Senior Manager Program Management - Store Operations Fulfillment + Delivery Transform - Seattle

Nordstrom•Seattle, WA

About The Position

Are you obsessed with redefining the landscape of retail operations? Do you want to be part of a company revolutionizing modern retailing? Since 1901, Nordstrom has been committed to providing customers with the best possible service and experience in fashion. We have a relentless drive to exceed customer expectations. We continue to grow and evolve to remain the best in the eyes of our customers. Our goal is to be the best fashion retailer in a digitally connected world. Be a change leader at Nordstrom. Nordstrom is seeking a Sr Manager of Program Management to help lead a transformation of our Store Fulfillment operations. This leadership role owns the creation, delivery, validation, and scaling of new business capabilities that will enhance end-to-end fulfillment performance. This role also serves as a strategic partner to Product & Technology, Store Operations, Digital, Supply Chain, Transportation, and others to define solutions, align roadmaps, and deploy deliverables that deliver breakthrough improvements in on-time performance, productivity, cost-per-order, accuracy, rejects and cancels. As the Sr Manager of Program Management, you will oversee a team of senior leaders and guide them in turning operational realities into actionable product requirements and capabilities that will enable store teams to execute every order with speed, quality, and reliability through streamlined processes and intelligent systems that drive exceptional customer satisfaction and operational efficiency. This role owns the integrated portfolio strategy, governance, prioritization, operating cadence, and coaching/development of the team—ensuring programs deliver measurable impact and land with durable adoption by developing training materials to support enablement across ~400 store locations. Additionally, you will lead and mentor your team, cultivating a culture of innovation, continuous improvement, and operational excellence. Initially, your primary focus will be on designing a three-year roadmap to transform store fulfillment operations through intuitive, system-guided technologies that reduce steps, decisions, and tools while enhancing team member experiences. In this leadership role, you will develop a portfolio of capability workstreams, shape roadmaps with product and technology partners, leverage AI and advanced technologies to drive program performance, and collaborate across partner teams to align strategies. In the next 2-3 years focus will shift from process and tool simplification to transformative automated and predicative capabilities that drive consistent customer outcomes, reduce defects, improve resiliency during peak periods, and materially improve the employee experience.

Requirements

9+ years of related experience in omnichannel retail operations, store operations, supply chain, last-mile, or equivalent
Ability to collaborate with Product, Technology, UX, and Business partners to solve impactful problems across multiple initiatives, with an understanding of AI-driven solutions.
Convert business realities into actionable requirements that engineering teams can build against, ensuring solutions deliver measurable store impact.
Proven track record delivering large-scale transformation programs.
Experience re-designing workflows across multiple sites in a retail, supply chain, or consumer-facing environment to improve the employee experience while rooted in a strong understanding of retail operating models, omnichannel strategies, or store and supply chain operations.
Experience leading modernization involving: AI-driven decisioning / exception prediction, agentic workflows or automation with human-in-the-loop controls, RFID or inventory confidence programs, or event-driven workflow orchestration and operational telemetry
Proven ability to lead cross functional programmatic and field teams in breaking down complex problems, identify root causes, and develop data-driven solutions aligned with business goals.
Able to deliver scalable solutions that offer near term value while engaging Product and Technology teams to design durable long-term solutions.
Knowledge of omnichannel, retail, and supply chain trends and strategies, while looking both inside and out of industry for opportunities to deliver new experiences.
Strategic agility to accurately anticipate future trends and consequences; able to envision and articulate possibilities and develop breakthrough strategies and tactical plans.
Strong desire for continuous process improvement, experience with LEAN principles, and a passion for driving efficiency with demonstrated examples of leveraging AI.
Strong analytical capability in defining metrics, data measurements, and reporting needs to inform compelling business cases tied to outcomes.
Strong leadership abilities with a track record of developing organizational talent.
Your toolkit includes proficiency in project management, program planning, analytics, and reporting tools (Excel, Jira, Confluence, Aha!, Tableau, Looker, Power BI, etc.); SQL experience a plus

Responsibilities

Transformation Strategy: Develop and articulate a clear transformation roadmap aligned with enterprise goals and fulfillment strategy. Create, own and drive program metrics and inform stakeholders how the KPIs contribute to the performance of the team, program, and company. Identify and prioritize initiatives across stores, digital channels, merchandising, supply chain, and customer experience.
Build and Scale New Capabilities: Lead end-to-end capability delivery with Product and Technology teams from strategy and roadmap alignment through requirements, UAT/pilots, rollout, and scaled deployment. Collaborate with Product and Technology teams to deploy enabling technologies to transform operations and deliver orchestration capabilities for operations leaders in stores. Champion data-driven decision making and performance management frameworks.
Automation & Modernization: Lead efforts to reduce disparate store tools in a single cohesive experience. Design and implement role-based guided workflows that reduce manual decisions and provide “in-workflow” support with SOPs and contextual guidance. Identify and pilot high-value use cases for AI-based exception prediction, next best action guidance, issue triage, and visualizations to identify and resolve bottlenecks.
Cross-Functional Collaboration: Serve as the strategic lead for the store-fulfillment transformation team with Product & Technology, Store Operations, Digital, Supply Chain, and Transportation partners. Work closely with the National Director and performance program team to stabilize friction points to deliver in year value, while designing and building solutions for tomorrow.
Change Management: Lead the change journey, engaging and equipping frontline teams and leaders with the tools and training for successful adoption. Build a culture of agility, experimentation, and continuous improvement.