Manager - Asset Protection Operations Center - Seattle

Job Description

The Asset Protection Operations Center (APOC) Manager leads a team of investigators responsible for safeguarding Nordstrom’s people, assets, and profitability. This role oversees real-time monitoring of events that may pose risk to the company and ensures consistent execution of security protocols, including alarm response, emergency procedures, and overnight operational support. The APOC Manager also contributes to process improvements in emergency management and partners with key stakeholders across Asset Protection and Legal. Additionally, the team provides fraud detection, investigative support, and assistance with safety-related incidents, including coordination with the External Mobile Investigations program.

A day in the life…

• Hire, train, and retain a high-performing team that fosters trust and collaborates effectively across Nordstrom, including Stores, Supply Chain, Headquarters, Human Resources, Fraud, Risk, and Legal.
• Maintain regular communication with Asset Protection and cross-functional leaders, proactively gathering feedback to ensure the Operations Center aligns with evolving business needs.
• Partner with the Enterprise Business Resilience Team to integrate the Operations Center into Nordstrom’s crisis and emergency management framework; contribute to the development of process documentation and training on situational awareness and mass communication tools.
• Define clear roles and responsibilities for Operations Center personnel.
• Establish best practices for documenting and managing security incident investigations, including video review, accurate reporting, and coordination with HR and Legal.
• Respond to overnight emergencies by deploying resources, advising impacted employees, coordinating with emergency responders, and initiating evacuation procedures when necessary.
• Implement procedures to safeguard sensitive and confidential information with a high level of discretion.
• Oversee access control systems, including security cameras, burglar alarms, credential administration, and key/core hardware management.
• Coordinate repairs and upgrades to security hardware and software, working with internal teams and external vendors to guide projects to completion.
• Support initiatives that enhance physical security infrastructure and contribute to broader Asset Protection projects.
• Conduct regular audits of the physical environment to identify security risks and recommend improvements.
• Serve as a primary contact for security-related concerns and requests across all Nordstrom properties.
• Act as liaison to external security vendors and emergency response partners.
• Develop key performance indicators (KPIs) and reporting tools to measure and communicate the Operations Center’s performance and alignment with strategic objectives.
• Build leadership depth by identifying and developing high-potential team members, providing ongoing coaching and clear feedback.
• Foster effective communication between internal teams and external partners, including law enforcement and retail industry peers.
• Manage budgetary responsibilities for staffing, tools, and operational expenses.
• Serve as a centralized access and information node for Asset Protection, facilitating the flow of critical security intelligence, operational updates, and emergency communications across the enterprise. 
• Leverage data and incident trends to generate actionable insights and provide informed recommendations to senior decision-makers, ensuring strategies and resource allocation are evidence-based and aligned with business priorities.

CORE COMPETENCIES:

• Drives Vision: Provides clear explanations of the organization’s vision and purpose. Operates with a clear sense of purpose that gives meaning to everyday activities. Ensures clear connections between day-to[1]day actions and the organization’s overall vision.
• Communicates Effectively: Tailors communication content and style to the needs of others. Takes steps to ensure effective communication between individuals and teams. Urges people to speak freely and shows sufficient openness to differing viewpoints within and beyond the team.
• Has Courage: Addresses tough organizational issues and disagreements. Conveys difficult messages or feedback in a direct manner. Is able to push back and say "no" to others when necessary
• Develops People: Identifies and develops individuals as successors for the team. Emphasizes the importance of learning, urges others to build new skills, and provides opportunities for them to develop. Provides team members with valuable development activities and stretch assignments.
• Decision Quality: Fosters accountability by ensuring that people’s decisions comply with policies a