Job DescriptionWho you are…
The Director, Technology Operations – Service & Support will own end-to-end Service & Support operations across our stores, distribution centers, customer care, and corporate center. As part of a newly formalized structure that separates our Engineering and Operations functions under dedicated leadership, this role brings focused leadership and clear accountability to a growing, mission-critical function. This leader will drive SLA accountability across all support channels, build the process consistency and operational excellence our teams and business partners depend on, and lead the Service Desk and Field Support teams that make up this organization. It is critical that this leader looks for ways to leverage talent and a continuous improvement mind frame while setting the highest bar for quality and customer service.
A day in the life…
- Own end-to-end Service & Support operations — including the Service Desk, Customer Care, Supply Chain IT Ops and Field Support teams — across stores, distribution centers, customer care, and the corporate center.
- Define and drive SLA accountability across all support channels, setting the standard for consistent, high-quality service delivery.
- Gather customer and business partner insights and analyze the existing support landscape to modernize support and operational models, tooling, and telemetry.
- Develop and maintain a detailed strategic roadmap for Service & Support operations that reflects the broader Technology Operations direction.
- Partner closely with the Engineering & Technology Solutions, HAM & Depot, and Program & Portfolio Management leaders to ensure seamless handoffs and end-to-end operational alignment.
- Define and track key performance indicators (KPIs) and Service Level Agreements (SLAs) for the team, analyzing performance and adoption while driving continuous improvement.
- Serve as the internal evangelist for Service & Support, providing operational-level expertise and support to stakeholders and business partners.
- Foster strong relationships with application development and engineering teams to gather feedback and identify opportunities for support and platform enhancements.
- Utilize strong leadership, technical acumen, and the ability to navigate complex technology landscapes across stores, distribution centers, and corporate environments.
- Lead and develop the Service Desk and Field Support leaders on the team, holding them accountable to established SLA and quality standards.
You own this if you have…
- Bachelor's degree in Computer Science, Engineering, Business, or a related field. Master's degree or MBA preferred.
- Minimum of 5 years of experience in technology operations or IT service management, with a proven track record of managing Service Desk and/or field support operations at scale.
- Excellent Leadership traits, with proven track record of building and leading strong teams
- Strong technical background with broad experience across software, hardware and network.
- A passion for process.
- Excellent problem-solving, strategic thinking, and analytical skills.
- Exceptional communication and presentation skills, with the ability to articulate complex technical concepts to a variety of audiences.
- Experience with managing support
- Demonstrated ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously.
- Strong organizational and project management skills, with attention to detail.
- Ability to thrive in a fast-paced, dynamic work environment.
- Working knowledge of AI and its practical application to Service & Support operations.
Nice to have…
- Experience with omnichannel retail environments, including in-store technology and supply chain material handling equipment.
How we work
- With others. We have remote and on-site teams that are equally valued.
- With transparency. We encourage open dialog and discourse. We don’t encourage silos. We win as a team.
- With agility. We don’t believe in following a process for process’s sake. We measure and we improve.
- With open minds. We are committed to building a diverse team of people with unique perspectives. This encourages a healthy and inclusive environment that builds a more sustainable, successful company.
- With pride. We value our people most of all. We invest in ourselves by applying our own strengths and interests to company needs
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.
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.
$175,000.00 - $275,000.00 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
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_20-21.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.
