Supervise the entire Dispute function, ensuring timely and efficient handling of processes and emails. Provide training, mentoring, and support for team members in a hybrid role.
About the role
- Sr. Manager driving digital strategy and business operations for Nordstrom. Collaborating with leadership to optimize operational excellence and strategic initiatives.
Responsibilities
- Partner with the President of Digital to refine and maintain strategic roadmaps that align with business rhythms and organizational priorities.
- Translate high-level vision into actionable plans with clear milestones, owners, and success metrics.
- Proactively monitor progress across initiatives, identify roadblocks early, and facilitate solutions that keep teams on track.
- Drive operational excellence by establishing planning disciplines, governance frameworks, and meeting effectiveness standards across digital and CX functions.
- Own the cadence and structure of leadership meetings, business reviews, and cross-functional forums.
- Assess current decision-making processes and recommend improvements that increase speed and clarity.
- Serve as the central coordination point for complex, cross-functional initiatives spanning digital, customer experience, merchandising, marketing, store operations, and technology.
- Facilitate alignment across diverse stakeholders, ensuring clear communication, accountability, and follow-through.
- Break down organizational silos and drive collaboration that accelerates execution and maximizes impact.
- Help prepare the organization for ongoing transformation in how digital and customer experience teams operate.
- Identify opportunities to drive effective change management and build organizational capabilities.
- Navigate ambiguity with professionalism and discretion, proposing workable solutions to challenging problems.
- Partner with Finance and Analytics teams to establish KPIs, tracking mechanisms, and reporting frameworks for digital and customer experience performance.
- Support the preparation and execution of business reviews including monthly performance reviews, quarterly business updates, and board presentations.
- Provide data-driven insights that inform decision-making and drive continuous improvement.
- Lead the preparation of executive communications, board presentations, and leadership updates on behalf of the President of Digital.
- Synthesize complex information into clear, compelling narratives.
- Manage stakeholder engagement and ensure consistent messaging across the organization.
- Represent digital and CX leadership in cross-functional executive forums as needed.
- Support and manage key strategic initiatives, providing thought leadership and ensuring successful delivery.
- Drive complex projects that require coordination across multiple functions and stakeholders.
- Establish project governance, track progress, manage dependencies, and escalate issues appropriately.
- Ensure projects deliver on time, on budget, and with expected impact.
Requirements
- Bachelor's degree in Business Administration, or related field required; MBA strongly preferred
- 8+ years of progressive experience in chief of staff, business operations, management consulting, or strategic planning roles
- Background in management consulting (e.g., McKinsey, Bain, BCG) or corporate strategy a plus
- 5+ years of experience working directly with C-suite executives and senior leadership teams in technology or digital
- Proven track record managing complex, cross-functional initiatives in large organizations
- Strong business acumen with ability to understand digital, customer experience, and retail operations
- Exceptional organizational skills with ability to manage multiple priorities simultaneously
- Experience building and implementing operational frameworks, processes, and governance structures
- Familiarity with digital product development, customer experience, and omnichannel retail
Benefits
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
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