Credit & Payments – Top Customer Program Manager 2- Remote

Nordstrom • Centennial, CO

2d • Remote

About The Position

Nordstrom is able to offer remote employment of this position only in select states: AZ, CA, CO, IL, NV, NC, TX, UT and 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.

Benefits

• Medical/Vision
• Dental
• Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources
• 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed