Senior Product Manager , Customer Identity - HYBRID

Position: Senior Product Manager 2, Customer Identity - HYBRID
Job Description

We're looking for a Senior Product Manager 2 to lead the strategy and execution of Customer Identity s role sits at the intersection of digital sign-in/sign-up, omnichannel authentication, and identity-adjacent fraud prevention - owning the capabilities that power how we recognize, authenticate, and serve customers across every digital and physical touchpoint.

This is a high-impact, highly visible role that requires both strategic depth and execution precision. You will define the multi-year vision for customer identity, drive alignment across a complex stakeholder landscape, and lead delivery of identity capabilities that directly enable Nordstrom's broader omnichannel ambitions. You'll operate with a high degree of autonomy, while collaborating closely with your manager and cross-functional partners to shape organizational direction.

A Day in the Life…

* Define and evolve a multi-year product vision for customer identity, spanning digital sign-in/sign-up, omnichannel authentication, and identity fraud - ensuring alignment with Nordstrom's strategic goals and a clear connection between near-term delivery and long-term ambition

* Own the strategy for how Nordstrom recognizes and authenticates customers across every channel - web, mobile, and in-store - driving earlier identification, seamless sign-in experiences, and connected omnichannel touchpoints that enable personalized shopping journeys

* Lead discovery and requirements definition for authentication initiatives, translating complex technical and organizational constraints into clear product requirements and phased roadmaps

* Frame organization-wide tradeoff decisions with conviction, providing leaders with informed recommendations on build vs. buy, investment sequencing, and feature prioritization - driving alignment and utilizing escalation where required

* Own the identity fraud strategy, serving as the product leader for protecting the authentication ecosystem and maintaining account integrity, balancing fraud protection with a frictionless customer experience

* Lead customer and market research to develop deep understanding of authentication preferences, friction points, competitive positioning, and emerging trends - incorporating findings directly into roadmap decisions

* Break down roadmaps into releasable features and own prioritization and sequencing; write complete user stories and acceptance criteria within your domain and influence across domains including checkout, loyalty platform, mobile app, and store systems

* Design testing, measurement, and telemetry to validate hypotheses and produce learnings; evangelize a "test and learn" mentality and independently drive roadmap adjustments based on results

* Engage cross-functionally to ensure incidents are appropriately triaged, communicated, and resolved; serve as a thought partner to business and security leadership on identity and fraud strategy

* Orchestrate comprehensive planning sessions across dependencies, ensuring alignment on scope, deliverables, and success criteria across a complex stakeholder landscape including Credit, Loyalty, Fraud Prevention, Store Operations, UX, and Engineering

You Own This If You Have…

* 9+ years of product management experience with demonstrated progression of scope and impact

* Deep expertise in identity, authentication, or adjacent domains, with a strong understanding of how secure, frictionless sign-in and sign-up experiences drive customer and business outcomes

* Proven track record delivering complex, multi-phase technical products requiring extensive cross-functional coordination

* Experience in retail, fintech, or consumer-facing technology where customer trust and experience are paramount

* Sufficient technical knowledge to collaborate with engineering on identity architecture, authentication protocols, and API integrations, and to promote extensible product design and agile delivery

* Demonstrated ability to craft multi-year product visions with multiphase strategies that have clear direction and deliberate omissions

* Strong analytical skills to design measurement plans, interpret data, and make evidence-based recommendations on…