Customer Experience Coach | Service Team Lead

Nordstrom; Rockville (MD); On-site; USD 26,000 - 41,000; Full time

Benefits offered by this job

Medical/Vision/Dental

Retirement

Paid Time Away

Life Insurance

Disability Insurance

Merchandise Discount

EAP Resources

Job summary

Nordstrom is seeking an Assistant Service Experience Manager in the United States to lead and coach a team focused on delivering outstanding customer experiences. The role supports adoption of new behaviors, partners with merchandising and store teams, and helps manage budgets for operational efficiency.

The position emphasizes ownership, strong communication, and the ability to prioritize in a fast-paced retail environment, with a focus on security and process compliance.

Qualifications

• Proven track record of delivering results and achieving goals.
• Strong organizational, delegation, and follow-through skills.
• Clear and effective written and verbal communication with strong interpersonal abilities.
• Ability to prioritise multiple tasks in a fast-paced environment.
• Proficiency with multiple operating systems: Windows, iOS and Android.

Responsibilities

• Demonstrate ownership of disciplines and process adoption with technology and innovation to enhance the customer experience.
• Assist the Service Experience Manager in coaching an interactive team to drive education and adopt new behaviors and processes.
• Develop relationships with merchandising and store teams to lead and integrate customer-driven initiatives.
• Assist with financial aspects and budgets to drive efficiencies and continuous improvement.
• Protect customer information and ensure education, compliance and proper disposition of issues.
• Perform Service Experience, Cash Room and Communication procedures as applicable.

Skills

Productivity

Goal achievement

Organizational skills

Delegation

Communication

Multitasking

Windows

iOS

Android

Education

High school diploma or equivalent

Job description

Nordstrom is seeking an Assistant Service Experience Manager in the United States to lead and coach a team focused on delivering outstanding customer experiences. The role supports adoption of new behaviors, partners with merchandising and store teams, and helps manage budgets for operational efficiency.

The position emphasizes ownership, strong communication, and the ability to prioritize in a fast-paced retail environment, with a focus on security and process compliance.