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Nordstrom

CARE Customer Experience Program Manager- Remote

Seattle, WA, United States

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Job details

Posting language: English
Posted: Nov 6, 2026

Original job description

Seattle, WA

Full time

R-894711

Job 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.

Preferred 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

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

Arizona: $81,500- $132,000 annually, California: $93,500- $155,000 annually, Colorado: $81,500- $132,000 annually, Florida: $81,500- $132,000 annually, Iowa: $81,500-$132,000 annually, New Jersey: $93,500- $155,000 annually, Texas: $81,500- $132,000 annually, Washington: $93,500- $155,000 annually

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

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. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ’s (https://careers.nordstrom.com/#/contact-us/faq) for relevant information and guidelines.

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Nordstrom keeps job postings open for at least one day after the posting date.

About Us

We’re a fast-moving fashion company that started as a shoe store in 1901. This heritage of service is the foundation we’re building on as we provide convenience and true connection for our customers. We empower our people to be innovative, creative and focused on providing the best service to our customers. Through it all, we remain committed to leaving the world better than we found it.

Whether you’re a genius engineer, a phenomenal salesperson or a supply chain pro, we invite you to bring your unique talents and join our team. We reward great work, promote from within and celebrate diversity.

CUSTOMER OBSESSEDWe strive to know our customers better than anyone else. We listen, anticipate, build trust and move with speed to deliver on their needs.

OWNERS AT HEARTWe treat every interaction as an opportunity to make an impact and deliver excellence.

CURIOUS AND EVER CHANGINGWe approach problems with curiosity and create solutions. We unlock potential to be bold, think big and inspire innovation.

HERE TO WINWe’re committed to delivering results, both today and tomorrow. We win as a team by supporting and challenging one another to be better every day.

WE EXTEND OURSELVESWe treat each other with respect and kindness. We do the small things that make a big difference. We create a welcoming environment, helping people feel connected, valued and part of one community.

Come on! Join us!

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