Program Manager 2 – Supply Chain Routing & Customer Experience (Hybrid - Seattle, WA)
About the position At Nordstrom, our Supply Chain teams play a critical role in delivering exceptional customer experiences across every channel. We’re looking for a Program Manager 2 – Supply Chain Routing & Customer Experience to own the development, deployment, and continuous optimization of routing and customer experience capabilities across our omni‑channel supply chain network. In this role, you’ll be responsible for driving the end‑to-end delivery of tools, processes, and system enhancements that improve how orders are planned, fulfilled, and routed to customers — balancing speed, service, cost, and operational efficiency. You’ll partner closely with Product, Engineering, Operations, and Business teams to translate customer and operational needs into scalable solutions and ensure successful adoption across the network. This is a highly cross‑functional role that requires strong program execution, operational understanding, and data‑informed decision‑making. Success in this role requires comfort operating in ambiguity, aligning stakeholders on trade‑offs, and consistently delivering measurable outcomes in a fast‑paced environment. This role is offered as hybrid in Seattle, WA. Candidates must be available to work in office at the Nordstrom corporate headquarters a minimum of 4 days/week to be considered for this position.
Responsibilities
- Own the delivery and ongoing improvement of routing and fulfillment capabilities that directly impact customer experience and operational performance
- Lead end‑to‑end programs from problem definition through deployment, stabilization, and ongoing optimization
- Translate business and operational needs into clear requirements, roadmaps, and execution plans
- Partner closely with Product and Engineering teams in an agile environment to design, build, test, and launch solutions
- Develop and maintain processes, metrics, and performance frameworks to measure service, speed, cost, and quality
- Use SQL and self‑service data analysis to evaluate trends, validate assumptions, identify root causes, and prioritize opportunities
- Communicate performance insights, trade‑offs, risks, and recommendations across cross‑functional stakeholders
- Coordinate dependencies, manage risks, and ensure alignment across multiple teams and initiatives
- Drive adoption and change management for new tools, processes, and routing capabilities
- Continuously identify opportunities to streamline operations and enhance the customer experience
Requirements
- Bachelor’s degree in STEM, Business, Supply Chain, or a related field
- 5+ years of experience in program management, product operations, or supply chain/logistics roles
- Experience owning delivery of cross‑functional initiatives involving Product and Engineering teams
- Experience working directly with technical teams in an agile software development environment
- Familiarity with SQL and comfort performing self‑service analysis to inform decisions and validate assumptions
- Strong analytical and quantitative skills, with the ability to use data and metrics to support trade‑offs and recommendations
- Knowledge of supply chain, last‑mile transportation, and/or parcel shipping operations
- Demonstrated ability to operate effectively in ambiguous environments and independently define problems and solutions
- Strong stakeholder management skills and the ability to influence without authority
- Ability to manage multiple priorities and drive execution in a fast‑paced, dynamic environment
- Excellent verbal and written communication skills, including the ability to clearly explain complex concepts
- Strong business acumen with a focus on measurable outcomes and operational impact
- Collaborative, engaging, and energized by solving complex problems
Benefits
- Medical/Vision, Dental
- Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
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