Principal TPM: Business Insights (Hybrid - Seattle, WA)

Job Description

Principal Technical Program Manager, Business Insights Customer Success

Nordstrom isn't just another job, it's a career. We are a leading fashion retailer that has offered the very best of what is on trend for men, women, and children since 1901. We believe in rewarding outstanding work, developing employees' careers, and building long-term relationships with our customers.

This role owns whether our business partners succeed with Business Insights: adopting the new platform, trusting the data, and spending less effort to get answers. You are accountable for rollout readiness, the customer success deliverables, the measures of success, and the operating rhythm that carries us from today to the vision.

This is a senior, individual-contributor program role (Nordstrom job level 19). You partner with Product, Engineering, Analytics, and business leaders, and you lead without formal authority over any of them. You own how and when we roll out and how we know it worked. Product owns what and why. Engineering owns build and run.

Success looks like business partners who can say what changed for them: fewer manual requests, faster answers, and data they trust, with leadership seeing the same story in numbers it can rely on.

Who you are…

A partner-first thinker who connects rollout details to the outcomes the business actually cares about, and spots issues before they land

Comfortable making progress while the picture is incomplete: you gather what's needed, make the call, and adjust as the plan firms up

Direct enough to raise hard issues, push back on Product, Engineering, or leadership, and deliver an unpopular message when it's right

A trust-builder who follows through, tells partners the truth about timelines, and never lets them be surprised

Able to build agreement across groups with different priorities, without formal authority

A clear communicator who tailors the message to the audience, from an executive readout to a team of analysts adopting a new tool

A sound decision-maker who backs recommendations with data, and knows when to escalate and to whom

A mentor who builds the planning skills and judgment of other program managers and cross-functional partners

A day in the life…

Rollout Readiness & Execution

Define what "ready" means for each business domain across data, tooling, training, support, and communications, and run the readiness gate before each rollout (criteria content is set by the owning Product, Engineering, and data leads)

Own the integrated rollout plan and sequencing across domains, balancing partner capacity against delivery capacity

Call go / no-go at each gate based on evidence, and escalate when the evidence and the plan disagree

Customer Success Deliverables

Partner onboarding playbook with a clear definition of done per domain

Adoption and enablement plan: training, office hours, champions, and job aids

Support model and escalation paths, so partners know where to go and how fast they get an answer (the role defines and measures the model; Engineering and Analytics staff and run it)

Transition plan for legacy reports, agreed with partners, so no one is left stranded when old tools are retired

Defining & Measuring "Good"

Build the scorecard that partners and leadership both trust, and run the review cadence around it

Set baselines and targets with partners, not for them

Measure partner burden explicitly: manual report requests, duplicate reports, and hours spent pulling or reconciling data

Turn qualitative goals such as "faster answers" and "data I trust" into measures teams can be held to

Partner Management

Run the day-to-day rollout and adoption relationship with each domain: regular check-ins, a visible feedback loop, and no surprises on changes

Bring partner feedback and evidence to Product, who decides what changes on the roadmap

Surface conflicts between partner asks and capacity with data, and drive the decision to the right owner on time

Operationalizing the Vision

Translate the Business Insights vision into a quarterly plan with owners, milestones, and measures

Stand up the operating cadence: governance, reviews, checkpoints, and reporting rhythms that make adoption durable rather than a one-time push

Lead change management as its own deliverable: communications, training, and adoption tracking

Risk & Dependency Management

Anticipate risks and bottlenecks early, and manage dependencies that cross Product, Engineering, Analytics, and the business

Track and escalate systemic issues before they become partner-visible problems

Weigh data quality, security, and compliance constraints against rollout speed and team capacity

Team Development

Mentor program managers and cross-functional partners on planning, partner management, and judgment under ambiguity

You own this if you have…

Bachelor's or Master's degree in Business, Computer Science, Engineering, or a related field; we will accept any suitable combination of education, experience, and training

10+ years in technical program management, leading large-scale, cross-functional programs

Experience leading adoption or migration of a data, analytics, or BI platform, including retiring legacy tools without disrupting the business

A track record of building adoption and success metrics, and reporting that holds up under scrutiny and that leadership acts on

Demonstrated ability to run partner or customer-facing rollouts, and to manage partner expectations when plans change

Experience leading organizational change management (Prosci/ADKAR or equivalent)

Excellent communication and stakeholder skills, with proven influence without formal authority

Strong analytical and quantitative skills, comfortable using data to back up decisions

Enough familiarity with data and analytics platforms (data pipelines, semantic layers, BI tools) to be credible with engineering and analytics partners; this is not a hands-on engineering role

Experience with both waterfall and agile delivery, and with portfolio and collaboration tools

Experience mentoring program managers and building organizational capability

Preferred: retail background; experience with large-scale technology modernization

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.

$191,000.00 - $297,000.00 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_17-19.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.

For Los Angeles or San Francisco applicants: Nordstrom is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance. For additional s