Manager, Program Management- Customer CARE Operational Excellence- Remote

As a   Manager of Program Management -   Customer CARE Operational Excellence , you will be responsible for delivering world-class service experiences across a broad and expanding portfolio.   This role   leads the   Vendor Operations, Learning & Development, Quality Assurance, and Employee Engagement   Teams and programs   to drive operational excellence, culture, and continuous improvement across the contact center.     The ideal candidate has   successfully   demonstrated   strong leadership with medium-to-large, multi-site contact center teams and a proven ability to build relationships across internal and external partners.   They   are data-driven, solutions-oriented, and   thrive s   in a fast-moving environment where flexibility and curiosity are essential to success.     This role requires strategic planning support, the ability to   anticipate   business needs, and a commitment to developing direct reports and cross-functional partners alike.     A Day in the Life…   Vendor Operations   Ensures vendor partners consistently deliver operational excellence   to defined KPIs , performance, and staffing requirements   Presents status updates, conducts business performance reviews, and develops risk/mitigation strategies   Builds and manages strong relationships with vendor partners and stakeholders across the organization     Learning & Development Support   Leads   the CARE Learning & Development team to ensure training programs are aligned to operational priorities and vendor partner needs   Supports the design, delivery, and measurement of onboarding and continuing education programs across internal and vendor sites   Facilitates alignment between L&D content and real-time operational feedback to ensure training materials   remain   current and impactful   Champions a culture of continuous learning by encouraging knowledge sharing and skill-building across CARE teams   Collaborates with   CARE Leaders   to   identify   performance gaps and develop targeted training interventions     Quality Assurance   & Voice of the Customer   Support   Leads   the Quality Assurance team to support the design and maintenance of quality frameworks, scorecards, and evaluation processes   Monitors QA   and CSAT   trends and data to surface insights,   identify   coaching   and training   opportunities, and drive performance improvements     Ensures vendor partners and internal teams are aligned to QA   and CSAT   standards and actively working toward continuous improvement   Supports calibration sessions and feedback loops between QA,   O perations, and L&D teams to create a unified performance ecosystem   Leverages QA   and CSAT   data to inform vendor performance reviews and operational strategy     Employee Engagement   Partners with Recruiting Team on hiring practices   Supports the development and execution of employee engagement strategies that foster a positive, inclusive, and high-performance culture within CARE   Partners cross-functionally to   identify   engagement gaps and champion initiatives that improve team morale, retention, and belonging   Acts as a culture ambassador, ensuring Nordstrom values are embedded across both internal teams and vendor partner environments   Tracks engagement metrics and   participates   in action planning based on survey results and ongoing feedback   Supports recognition programs, team events, and communications that reinforce a strong employee experience     Leadership & Cross-Functional Collaboration   Leads, supports, and develops direct reports, fostering a culture of accountability, growth, and high performance   Aligns with CARE Operations Managers on best practices for processes, procedures, communications, and trainings   Identifies   issues and changes, independently driving solutions and escalating where appropriate   Provides leadership support across the full customer service