Director Facilities - Centralized Operations & Programs

Job Description

The Director, Facilities Centralized Ops & Programs directly owns and drives execution of Nordstrom's centralized Facilities programs: Soft Services (janitorial, pest control, and other supplier-managed services), Utilities (one of the largest categories of Facilities operating spend), Safety (EH&S), Engineering Services (HVAC, MEP, and other core building systems. This role is the accountable owner for the performance, standards, and supplier relationships that sit within these programs, and serves as the central coordination point for the broader Facilities Operations organization. The Director builds and sustains a shared operating model across program owners, driving strategic alignment, governance, delivery accountability, and reliable partnership with internal and external stakeholders — bringing together direct program ownership, business integration, and change management so Facilities Operations runs with one consistent rhythm and a single, reliable point of accountability.

KEY RESPONSIBILITIES:

Program Ownership & Delivery

• Directly own end-to-end performance and delivery of Soft Services (janitorial, pest control, and related contracted services), setting service standards, managing supplier performance, and ensuring consistent execution across all Nordstrom locations.
• Own the Utilities program, including spend management, vendor and consumption performance, and identification of efficiency and cost-savings opportunities — given its scale as one of the largest Facilities operating spend categories.
• Own the Safety (EH&S) program, ensuring consistent compliance standards, incident tracking, and training support across the store and facilities portfolio.
• Own Engineering Services, including HVAC, MEP, and other core building systems, ensuring reliable operations, preventive maintenance standards, and vendor accountability.
• Partner with Directors (Store Facilities, Supply Chain & Corporate Facilities) to sequence program delivery, resolve competing priorities, and ensure adherence to agreed milestones.
• Identify risks, dependencies, and decision points early within owned programs; escalate and facilitate resolution at the appropriate level.
• Coordinate closely with external partners (CBRE, JLL, and others) on program delivery, scope management, and vendor performance and spend accountability.

PMO Leadership & Operating Model

• Establish and maintain a coordinated PMO operating model, including shared governance frameworks, intake processes, and prioritization practices across Facilities program teams.
• Serve as the primary point of partnership for business stakeholders seeking clarity on Facilities program ownership, prioritization, and delivery timelines.
• Define role expectations for Program Owners; document, communicate, and hold accountability to a consistent way of working across the team.
• Drive cross-functional alignment across Engineering Services, Workplace Management, Technology Development, Supply Chain, Corporate Facilities, Nordstrom Stores, and Nordstrom Rack.
• Build and maintain PMO success metrics and tracking cadences to evaluate progress, surface risks early, and highlight opportunities for optimization across owned programs.

Business Integration & Performance Management

• Lead business integration efforts including strategy development, program development, and change management for new and evolving Facilities initiatives, including driving team and stakeholder adoption of AI-enabled tools and new ways of working.
• Drive performance reporting and governance, including OpEx budget tracking for Soft Services, Utilities, Safety, and Engineering Services, in partnership with the financial performance team.

People Leadership & Team Development

• Build and lead the Facilities Business Operations team, bringing previously independent program owners into a coordinated structure with clear roles, accountabilities, and resources aligned to business priorities.
• Clarify scope, accountabilities, and growth paths for direct reports; provide ongoing feedback and formal performance management aligned to Nordstrom competency expectations.
• Define the skills and capabilities the function needs as the PMO matures; close gaps through targeted hiring and focused development, and mentor team members to optimize both business outcomes and individual growth.
• Model inclusive leadership and apply situational management, delegation, and clear communication to create the conditions for the team to do their best work in a high-volume, multi-stakeholder environment.

Stakeholder Partnership & Executive Communication

• Build and sustain strong partnerships with Facilities leaders, Finance, HR, and external partners, inclusive of Strategic Sourcing.
• Prepare and deliver program updates, business cases, and recommendation materials for executive review, adjusting communication style to meet the needs of different audiences.
• Represent Facilities Programs in cross-functional forums; bring clarity and structure to ambiguous or complex organizational questions.
• Work with partner teams to understand key interdependencies, identify potential issues, and align with enterprise needs.

LEADERSHIP COMPETENCIES:

• Drives Results: Consistently achieves outcomes, even under tough circumstances. Holds self and team to high standards.
• Manages Ambiguity: Operates effectively when things are uncertain; makes progress without having the full picture.
• Builds Effective Teams: Creates strong-morale teams where members feel engaged and motivated; defines success collectively and rewards shared effort.
• Develops Talent: Develops people to meet both their career goals and the organization's goals; provides honest, ongoing feedback.
• Communicates Effectively: Delivers messages clearly and compellingly across a variety of audiences and communication channels.
• Strategic Mindset: Sees ahead to future possibilities and translates them into actionable strategies.
• Organizational Savvy: Maneuvers comfortably through complex policy, process, and people dynamics within a large organization.

FUNCTIONAL COMPETENCIES:

• Program / Project Management: Demonstrated ability to manage complex, multi-workstream programs from intake through delivery in a matrixed environment.
• PMO Operating Model Design: Experience building or maturing a PMO, including governance frameworks, intake processes, and performance cadences.
• Program Ownership & Vendor Management: Track record of directly owning outsourced service programs (soft services, utilities, engineering services) and managing supplier/vendor performance at scale.
• Financial Acumen: Comfortable working with OpEx budgets across large, multi-site service programs; able to connect financial data — particularly utilities and soft-services spend — to strategic priorities and recommendations.
• Executive Communication: Skilled at distilling complexity into concise, audience-appropriate materials for VP and SVP-level stakeholders.
• Organizational Change Management: Experience leading org change and driving adoption of AI-enabled tools and new ways of working; able to build support and manage transitions in a large, field-based environment.
• Cross-Functional Partnership: Track record of effective collaboration with Finance, HR, Engineering, Technology, and external vendor partners.

QUALIFICATIONS:

• Bachelor's degree in Business, Operations Management, Facilities, Engineering, or a related field, or equivalent experience.
• 10+ years of progressive experience in program management, business operations, or PMO leadership in a large, multi-site environment.
• 5+ years of people leadership experience with direct reports.
• Demonstrated success owning and operating outsourced or vendor-delivered service programs (e.g., soft services, utilities, engineering services) at scale.
• Demonstrated success building or evolving a PMO operating model in a matrixed organization.
• Excellent verbal and written communication skills; comfortable presenting to VP and SVP-level leaders.
• Organizational Change Management experience.
• PMP certification or equivalent preferred; Certified SCRUM Master a plus.
• Experience in a corporate facilities, real estate, or retail operations environment preferred.
• Familiarity with FM vendor management (e.g., CBRE, JLL) and outsourced service delivery models for soft services, utilities, and engineering services preferred.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, SharePoint) and project management platforms.

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.

$150,000.00 - $245,000.00 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:

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.

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