Product Manager 2, Customer Access Management - (Hybrid, Seattle, WA)

Job Description

We are looking for a Product Manager 2 to own and evolve the customer access management experience across Nordstrom’s digital properties. This role sits at the heart of our customer identity strategy—owning the sign-in and sign-up experiences that are the first touchpoint a customer has with Nordstrom’s digital ecosystem. You will drive the roadmap for authentication, passwordless experiences, and loyalty enrollment—work that directly impacts how millions of customers identify themselves, access their accounts, and engage with the Nordy Club.

As a member of the Nordstrom Product Management team, you will own the strategy, roadmap, and execution for our Customer Access Management (CAM) space. Your work spans authentication (sign-in, sign-up, passwordless/OTP), loyalty enrollment, and the integrated identity experiences that power the broader Nordstrom digital journey. You will partner closely with engineering, experience design (XD), the Loyalty team, and business stakeholders to deliver experiences that are seamless for customers and strategic for Nordstrom.

A Day in the Life…

Product Strategy and Vision – Define and drive a clear product vision for the CAM space, connecting near-term roadmap work to Nordstrom’s long-term identity strategy. Evangelize your vision with engineering, XD, Loyalty, and business leadership.

Customer Problem Framing – Ground your roadmap in a deep understanding of the customer. Lead with the customer problem—synthesizing research, data, and behavioral insights to define what we should build and why, not just what has been asked for.

Roadmap Development and Prioritization – Develop and maintain a multi-phase product roadmap that balances short-term delivery with long-term progress. Prioritize ruthlessly based on customer impact, business value, and technical feasibility.

Definition and Decomposition – Write complete user stories, acceptance criteria, and measurement plans. Drive backlog refinement and requirements development in close partnership with engineering, ensuring your squad is focused on work that delivers customer and business value.

Stakeholder Management and Influence – Navigate a broad, complex stakeholder landscape—including tech and product leadership, loyalty business, compliance, analytics, and XD. Build alignment across groups with competing priorities and drive decisions forward with conviction.

Hypothesis Testing and Measurement – Design experiment frameworks with clear KPIs, decisioning thresholds, and success criteria. Evangelize a test-and-learn mindset and use data to validate hypotheses and drive roadmap adjustments.

Collaborative Delivery – Drive progress against deliverables, proactively managing risks and dependencies. Partner with engineering on day-to-day backlog management, agile ceremonies, and launch planning to ensure outcomes are achieved.

Continuous Discovery – Stay close to the customer through research, behavioral data, and feedback loops. Monitor key performance metrics (auth rate, enrollment rate, conversion, sign-in/sign-up rates) and use insights to continuously refine your product approach.

You Own this if you Have...

• 3+ years of product management experience, with demonstrated ownership of authentication, account management, or customer identity products
• Proven ability to frame customer problems clearly—grounding product decisions in customer research, behavioral data, and insight rather than feature requests alone
• Experience developing and owning multi-phase product roadmaps, including prioritization across competing stakeholder needs and business objectives
• Strong stakeholder management skills with the ability to drive alignment across cross-functional groups—including engineering, design, business, compliance, and analytics—in a matrixed organization
• Demonstrated ability to write complete user stories, acceptance criteria, and measurement plans, and to partner effectively with engineering on backlog refinement and agile delivery
• Strong verbal and written communication skills, including the ability to present product strategy and trade-offs to senior leadership
• Proficient in data analysis and product performance metrics; comfortable designing experiment frameworks and using data to validate decisions
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field, or equivalent combination of education and experience

Preferred

• Experience in loyalty program products, customer identity platforms, or digital account creation and onboarding flows
• Familiarity with identity and access management concepts, including passwordless authentication, OTP, and single sign-on (SSO)