Senior Program Manager - Store Operations - Customer Ready - Seattle

Nordstrom•Seattle, WA

About The Position

Nordstrom is seeking a Senior Program Manager to join its Store Operations strategic programs team, focused on redefining retail operations and revolutionizing modern retailing. Since 1901, Nordstrom has been committed to providing exceptional customer service and experience, aiming to be the best fashion retailer in a digitally connected world. This role is pivotal in leading the transformation of Store Fulfillment operations, encompassing Order Capture & Release, End-to-End In-Store Execution, and enhancing the Customer Experience at customer-ready handoffs. The Senior Program Manager will shape the strategic and operational roadmap for the 'Customer Ready' program, driving the creation, delivery, validation, and scaling of new business capabilities. These capabilities are aimed at improving product and presentation standards for store-fulfilled items, thereby increasing customer confidence and trust. Reporting to the Manager of Sr Program Management, this individual will collaborate extensively with Product & Technology, Store Operations, Digital, Supply Chain, and Transportation teams. The goal is to define solutions, align roadmaps, and deploy capabilities that significantly improve on-time performance, productivity, cost-per-order, accuracy, and reduce rejects and cancels. The role involves owning enterprise-critical transformation program areas, translating operational realities into a multi-year roadmap to enhance customer order reliability, simplify store work, reduce defects, and boost productivity without increasing service costs. Operating at the intersection of strategy, product, tech, and operations, the Senior Program Manager is accountable for outcomes from problem definition through scaled deployment and sustained adoption across over 400 stores. Initially, the focus will be on developing a three-year roadmap to transform store fulfillment through intuitive, system-guided technologies that streamline processes and improve team member experiences. Over the next 2-3 years, the focus will shift towards transformative automated and predictive capabilities to ensure consistent customer outcomes, reduce defects, improve resiliency during peak periods, and enhance the employee experience.

Requirements

5+ years of program management experience with demonstrated successful program delivery
5+ years 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 owning and delivering a major program or workstream.
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.
Data-driven decision making and measurement rigor with ability to define success metrics tied to CX, store experience, and operational economics for their program area.
Use data to size opportunities, prioritize roadmap items, and validate impact pre and postlaunch.
Partner with analysts and data teams to ensure instrumentation exists to detect variance, risk to promise, and adoption gaps.
Proven ability to break 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.
The ability to lead complex initiatives where operations, systems, and people intersect, and where no single function owns the full solution.
Strong desire for continuous process improvement, experience with LEAN principles, and a passion for driving efficiency with demonstrated examples of leveraging AI.

Nice To Haves

SQL experience

Responsibilities

Own one major transformation program area end to end.
Define and own outcome metrics and trade-offs (options and recommendations).
Translate enterprise strategy into a sequenced, multiyear roadmap for their program area, aligned to the broader Customer Orders transformation.
Balance near-term stabilization with long-term capability building, ensuring progress without destabilizing operations.
Be accountable for outcomes, not just deliverables (e.g., customer consistency, store ease of work, defect reduction, cost efficiency).
Own problem statement/framing, not solution design, provides prioritization context and why, along with requirements.
Convert operational pain points into clear, prioritized problem statements, success metrics, and parameters that pdm and tech can build against.
Influence sequencing and prioritization using data-led reasons by illustrating store impact, risks, and/or enterprise value.
Lead highly cross functional programs across Product, Technology, Store Operations, Supply Chain, Transportation, and Digital teams.
Earn credibility with both HQ partners and field leaders through clarity, follow through, and operational empathy.
Drive alignment through insight and narrative, not escalation or formal authority.
Navigate disagreement and ambiguity while keeping the program moving forward.
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.