Senior Program Manager - Store Operations - Order Capture & Release

Job Description

Are you obsessed with redefining the landscape of retail operations?  Do you want to be part of a company revolutionizing modern retailing?  Since 1901, Nordstrom has been committed to providing customers with the best possible service and experience in fashion.  We have a relentless drive to exceed customer expectations.  We continue to grow and evolve to remain the best in the eyes of our customers.  Our goal is to be the best fashion retailer in a digitally connected world.  Be a change leader at Nordstrom.  

Store Operations is building a strategic programs team to help lead the transformation of our Store Fulfillment operations across Order Capture & Release, End-to-End In-Store Execution, and elevating the Customer Experience at customer ready handoffs. This Senior Program Manager role will help shape the strategic and operational roadmap for Order Capture & Release, leading the creation, delivery, validation, and scaling of new business capabilities related to how orders progress through order management systems and release to stores for fulfillment. This role will report to the Manager of Sr Program Management and work across Product & Technology, Store Operations, Digital, Supply Chain, and Transportation teams to define solutions, align roadmaps, and deploy capabilities that deliver breakthrough improvements in on-time performance, productivity, cost-per-order, accuracy, rejects and cancels.

As a Sr Program Manager, you will own one or more enterprise-critical transformation program areas that redefine how store teams execute customer orders at scale. You will translate operational reality into a multi-year roadmap of capabilities that improve customer order reliability, simplify store work, reduce defects, and increase productivity - without increasing the cost to serve. This role operates at the intersection of strategy, product, tech, and operations, owning outcomes from problem definition through scaled deployment and sustained adoption across 400+ stores.

Initially, your primary focus will be on supporting the creation of a three-year roadmap across the program to transform store fulfillment operations through intuitive, system-guided technologies that reduce steps, decisions, and tools while enhancing team member experiences. In the next 2-3 years focus will shift from process and tool simplification to transformative automated and predicative capabilities that drive consistent customer outcomes, reduce defects, improve resiliency during peak periods, and materially improve the employee experience.

A day in the life… 

• Transformation Strategy: Own one major transformation program area end to end. Define and own outcome metrics and trade-offs (options and recommendations). Translate enterprise strategy into a sequenced, multiyear roadmap for their program area, aligned to the broader Customer Orders transformation. Balance near-term stabilization with long-term capability building, ensuring progress without destabilizing operations. Accountable for outcomes, not just deliverables (e.g., customer consistency, store ease of work, defect reduction, cost efficiency).

• Build and Scale New Capabilities: Owns problem statement/framing, not solution design, provides prioritization context and why, along with requirements. Converts operational pain points into clear, prioritized problem statements, success metrics, and parameters that pdm and tech can build against. Influence sequencing and prioritization using data-led reasons by illustrating store impact, risks, and/or enterprise value.

• Cross-Functional Collaboration: Leading highly cross functional programs across Product, Technology, Store Operations, Supply Chain, Transportation, and Digital teams. Earning credibility with both HQ partners and field leaders through clarity, follow through, and operational empathy. Driving alignment through insight and narrative, not escalation or formal authority. Navigating disagreement and ambiguity while keeping the program moving forward.
• Change Management: Lead the change journey, engaging and equipping frontline teams and leaders with the tools and training for successful adoption. Build a culture of agility, experimentation, and continuous improvement. 

You own this if you have…

• 5+ years of program management experience with demonstrated successful program delivery
• 5+ years related experience in omnichannel retail operations, store operations, supply chain, last-mile, or equivalent.
• Ability to collaborate with Product, Technology, UX, and Business partners to solve impactful problems across multiple initiatives, with an understanding of AI-driven solutions. Convert business realit