Product Manager 2 - Customer Care Experience

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

Benefits offered by this job

Medical/Vision/Dental

Retirement options

PTO

Job summary

Nordstrom, Inc. in Seattle, WA is seeking a Product Manager 2 to own the customer care platforms and tools, guiding roadmap, backlog, and cross-functional collaboration.

This hybrid role requires 3+ years in product management, a business/engineering/CS background, and comfort with AI and fraud/risk considerations. You will partner with engineering, analytics, UX, and operations to measure outcomes and improve service quality.

Qualifications

• 3+ years of product management experience with measurable outcomes.
• Bachelor's degree in Business, Math, Engineering, Computer Science, or equivalent experience.
• Experience with customer service platforms, CRM, or agent tooling preferred.

Responsibilities

• Shape and communicate a clear product vision and strategy for customer care.
• Own core customer service platforms end-to-end — backlog, roadmaps, and stakeholder coordination.
• Balance frictionless experience with fraud and risk considerations.
• Define service quality metrics and monitor improvements.
• Collaborate with Engineering, Analytics, UX, Operations, and business stakeholders.

Skills

Product management

Data analysis

Agile development

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree (Business, Math, Engineering, CS)

Tools

CRM platforms

Agent tooling

Job description

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, analysing 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
• 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. 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 for relevant information and guidelines.

© 2026 Nordstrom, Inc

About Us

We’re a fast-moving fashion company that started as a shoe store in 1901. This heritage of service is the foundation we’re building on as we provide convenience and true connection for our customers. We empower our people to be innovative, creative and focused on providing the best service to our customers. Through it all, we remain committed to leaving the world better than we found it. Whether you’re a genius engineer, a phenomenal salesperson or a supply chain pro, we invite you to bring your unique talents and join our team. We reward great work, promote from within and celebrate diversity.

CUSTOMER OBSESSED

We strive to know our customers better than anyone else. We listen, anticipate, build trust and move with speed to deliver on their needs.

OWNERS AT HEART

We treat every interaction as an opportunity to make an impact and deliver excellence.

CURIOUS AND EVER CHANGING

We approach problems with curiosity and create solutions. We unlock potential to be bold, think big and inspire innovation.

HERE TO WIN

We’re committed to delivering results, both today and tomorrow. We win as a team by supporting and challenging one another to be better every day.

WE EXTEND OURSELVES

We treat each other with respect and kindness. We do the small things that make a big difference. We create a welcoming environment, helping people feel connected, valued and part of one community. Come on! Join us!