Manager, Loyalty Risk Management - (Hybrid - Seattle, WA)

Job Description

In this role, you will lead a team responsible for removing risk thru identification, assessment, and mitigation that could impact customer experience and business outcomes for Nordstrom’s Loyalty Program, The Nordy Club. This role will develop and implement strategies to avoid or minimize negative events, ensuring compliance with regulations and promoting a culture of risk awareness. A successful candidate is an initiative-taking problem solver, who leverages data in effective prioritization, resolves at the root, has excellent attention to detail, and is committed to building & refining existing processes.  You sharpen the skills of a high performing team. You love partnering across teams to solve complex problems in a fast-paced environment.  

Key Responsibilities:

• Customer Experience:

Ensure a positive customer experience within the loyalty program thru proactive identification of potential risks across various areas like financial, operational, and compliance. Analyze the likelihood and potential impact of identified risks. 

• Program Management:

Oversee planning, execution, and completion of UAT activities within a project or organization. Ensure software or systems meet business requirements and user expectations before being deployed to a live environment. 

Ensuring adherence to relevant regulations and industry standards. 

Develop and implement procedures for responding to and managing incidents. 

• Vendor Management:

Manage risk relationships with third-party partners collecting and informing compliance requirements to influence product roadmaps

• Strategic Planning:

Develop and implement strategies to reduce or eliminate risk, including contingency plans and risk transfer mechanisms. 

Continuously track and report identified risks and effectiveness of mitigation efforts. 

• Cross-Functional Collaboration:

Work with various teams (marketing, product, technology, customer service, supply chain and merchant etc.) to create a culture of risk awareness and address risks associated with their activities ensuring customer satisfaction and program compliance

• Data Analysis and Reporting:

Analyze program and test performance data, identifying areas for improvement, and reporting findings to leadership to optimize effectiveness and prioritize resolutions.

• Process Optimization:

Update and create user acceptance testing, risk management and remediation policies and procedures. 

Effectively communicating testing, risk and remediation information to stakeholders, including management and teammates at multiple layers of the organization. 

Partner with Compliance and Legal teammates to providing testing, risk management  and remediation training and awareness programs. 
 

You own this if you have… 

• 5+ plus years of related experience, Credit & Loyalty preferred 
• 2+ years of experience leading & developing a team of risk professionals  
• Experience with UAT methodologies & best practices
• Proficiency in test management tools & knowledge of software development lifecycles
• Strong SharePoint/Power BI Experience  
• Strengths in problem solving, issue-resolution, attention to detail, & ability to multitask  
• Strong verbal & written communication skills with a demonstrated experience engaging & influencing senior executives  
• Experience in partnering with business leaders to develop strategic initiatives on risk appetite, tolerance & mitigation
• Strong analytical, modeling & quantitative skills; ability to use hard data & metrics to back up assumptions, recommendations, & drive action
• Proven ability to successfully thrive in an ambiguous environment & simplify complex processes   
• BA/BS Degree in Business Administration or Computer Science or comparable experience preferred 

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

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.

Nordstrom conducts background checks and considers qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. 

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Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

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.

$103,500.00 - $175,000.00 AnnualThis position may be eligible for performance-based incentives/bonuses. 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_17-19.pdf