Product Manager 2 — AI‑Driven Care Platform

Nordstrom, Inc.; Seattle (WA); Hybrid; USD 122,000 - 189,000; Full time

Benefits offered by this job

Medical/Vision, Dental, Retirement and

Paid Time Away

Life Insurance and Disability

Merchandise Discount

Job summary

Nordstrom, Inc. is seeking a Product Manager 2 to drive the customer care platforms and tools used by care professionals across Nordstrom.com, apps, and stores.

You will shape product strategy, own end-to-end roadmaps, and collaborate with Fraud, Risk, Engineering, Analytics, UX, and Operations to optimize service quality and customer outcomes. The role emphasizes data-driven decision making, prototyping with AI tooling, and aligning priorities with business goals in a hybrid Seattle-based

Qualifications

• 3+ years of product management experience with measurable customer or business outcomes
• Bachelor's degree in Business, Math, Engineering, Computer Science, or equivalent experience
• Exposure to fraud and risk, particularly first‑party fraud, returns or policy abuse
• Familiarity with customer service platforms, case or conversation management systems
• Exposure to AI‑assisted service and opinions on automation in customer experience
• Solid technical background with Agile development and pilot testing; familiarity with AI tooling
• Proficient in data analysis and performance metrics to drive roadmap adjustments
• Strong cross-functional relationship building across Analytics, Engineering, UX, Operations and Business
• Strong verbal and written communication skills

Responsibilities

• Shape and communicate a clear product vision and strategy aligned with goals and customer evidence
• Own core customer service platforms and servicing tools end to end — roadmap, intake, prioritization
• Partner with Fraud and Risk to balance a frictionless experience with loss prevention
• Define how service quality is measured and how data flows into reporting and coaching
• Prioritize backlog and develop quarterly priorities and annual roadmap
• Collaborate with Engineering to drive development through backlog management and releases
• Prototype, analyze data, and test ideas with customers and care professionals before engineering
• Write requirements, user stories, and acceptance criteria; verify what is built
• Design measurement plans and run experiments with defined metrics to validate improvements
• Stay current with customer service trends and emerging AI technologies
• Work with Engineering, Analytics, UX, Care Operations and stakeholders to deliver capabilities

Skills

Product management

Customer service

Fraud & risk

Agile development

Data analysis

Cross-functional collaboration

Communication

AI tooling

Education

Bachelor's degree

Job description

Nordstrom, Inc. is seeking a Product Manager 2 to drive the customer care platforms and tools used by care professionals across Nordstrom.com, apps, and stores.

You will shape product strategy, own end-to-end roadmaps, and collaborate with Fraud, Risk, Engineering, Analytics, UX, and Operations to optimize service quality and customer outcomes. The role emphasizes data-driven decision making, prototyping with AI tooling, and aligning priorities with business goals in a hybrid Seattle-based