Build trusted relationships with Director, VP, and SVP-level stakeholders to align on vision, report progress, and drive cross-functional execution

Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources
• Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed