CARE Customer Experience Program Manager- Remote

Nordstrom is hiring a CARE Customer Experience Program Manager to lead change-management and deployment strategies for the CARE Service Model and transformation initiatives. The role builds scalable readiness and adoption practices, coordinates cross-functional partners, and helps sustain changes that deliver business and customer outcomes.

Responsibilities:

• Own and evolve CARE's change-management capability, including frameworks, standards, tools, templates, governance, deployment playbooks, and best practices
• Design deployment strategies for the CARE Service Model and major transformation initiatives, translating strategic priorities into actionable implementation, readiness, adoption, and sustainment plans
• Partner with business leaders to assess organizational impacts, identify readiness needs, and develop deployment approaches that support successful adoption
• Establish deployment governance, readiness reviews, decision points, and accountability structures that improve execution consistency across CARE
• Maintain a portfolio view of organizational change across CARE, including dependencies, audience impacts, deployment timing, change saturation, and risk
• Lead change-impact assessments and readiness planning across people, process, technology, knowledge, and ways of working
• Develop and execute communication, engagement, learning, sponsor, and leadership enablement strategies that prepare teams for change and reinforce adoption
• Define and measure readiness, adoption, deployment effectiveness, and business outcomes, using insights to improve future deployments
• Monitor deployment health and lead stabilization and sustainment activities to ensure changes are embedded into day-to-day operations
• Coach leaders, program teams, and business partners on change-management practices and help build organizational change capability across CARE
• Facilitate cross-functional working sessions, governance forums, and decision discussions that remove barriers and maintain forward progress
• Produce executive-ready reporting, recommendations, and decision support materials that provide visibility into change impacts, readiness, risks, progress, and business outcomes
• Influence leaders, initiative owners, and enterprise partners without direct authority to drive alignment and shared accountability for successful adoption

Requirements:

• 3-5+ years of program management, organizational change management, customer experience, or equivalent experience
• Bachelor's degree in a related field or equivalent experience preferred
• relevant organizational change management or program management certification is a plus
• AI-fluency with the ability to assess organizational impacts and develop readiness, adoption, and change-management strategies that support successful implementation
• Proven project management and oversight capabilities
• Demonstrated problem solving, negotiation and facilitation skills
• Ability to work effectively in a fast moving, multi-project team environment
• Proficient in Microsoft applications (PowerPoint, Excel, Word, Visio, SharePoint)
• Superior verbal and precise written communication skills