Director, Service & Support - Technology Operations (Hybrid - Seattle, WA)

About the role

The Director, Technology Operations – Service & Support will own end-to-end Service & Support operations across stores, distribution centers, customer care, and corporate center.

Responsibilities

• 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.

Requirements

• 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.

Qualifications

• Nice to have… Experience with omnichannel retail environments, including in-store technology and supply chain material handling equipment.

Skills

• Strong leadership and management skills.
• Technical proficiency in software, hardware, and network operations.
• Strategic planning and execution abilities.
• Customer service orientation and focus on quality.
• Collaborative and cross-functional teamwork.
• Problem-solving and analytical skills.
• Effective communication and presentation skills.
• Experience with AI and its practical application to Service & Support operations.

Benefits

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

For additional state and location specific notices, please refer to the Legal Notices document within the FAQ section of the Nordstrom Careers site.

This position may be eligible for performance-based incentives/bonuses.