Credit & Payments – Top Customer Program Manager 2- Hybrid Seattle, WA

Nordstrom•Seattle, WA

2d•Hybrid

About The Position

This role is Hybrid in Seattle, WA We are looking for a versatile, customer obsessed Program Manager to help drive the long-term strategy and operational foundation behind Nordstrom’s Top Customer experience and Credit & Payments support model. You’ll be a true utility player—bringing structure to complex ideas, driving execution across teams, and helping improve the processes and experiences that matter most to customers.

Requirements

3-5+ years in program management and/or project management.
3-5+ years in customer experience/operations roles with cross‑functional scope.
Previous exposure to project management practices, including managing multiple workstreams, coordinating across teams, & leading change-focused initiatives.
Strong communication skills – able to translate operational details into clear, audience‑appropriate updates and narratives.
Comfort with ambiguity and change; willingness to try new approaches and pivot when needed.
Passion for delivering exceptional customer experiences; bias for removing friction and elevating service.
Passion for customer experience, service design, and efforts that elevate high-touch customer support.

Nice To Haves

Experience with service escalations, loyalty or credit products, or high‑touch retail/hospitality environments.
Background in process improvement, workflow documentation, and project management practices.

Responsibilities

Program Execution & Enablement Influence strategy and turn into clear plans, milestones, and deliverables; organize and track work across multiple teams.
Customer Experience Advocacy Use feedback, complaints, and experience data to surface pain points and opportunities; advocate for solutions that reflect a premium service standard.
Process & Operational Improvement Map and refine workflows that support escalations, handoffs, and high‑touch service; recommend changes that increase clarity, efficiency, and outcomes.
Lead Cross‑Functional Collaboration Align partners across product, operations, stores, loyalty, and customer care; communicate progress, risks, and dependencies with clarity.
Increase revenue via high ticket sales + stylist support enablement.
Drive cost savings through efficiency and automation.
Reduced friction in customer/seller journeys and internal workflows.
Measurable improvements in service outcomes and partner alignment.
Identify and mitigate high-impact risks before they materialize.
Design & execute operational optimization & efficiency.
Ensure clear alignment on scope, timelines, and success criteria across teams.
Identify new opportunities or levers that drive meaningful business value.