Manager Program Manager - Vendor Operations- Remote

Job Description

Discover it Here.

At the intersection of technology, fashion and design, we value employees who have great insights to fashion, customer service, and e-commerce, act fast, think creatively and embody our customer-first mentality. Our fast-paced, dynamic culture attracts creative, passionate individuals with a determined, can-do attitude and entrepreneurial spirit.

Responsibilities

As a Manager of Program Management for Vendor Operations, you will be responsible for delivering world class service experiences by managing outsourced vendor partner (BPO) relationships and driving operational excellence and compliance within the contact center. You will collaborate with external partners to implement programs and engrain the Nordstrom culture, while collaborating with internal Nordstrom partners to positively impact the customer experience.

You need to have successfully demonstrated strong leadership with medium to large, multi-site contact center teams and have the proven ability drive relationships. You must be able to manage workloads and labor against a planned budget and make data-driven decisions.

This role requires you to assist with strategic planning, anticipate business needs, and drive improvements. You will provide leadership support to direct reports. Flexibility and openness to take on additional tasks and responsibilities will lead to success in this role.

A day in the life…

• Ensures vendor partners consistently deliver operational excellence, flexible capacity, and compliance, in accordance with contracts
• Defines vendor and site strategy in partnership with the Sr. Director of Customer CARE and Workforce Management, ensuring alignment to business strategies, considering labor and cost models, risk, and market trends
• Assists with RFPs and pricing/contract negotiations
• Negotiates and delivers favorable outcomes with vendor partners, identifying opportunities to create additional value
• Presents status updates, conducts business performance reviews and risk/mitigation strategies
• Assures vendor partners are in alignment with staffing requirements and are keeping with set budgets
• Builds and manages strong relationships with vendor partners and stakeholders across the organization
• Align with CARE Operations Managers on best practices for processes, procedures, communications, and trainings
• Effective support and deliver all aspects of customer service operations with a high level of customer obsession
• Leads, supports, and develops direct reports
• Identifies issues/changes and independently drives solutions

Required Knowledge, Skills, and Abilities:

• Vendor Management Expert – Experience overseeing multi-site third-party vendor contact center operations and optimizing outsourced recruitment efforts.
• Data-Driven & Results-Oriented – Strong analytical skills to track performance metrics and implement scalable improvements.
• Operational & Process-Focused – Skilled in designing quality control processes, incentive models, and reporting frameworks.
• Collaborative Leader – Able to work cross-functionally to ensure alignment between vendors, program ops, and marketing.
• Problem-Solver & Innovator – Passionate about improving efficiency, automating workflows, and enhancing conversion rates.

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. 

© 2022 Nordstrom, Inc  

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

California: $103,500- $175,000 annually, Colorado: $90,000- $150,000 annually, Nevada: $90,000- $150,000 annually, Washington: $103,500- $175,000 annually

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_17-19.pdf

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