Senior Project Manager - Care Customer Experience, Systems - Remote

Job Description

As Senior Project Manager – Care Customer Experience,Systems, you will lead projects focused on optimizing the technology and tools used by our customer support agents. Your work will drive efficiency, reduce friction in agent workflows, and enhance system usability to improve overall service quality. You’ll collaborate with internal stakeholders across Care, Product, Technology, and the rest of the enterprise to ensure that agent-facing systems are aligned with business goals and support seamless operations.

A day in the life… 

Agent System Optimization & Project Leadership

• Own the strategic roadmap for agent systems enhancements, ensuring alignment with operational needs.
• Identify pain points in agent workflows and prioritize process and system improvements to boost efficiency.
• Partner with engineers and product managers to optimize system interfaces for ease of use and minimal friction.
• Oversee system updates, ensuring smooth implementation with minimal disruption to frontline teams.

Technology Investment & Process Improvement

• Evaluate new tools and enhancements that improve agent productivity and streamline customer interactions.
• Develop business cases for system upgrades, balancing operational efficiency with investment ROI.
• Work with Technology teams to ensure that systems are scalable, reliable, and equipped for future innovations.
• Lead decision-making on trade-offs between automation, integration, and agent experience optimization.

Stakeholder & Cross-Functional Collaboration

• Act as a liaison between Care Operations, Product, and Technology teams to align agent system requirements.
• Lead cross-functional discussions, ensuring solutions address real-world agent challenges.
• Present executive summaries for senior leaders, highlighting system enhancements and anticipated impact on performance KPIs.
• Provide ongoing support for system rollouts, ensuring frontline agents have the necessary training and documentation.

Data-Driven Insights & Continuous Improvement

• Leverage agent feedback and system usage data to refine tool functionality.
• Analyze efficiency metrics (e.g., resolution speed, system responsiveness, agent productivity) to track improvement trends.
• Guide analysts in producing high-quality documentation for new tools, ensuring ease of adoption.
• Document lessons learned, applying insights to continuously enhance system usability and operational effectiveness.

Qualifications:

• Education: Bachelor's degree in Business, CX, Technology, or related field (Master’s preferred).
• Experience: 5+ years of project management in agent-facing systems, preferably within customer care operations. Background in UX Design is a plus.
• Skills:
  • Proven ability to optimize agent tools and workflows.
  • Expertise in project management tools (Jira, Asana, Workday, ServiceNow).
  • Strong analytical skills with a data-driven approach to system enhancements.
  • Exceptional stakeholder management and cross-functional collaboration.
  • Ability to translate complex technical needs into clear, actionable solutions.

Nordstrom is able to offer remote employment of this position in all US States except AR, MS, MT, ND, SD, VT, WV and WY #LI Remote

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. 

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