Senior Product Manager 2, Customer Identity - HYBRID

Nordstrom•Seattle, WA

1d•$166,000 - $258,000•Hybrid

About The Position

We’re looking for a Senior Product Manager 2 to lead the strategy and execution of Customer Identity at Nordstrom. This role sits at the intersection of digital sign-in/sign-up, omnichannel authentication, and identity-adjacent fraud prevention — owning the capabilities that power how we recognize, authenticate, and serve customers across every digital and physical touchpoint. This is a high-impact, highly visible role that requires both strategic depth and execution precision. You will define the multi-year vision for customer identity, drive alignment across a complex stakeholder landscape, and lead delivery of identity capabilities that directly enable Nordstrom’s broader omnichannel ambitions. You’ll operate with a high degree of autonomy, while collaborating closely with your manager and cross-functional partners to shape organizational direction.

Requirements

9+ years of product management experience with demonstrated progression of scope and impact
Deep expertise in identity, authentication, or adjacent domains, with a strong understanding of how secure, frictionless sign-in and sign-up experiences drive customer and business outcomes
Proven track record delivering complex, multi-phase technical products requiring extensive cross-functional coordination
Experience in retail, fintech, or consumer-facing technology where customer trust and experience are paramount
Sufficient technical knowledge to collaborate with engineering on identity architecture, authentication protocols, and API integrations, and to promote extensible product design and agile delivery
Demonstrated ability to craft multi-year product visions with multiphase strategies that have clear direction and deliberate omissions
Strong analytical skills to design measurement plans, interpret data, and make evidence-based recommendations on adoption, fraud risk, and ROI
Exceptional stakeholder management skills with the ability to drive alignment across business units, technology, UX, operations, and senior leadership
Strong written and verbal communication skills — able to develop compelling collateral to introduce, contextualize, and evangelize complex identity products to audiences at all levels
Deep commitment to understanding customer needs, particularly balancing frictionless experiences with privacy and security concerns

Nice To Haves

Familiarity with privacy regulations (GDPR, CCPA) and privacy-first design principles
Knowledge of loyalty programs, payment card networks, or financial services regulations as they relate to account and identity management
Experience with omnichannel retail environments including in-store technology integrations

Responsibilities

Define and evolve a multi-year product vision for customer identity, spanning digital sign-in/sign-up, omnichannel authentication, and identity fraud — ensuring alignment with Nordstrom’s strategic goals and a clear connection between near-term delivery and long-term ambition
Own the strategy for how Nordstrom recognizes and authenticates customers across every channel — web, mobile, and in-store — driving earlier identification, seamless sign-in experiences, and connected omnichannel touchpoints that enable personalized shopping journeys
Lead discovery and requirements definition for authentication initiatives, translating complex technical and organizational constraints into clear product requirements and phased roadmaps
Frame organization-wide tradeoff decisions with conviction, providing leaders with informed recommendations on build vs. buy, investment sequencing, and feature prioritization — driving alignment and utilizing escalation where required
Own the identity fraud strategy, serving as the product leader for protecting the authentication ecosystem and maintaining account integrity, balancing fraud protection with a frictionless customer experience
Lead customer and market research to develop deep understanding of authentication preferences, friction points, competitive positioning, and emerging trends — incorporating findings directly into roadmap decisions
Break down roadmaps into releasable features and own prioritization and sequencing; write complete user stories and acceptance criteria within your domain and influence across domains including checkout, loyalty platform, mobile app, and store systems
Design testing, measurement, and telemetry to validate hypotheses and produce learnings; evangelize a “test and learn” mentality and independently drive roadmap adjustments based on results
Engage cross-functionally to ensure incidents are appropriately triaged, communicated, and resolved; serve as a thought partner to business and security leadership on identity and fraud strategy
Orchestrate comprehensive planning sessions across dependencies, ensuring alignment on scope, deliverables, and success criteria across a complex stakeholder landscape including Credit, Loyalty, Fraud Prevention, Store Operations, UX, and Engineering