Job Description
Nordstrom has an opportunity available for a highly motivated, customer obsessed, and results oriented Program Manager, Sr. supporting our Reverse Supply Chain (RSC) team. Our RSC team plays a critical part within our Supply Chain that focuses on creating a Reverse network that achieves customer experience goals while delivering business fundamentals for managing a critical flow of inventory back into the Supply Chain or back to our Vendors. This individual will be focused on improving our customer returns experience and report directly to the Director, Reverse Supply Chain. As the PM Sr, you will be responsible to driving efficiencies and delivering customer experience program excellence at scale through digital returns that help customers LOOK THEIR BEST and FEEL GOOD. You will be at the forefront of our commitment to exceptional customer experiences through innovative solutions and seamless returns.
The ideal candidate will play an integral part in our customer digital returns experience by working on projects such as reducing return rates across the network, onboarding a 3rd party solution and aligning return reason codes to drive better actionable insights. The candidate needs to have a strong sense of ownership, pride, and accountability as a steward of the Nordstrom brand and are responsible for developing innovative ways to delight customers through early returns, alternative drop off locations and transparency through their return journey. It is a key strategic position which affords a truly unique perspective on delivering our high customer experience expectations.
This individual has a unique blend of strategic, analytic and collaboration skills with demonstrated experience in taking ideas from vision to execution; blending relationship management, program management, problem-solving skills, and the ability to drive to aligned outcomes. This role requires an individual to be comfortable working in a fast-paced environment, dealing with ambiguity, engaging stakeholders in a productive, positive way and setting the course for the business to help drive growth for Nordstrom. Program managers must expect change and embrace it. They have a strong sense of ownership, pride, and accountability as a steward of the Nordstrom brand and are responsible for end-to-end quality of what is deployed to our customers and our business.
A Day in the Life…
Collaborate broadly across the enterprise with cross-functional teams including operations, product, tech, merchants, sourcing, inventory, and many other partners to shape, design and implement future returns process, capabilities, and systems roadmap.
Define program vision in partnership with stakeholders, ensuring goals and success metrics are clearly defined and roles and responsibilities.
Develop a steering committee that provides guidance, recommendations, and program management with cross functional business teams using actionable insights that supports reducing returns.
Drives vision through pilot execution that measures customers delight through the returns experience.
Responsible for cross-functional management and execution of program activities including but not limited to the drafting project charters, tracking of all timelines/needs, and facilitating timely communication between Supply Chain and Store operations, technology, merchandising and inventory.
Effectively Partner and collaborate: Ability to develop strong collaborative relationships with SC & Store operations, technology, merchandising, IE and inventory to ensure relevant and successful delivery from ideation to execution. Act as liaison with teams and business stakeholders and leads to ensure process needs are being met.
Identification and escalation of issues: Identify and capture issues/risks and ensure appropriate information is captured to size the impact and determine next steps.
Insights & Analysis: Gather, interpret, and analyze data to inform decision making that supports reducing return rates.
Ensure all program and project milestones are being met and appropriately raise concerns where there is potential impact to the program and timelines.
Develop effective and repeatable methods for monitoring program progress that support improved customer returns satisfaction.
You own this if you...
4 year degree preferred in Supply Chain, Engineering or related field
5+ years of Program Management experience
Strong organizational, analytical, problem solving, change and project management skills.
Experience managing stakeholder relationships
Ability to track and maintain multiple projects and deliverables
Strong partnership and relationship development skills
Excellent presentation and verbal communication skills
Expert knowledge of program management principles
Proven ability to excel and lead by example in a fast paced and continuously evolving environment
Strong and effective written and verbal communication across a range of audiences
Ability to navigate through ambiguity
Ability to collect data, analyze, and summarize conclusions
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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
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.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
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