[Hiring] Customer Experience Program Manager @Nordstrom

Role Description

A Program Manager 2 is a key member of the CARE Customer Experience (CCX) Enablement + Transformation team responsible for leading the change-management and deployment strategies that bring the CARE Service Model to life. The role ensures that leaders, teams, and business partners are prepared to adopt new capabilities, processes, technologies, and ways of working.

The Program Manager 2 builds scalable change-management practices, readiness frameworks, and deployment approaches that support CARE transformation initiatives. Working across CARE Operations, Customer Experience, Product, Technology, Analytics, Training, Communications, and enterprise partners, the role drives readiness, adoption, and sustainment to achieve lasting business and customer outcomes. This position serves as CARE's change-management and deployment lead, helping translate strategic priorities into successful organizational adoption and measurable results.

Key Responsibilities

• Own and evolve CARE's change-management capability, including frameworks, standards, tools, templates, governance, deployment playbooks, and best practices.
• Design deployment strategies for the CARE Service Model and major transformation initiatives, translating strategic priorities into actionable implementation, readiness, adoption, and sustainment plans.
• Partner with business leaders to assess organizational impacts, identify readiness needs, and develop deployment approaches that support successful adoption.
• Establish deployment governance, readiness reviews, decision points, and accountability structures that improve execution consistency across CARE.
• Maintain a portfolio view of organizational change across CARE, including dependencies, audience impacts, deployment timing, change saturation, and risk.
• Lead change-impact assessments and readiness planning across people, process, technology, knowledge, and ways of working.
• Develop and execute communication, engagement, learning, sponsor, and leadership enablement strategies that prepare teams for change and reinforce adoption.
• Define and measure readiness, adoption, deployment effectiveness, and business outcomes, using insights to improve future deployments.
• Monitor deployment health and lead stabilization and sustainment activities to ensure changes are embedded into day-to-day operations.
• Coach leaders, program teams, and business partners on change-management practices and help build organizational change capability across CARE.
• Facilitate cross-functional working sessions, governance forums, and decision discussions that remove barriers and maintain forward progress.
• Produce executive-ready reporting, recommendations, and decision support materials that provide visibility into change impacts, readiness, risks, progress, and business outcomes.
• Influence leaders, initiative owners, and enterprise partners without direct authority to drive alignment and shared accountability for successful adoption.

Success Measures

• CARE Service Model initiatives deliver intended customer, employee, operational, and business outcomes while maintaining operational stability.
• Readiness and adoption data are actively used to improve deployment outcomes and decision-making.
• CARE establishes a scalable and repeatable change-management and deployment capability that is consistently used across transformation initiatives.
• Leaders and teams understand what is changing, why it matters, and what is expected of them.
• New capabilities, processes, technologies, and ways of working are successfully adopted and sustained.

Qualifications

• 3-5+ years of program management, organizational change management, customer experience, or equivalent experience.
• Bachelor’s degree in a related field or equivalent experience preferred; relevant organizational change management or program management certification is a plus.
• AI-fluency with the ability to assess organizational impacts and develop readiness, adoption, and change-management strategies that support successful implementation.
• Proven project management and oversight capabilities.
• Demonstrated problem solving, negotiation and facilitation skills.
• Ability to work effectively in a fast moving, multi-project team environment.
• Proficient in Microsoft applications (PowerPoint, Excel, Word, Visio, SharePoint).
• Superior verbal and precise written communication skills.

Benefits

• Medical/Vision, Dental, Retirement and Paid Time Away.
• Life Insurance and Disability.
• Merchandise Discount and EAP Resources.
• This position may be eligible for performance-based incentives/bonuses.
• Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more.
• Eligibility requirements may apply based on location, job level, classification, and length of employment.