Product Manager 2 - Customer Care Experience

Job Description

This role is offered as hybrid in Seattle, WA. Candidates must be available to work in office at the Nordstrom corporate headquarters a minimum of 4 days/week to be considered for this position.

The Product Manager 2 is a key member of the Nordstrom Product Management team, advancing the platforms and tools that power how Nordstrom serves its customers after the sale. Product Management at Nordstrom collaborates across the organization to drive innovative solutions that solve real problems, anticipate customer needs, and exceed their expectations to drive brand loyalty resulting in greater market share and improved financial performance. To accomplish this, product managers own customer and business outcomes — planning the product roadmap, prioritizing the applicable technology backlog, leading product discovery, and measuring and communicating results of the feature portfolio, all while ensuring stakeholder alignment.

As a Product Manager 2 within the Customer Care product team, you'll own the systems our care professionals use every day — our core customer service platform and our account servicing tools — and help shape how we measure and improve service quality. These capabilities support customers across Nordstrom.com, NordstromRack.com, our iOS and Android apps, and our stores. AI agents are part of both how we build products and how we serve customers, and you'll work fluently with both. You'll also partner closely with our fraud and risk teams where the service experience and loss prevention intersect.

A day in the life…

• Shape and communicate a clear product vision and strategy for your product areas within the customer care domain, aligned with company goals and business priorities and grounded in customer evidence, with minimal oversight
• Own core customer service platforms and servicing tools end to end — roadmap, intake and triage, enhancement requests, and stakeholder coordination — partnering directly with customers, care professionals, and operations leaders to identify opportunities and requirements
• Partner with Fraud and Risk to balance a frictionless experience for the overwhelming majority of customers against the cost of abuse
• Help define how service quality is measured and developed, including how performance data flows into reporting and coaching
• Prioritize the feature backlog and develop quarterly priorities and an annual roadmap, accounting for complexity, impact, and cohesion with organizational strategy, balancing long-term customer trust with near-term business impact
• Embed with the Engineering squad to drive development through day-to-day management of the backlog, agile ceremonies, and feature releases
• Pair deep customer insight with hands-on building — prototyping, analyzing data directly, and working with AI tooling to test ideas with customers and care professionals before committing engineering capacity
• Write requirements, user stories, and testable acceptance criteria, and verify what is built before it reaches customers, influencing within your domain
• Design measurement plans, run experiments with primary and guardrail metrics defined up front, and monitor key performance indicators — resolution time, repeat contact, and customer and agent satisfaction — to validate improvements and surface the next opportunity
• Partner with Engineering, Analytics, UX, Care Operations, and business stakeholders — including other product teams whose work lands in care tooling — to deliver the right capabilities at the right time
• Stay current with customer service industry trends, the competitive landscape, and emerging technologies, including applied AI and agentic tooling, to identify strategic opportunities and inform roadmap decisions
• Work with engineering and business to balance customer value and technical effort, complexity, and risk, with minimal support

You own this if you have…

• 3+ years of product management experience or equivalent, with measurable customer or business outcomes you owned; customer service, contact center, CRM, or agent-tooling experience preferred
• Bachelor's degree in Business, Math, Engineering, Computer Science, or equivalent experience
• Exposure to fraud and risk — particularly first-party fraud, returns and policy abuse, or the intersection of customer experience and loss prevention — preferred
• Familiarity with customer service platforms, case or conversation management systems, and agent desktop tooling, and with the service operations concepts underneath them — routing, queue and workload management, case lifecycle, escalation paths, and quality assurance practices; direct experience implementing or extending a commercial service platform a strong plus
• Exposure to AI-assisted service — virtual agents or agent assistance tooling — and a point of view on where automation improves the customer experience and where a human should stay in the loop
• Solid technical background and understanding of software development principles, including Agile development and cohort-based pilot testing; hands-on fluency with AI and agentic development tools a strong plus
• Proficient in data analysis and performance metrics, including customer-experience measurement; able to independently drive roadmap adjustments based on learnings, including when results contradict the original hypothesis
• Ability to build and maintain cross-functional relationships with teams across Analytics, Engineering, UX, Operations, and Business
• Strong verbal and written communication skills, including presenting to various levels within a matrixed organization
• Able to sit with care professionals, listen to customers, and turn what you see and hear into product decisions
• Strong critical thinking and problem-solving skills, including the discipline to verify AI-generated analysis and output before acting on it, with outstanding organizational and time management

Pay Range Details

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

Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

$121,500.00 - $188,500.00 Annual

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

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_16.pdf

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.

For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com (http://www.nordstrom.com/).

Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ’s (https://careers.nordstrom.com/#/contact-us/faq) for relevant information and guidelines.

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