Nordstrom
Manager, Loyalty Risk Management - (Hybrid - Seattle, WA)
Nordstrom, Seattle, Washington, us, 98127
Overview
Manager, Loyalty Risk Management - (Hybrid - Seattle, WA) Join to apply for the Manager, Loyalty Risk Management role at Nordstrom. In this role, you will lead a team responsible for removing risk through identification, assessment, and mitigation that could impact customer experience and business outcomes for Nordstrom’s Loyalty Program, The Nordy Club. 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 and refining existing processes. You will sharpen the skills of a high performing team and partner across teams to solve complex problems in a fast-paced environment.
Key Responsibilities
Customer Experience: Ensure a positive customer experience within the loyalty program through proactive identification of potential risks across areas such as 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 deployment to a live environment. Ensure 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 the effectiveness of mitigation efforts.
Cross-Functional Collaboration: Work with marketing, product, technology, customer service, supply chain, and merchants to create a culture of risk awareness and address risks associated with activities, ensuring customer satisfaction and program compliance.
Data Analysis and Reporting: Analyze program and test performance data, identify areas for improvement, and report findings to leadership to optimize effectiveness and prioritize resolutions.
Process Optimization: Update and create user acceptance testing, risk management and remediation policies and procedures. Communicate testing, risk and remediation information to stakeholders at multiple levels. Partner with Compliance and Legal to provide testing, risk management and remediation training and awareness programs.
Qualifications
5+ years of related experience; Credit & Loyalty preferred
2+ years of experience leading and developing a team of risk professionals
Experience with UAT methodologies and best practices
Proficiency in test management tools and knowledge of software development lifecycles
Strong SharePoint/Power BI experience
Strong problem solving, issue-resolution, attention to detail, and ability to multitask
Strong verbal and written communication skills with experience engaging and influencing senior executives
Experience in partnering with business leaders to develop strategic initiatives on risk appetite, tolerance and mitigation
Strong analytical, modeling and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
Proven ability to thrive in an ambiguous environment and simplify complex processes
BA/BS Degree in Business Administration or Computer Science or comparable experience preferred
Benefits
Medical/Vision, Dental, Retirement and Paid Time Away
Life Insurance and Disability
Merchandise Discount and EAP Resources
The job posting highlights the most critical responsibilities and requirements. 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. Please review the Career Site FAQ’s for relevant information and guidelines. 2022 Nordstrom, Inc
Pay Range Details: The pay range below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on location, knowledge, skills, and experience. $103,500.00 - $175,000.00 Annual. This 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
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Manager, Loyalty Risk Management - (Hybrid - Seattle, WA) Join to apply for the Manager, Loyalty Risk Management role at Nordstrom. In this role, you will lead a team responsible for removing risk through identification, assessment, and mitigation that could impact customer experience and business outcomes for Nordstrom’s Loyalty Program, The Nordy Club. 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 and refining existing processes. You will sharpen the skills of a high performing team and partner across teams to solve complex problems in a fast-paced environment.
Key Responsibilities
Customer Experience: Ensure a positive customer experience within the loyalty program through proactive identification of potential risks across areas such as 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 deployment to a live environment. Ensure 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 the effectiveness of mitigation efforts.
Cross-Functional Collaboration: Work with marketing, product, technology, customer service, supply chain, and merchants to create a culture of risk awareness and address risks associated with activities, ensuring customer satisfaction and program compliance.
Data Analysis and Reporting: Analyze program and test performance data, identify areas for improvement, and report findings to leadership to optimize effectiveness and prioritize resolutions.
Process Optimization: Update and create user acceptance testing, risk management and remediation policies and procedures. Communicate testing, risk and remediation information to stakeholders at multiple levels. Partner with Compliance and Legal to provide testing, risk management and remediation training and awareness programs.
Qualifications
5+ years of related experience; Credit & Loyalty preferred
2+ years of experience leading and developing a team of risk professionals
Experience with UAT methodologies and best practices
Proficiency in test management tools and knowledge of software development lifecycles
Strong SharePoint/Power BI experience
Strong problem solving, issue-resolution, attention to detail, and ability to multitask
Strong verbal and written communication skills with experience engaging and influencing senior executives
Experience in partnering with business leaders to develop strategic initiatives on risk appetite, tolerance and mitigation
Strong analytical, modeling and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive action
Proven ability to thrive in an ambiguous environment and simplify complex processes
BA/BS Degree in Business Administration or Computer Science or comparable experience preferred
Benefits
Medical/Vision, Dental, Retirement and Paid Time Away
Life Insurance and Disability
Merchandise Discount and EAP Resources
The job posting highlights the most critical responsibilities and requirements. 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. Please review the Career Site FAQ’s for relevant information and guidelines. 2022 Nordstrom, Inc
Pay Range Details: The pay range below has been provided in compliance with state specific laws. Pay ranges may be different for other locations. Pay offers are dependent on location, knowledge, skills, and experience. $103,500.00 - $175,000.00 Annual. This 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
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