Has ownership of the Care requirements for all project activities including concept, assessment, requirements drafting, design, development, communication, and implementation.
Serves in a consulting or subject matter expert capacity on enterprise-wide project teams to ensure enterprise-wide integration of reengineering efforts accomplish project activities and objectives.
Responsible for identification and tracking of frontline system enhancement opportunities. Partner with direct leader to develop future system strategy and implementation.
Demonstrates ability to articulate ROI for enhancement capabilities and system needs.
Assist in vetting of new potential tools and vendors to drive execution of long-term capability roadmaps.
Leads and owns all execution trade off decisions. Ensures that cross functional teams have identified detailed scenarios and use cases, all corresponding risks have been identified and evaluated and solutions are properly selected.
Leads cross functional teams ensuring that clear understanding of the key customer and frontline experience issues exists and that the solutions being implemented by active projects are aligned to the key drivers of the customer experience.
Is responsible to foster relationships to provide awareness of channel and customer needs with key organizations outside of Care; channels including, but not limited to, Product, Technology, Supply Chain, Transportation, Marketing, Retail Operations, Finance, Engineering, Retail, and Merchandise.
Develops and owns the comprehensive execution plans of customer experience improvements for every major business initiative that impacts the front line.
Accountable for completion of all project/initiative actions prior to launch, frontline support during launch, and follow up actions post launch for area of support.
Presents executive summaries to Senior level leaders within the corporate environment while also summarizing and presenting out the tactical details to the Care leaders.
Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence.
Proactively identifies potential issues as a departmental expert and collaborates with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency.
Produces high-quality project documentation with no assistance. Guides and mentors Analysts to produce the same high quality project documentation.
Documents lessons learned and ability to apply to subsequent projects.
Develops, Inspects, Maintains and Communicates frontline processes for supporting enterprise initiatives.
Opportunity to find proactive solution proposals to the business around key metrics impacts for the Care organization.
Basic Qualifications
Bachelor's Degree in Business Administration or related field of study, or equivalent years of work experience.
Experience using data and metrics to determine and drive improvements.
A systems thinker in program/project management, process improvement, and understanding both technical and non-technical infrastructure.
Demonstrated ability to assess and fix organizational program capabilities and potential points of vulnerability.
Preferred Qualifications
Master's degree, or MBA in business, operations, organizational development or related field
5+ years of experience in developing, implementing, training, and supporting new or existing strategic programs and processes.
Ability to build long term relationships and use work methods that facilitate positive partnerships with key business teams.
Ability to adapt to changing circumstances and achieve results efficiently and timely in a complex environment working with a variety of partners.
Experience handling multiple tasks and projects at a time, prioritize workload and tenacity in a multifaceted, complex environment.
An excellent teammate, also able to operate independently while prioritizing your own work and resources.
Strong business insight, analytical and organizational skills with a high degree of attention to detail.
Strong skills in Microsoft Office Suite and advanced level of knowledge of Excel.
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.
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_15_Full_Time_ES-US.pdf
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Information Technology
Industries
Retail
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