As a Customer Experience Escalations Specialist, you will support Nordstrom's post-conversion operations by managing critical complaint routing, monitoring partner performance, and serving as a vital intermediary between Nordstrom store teams and our financial partner (TD). This interim, high-urgency role ensures that customer satisfaction expectations are upheld, sensitive escalations are handled with flawless judgment, and operational processes run seamlessly.
The ideal candidate will bring a polished, brand-aligned presence and the ability to make high-stakes judgment calls on Day One.
Escalation & Complaint Management: Execute the complex complaint routing model between TD, Loyalty, Care, and Nordstrom store teams using existing SOPs and decision maps.
VIP Relationship Liaison: Support and maintain interaction models defining Nordstrom $\leftrightarrow$ TD handoffs for high-touch, high-spend, and VIP customer scenarios.
Executive Support: Coordinate and resolve executive-level escalations across TD and Nordstrom, ensuring swift, thorough, and highly professional follow-through.
Regulatory & Sensitive Compliance: Participate in the critical feedback loop with store partners regarding UDAAP (Unfair, Deceptive, or Abusive Acts or Practices), unsolicited accounts, discrimination complaints, and other highly sensitive categories.
Continuous Improvement: Support process documentation, workflow clarification, and the ongoing refinement of customer experience operations during this crucial post-conversion period.
Note: This role requires an individual who can operate autonomously in ambiguity, exercise strong independent judgment, and represent the Nordstrom customer experience standard from day one.
Experience: 3+ years of experience leading customer escalations, managing complex service scenarios, and navigating high-stakes customer issues.
Communication Style: Exceptional written and verbal communication skills, with the ability to naturally match a polished, luxury brand-aligned tone.
Adaptability & Judgment: Proven ability to operate effectively in ambiguous situations with minimal oversight, making sound, mature judgment calls under pressure.
Cross-Functional Collaboration: Strong interpersonal skills with comfort acting as a "connector " between internal teams, store leadership, and external partners.
Operational Discipline: Strict adherence to following SOPs, meticulously documenting work, and identifying exactly when to escalate higher up the chain.
Experience in financial services, credit card operations, or retail loyalty programs.
A background in luxury retail or high-end hospitality.
Comfort with basic data pulls, KPI monitoring, or synthesizing customer trend data.
Prior contractor/consulting experience with a proven track record of fast ramp-up times.
Tailored Management is a global staffing firm that specializes in partnering with large organizations that run their contingent labor program in a VMS/MSP environment. We have the unique capacity to support programs across all scopes and geographic locations from a single headquarters, successfully elevating program performance across the board and minimizing costs, miscommunication and delivery times. But what do we really do? We bring together the best talent with the greatest opportunities.