Technical Program Manager, Principal
Denver, Colorado, United States
Acted in a consultative manner across the full Credit department, providing input on technical strategy, and aligning a portfolio of multiple programs to utilize common foundational technologies, services, and data sources. Coached and mentored other Technical Program Managers. Served as a Subject Matter Expert across the full Credit Technology stack, as well as all integration points to multiple financial processing vendors, as well as Nordstrom internal capabilities, including Customer Identity, Loyalty, Store, and Payments. Provided high-level system architecture across multiple business domains, ensuring flexibility, and efficient re-use of existing capabilities. Performed initiative intake and sizing for planning and budgeting purposes. These efforts collectively contributed to growing the portfolio to over $4B. Worked with development teams using Agile SCRUM, Kanban, and SAFe methodologies.Architected and implemented a foundational Credit Cardmember Key Store and event-based model allowing the bridging of data between Customer Identity and Credit identifying keys, resulting in the ability to definitively synchronize, maintain, and audit millions of records between Credit, Customer Identity, and Loyalty, which in turn reduced Rewards errors, increased customer satisfaction, and lowered the contact volume to Customer Care. Fulfilled the role of Product Manager on behalf of Credit foundational technologies, resulting in reduced duplication of effort across teams by advocating for a domain-services model. Acted as a Sr. Engineering Manager during COVID, taking over a dysfunctional engineering team and successful implementing an updated Dialer solution, and onboarding a 3rd-party collections capability, enabling the Collections team to dramatically improve collections efforts.