Job Description

The Senior Director, Last Mile (Customer Delivery and Drop Ship) is responsible for Nordstrom’s direct-to-consumer Nordstrom.com and Rack.com deliveries throughout the U.S. and Canada.  This leader is relentlessly customer-focused and plays a key role in developing innovative strategies, capabilities, and technologies to enable customer experiences that continue to elevate and distinguish Nordstrom as a digital-first lifestyle brand. This role is responsible for achieving Transportation and Logistics KPIs and does so by fostering an environment of operational excellence and analytically driven continuous improvement.  In addition, this role owns critical carrier relationships with national and regional small-parcel carriers and serves as JWN’s eCommerce transportation thought leader.

Reporting directly to the SVP, Transportation & Logistics, this position directly supports a team of five direct reports and an organization of ~50 Transportation professionals across both corporate and field-based teams. This role provides strategic direction, coaching and mentoring to our Customer Delivery, Drop Ship, Routing and Promise, and Fulfillment Center Transportation organization while building and developing winning teams in a diverse and inclusive culture. Developing the organization to create a strong culture of accountability, continuous learning and personal growth is a critical aspect of this role —reinforcing Nordstrom’s position as an employer of choice for logistics and supply chain talent.

This is a highly visible role within Nordstrom that requires a seasoned operational leader who easily balances the need for near term results with longer-term capability building.  The role requires a highly proactive individual with strong emotional intelligence, curiosity, and expertise in driving effectiveness and efficiency at scale. Success in this role comes through outstanding collaboration in the management of our supply chain, JWN’s business objectives, and serving our customers.  This role will be based in our Seattle office and is expected travel frequently to JWN sites.

A day in the life...

Drive the attainment of JWN Customer Delivery and service KPIs while optimizing cost and delivery quality. Collaborate with key functional business partners to ensure short and long-term plans are defined and executed.Manage relationships with carriers, negotiate contracts, and ensure carrier performance meets company standards.Drives effective communication up and down the JWN pyramid to ensure alignment on goals and key initiatives, including leading change management and adoption across teams.Leverage industry best practices, data insights, and emerging trends to constantly anticipate and proactively build capabilities to elevate our customer experiences.Prioritize customer satisfaction by ensuring timely and accurate deliveries, addressing customer concerns, and continuously improving the delivery experience.Guide and mentor Transportation leaders to build engaged, customer-focused teams.Leverage Nordstrom competencies to develop and grow talent across the organization.Proactively drive succession planning for your teams, across Transportation, and the supply chain organization.Participate in network-level process and technology initiatives; serves as a subject matter expert on small parcel Transportation and eCommerce fulfillment (at JWN but also outside of JWN).Partners cross-functional peers to make recommendations that involve resource allocation and competing priorities.

You own this if you have…

A minimum of 12 years leading direct-to-consumer, small parcel Transportation operations or complimentary supply chain/logistics leadership experience. Proven success of leading complex, rapidly growing eCommerce transportation operations on a national scale.Excellent verbal and written communication skills.  Comfortable with front-line associates or C-level executives and easily adjusts personal communication style as needed to be effective.Recognizes the importance of effective relationships for success.  Invests in building and maintaining them across the organization and externally with service providers.A servant leader and coach who sets clear expectations, then empowers and enables their teams to be successful.Proven success in building operational excellence through data-driven decisions and analytical insights.Demonstrated success at identifying, developing and retaining organizational talentBachelor’s degree required; degree in business, logistics, or supply chain management preferred; Masters/MBA preferred.Ability to travel as needed, on average 20-30% per year

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 AwayLife Insurance and DisabilityMerchandise 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 will consider 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 are provided in compliance with state specific laws. Pay ranges may be different in other locations.

Washington: $198,000 - $319,000 Annually

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