Senior Program Manager - Store Operations - Customer

Summary

The Senior Program Manager will lead enterprise‑critical transformation programs to improve store fulfillment and customer‑ready operations across Nordstrom stores. This role defines multi‑year roadmaps, translates operational problems into prioritized requirements, and drives scaled deployment and adoption across 400+ stores. The manager partners with Product, Technology, Store Operations, Supply Chain, and Digital to deliver measurable improvements in reliability, productivity, and cost efficiency.

• Own one or more end‑to‑end transformation program areas and define outcome metrics and trade‑offs.
• Translate operational realities into sequenced, multi‑year roadmaps and prioritized problem statements.
• Collaborate cross‑functionally with Product, Tech, Supply Chain, Transportation, and Store Operations to align roadmaps and deliver capabilities.
• Drive change management, training, and adoption to sustain outcomes in the field.
• Use data to prioritize work, measure impact, and validate outcomes pre- and post‑launch.
• Balance near‑term stabilization with long‑term capability building to improve customer and employee experiences.

• 5+ years of program management experience with demonstrated successful program delivery.
• 5+ years of related experience in omnichannel retail operations, store operations, supply chain, or last‑mile.
• Proven track record owning and delivering major programs and redesigning workflows across multiple sites.
• Data‑driven decision making with experience defining success metrics and partnering with analysts; SQL a plus.
• Proficiency with program and analytics tools (Excel, Jira, Confluence, Aha!, Tableau, Looker, Power BI) and experience with LEAN and change management.