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Job Description

The Asset Protection Operations Center (APOC) Manager leads a team of investigators responsible for safeguarding Nordstrom’s people, assets, and profitability. This role oversees real-time monitoring of events that may pose risk to the company and ensures consistent execution of security protocols, including alarm response, emergency procedures, and overnight operational support. The APOC Manager also contributes to process improvements in emergency management and partners with key stakeholders across Asset Protection and Legal. Additionally, the team provides fraud detection, investigative support, and assistance with safety-related incidents, including coordination with the External Mobile Investigations program.

A day in the life…

+ Hire, train, and retain a high-performing team that fosters trust and collaborates effectively across Nordstrom, including Stores, Supply Chain, Headquarters, Human Resources, Fraud, Risk, and Legal.

+ Maintain regular communication with Asset Protection and cross-functional leaders, proactively gathering feedback to ensure the Operations Center aligns with evolving business needs.

+ Partner with the Enterprise Business Resilience Team to integrate the Operations Center into Nordstrom’s crisis and emergency management framework; contribute to the development of process documentation and training on situational awareness and mass communication tools.

+ Define clear roles and responsibilities for Operations Center personnel.

+ Establish best practices for documenting and managing security incident investigations, including video review, accurate reporting, and coordination with HR and Legal.

+ Respond to overnight emergencies by deploying resources, advising impacted employees, coordinating with emergency responders, and initiating evacuation procedures when necessary.

+ Implement procedures to safeguard sensitive and confidential information with a high level of discretion.

+ Oversee access control systems, including security cameras, burglar alarms, credential administration, and key/core hardware management.

+ Coordinate repairs and upgrades to security hardware and software, working with internal teams and external vendors to guide projects to completion.

+ Support initiatives that enhance physical security infrastructure and contribute to broader Asset Protection projects.

+ Conduct regular audits of the physical environment to identify security risks and recommend improvements.

+ Serve as a primary contact for security-related concerns and requests across all Nordstrom properties.

+ Act as liaison to external security vendors and emergency response partners.

+ Develop key performance indicators (KPIs) and reporting tools to measure and communicate the Operations Center’s performance and alignment with strategic objectives.

+ Build leadership depth by identifying and developing high-potential team members, providing ongoing coaching and clear feedback.

+ Foster effective communication between internal teams and external partners, including law enforcement and retail industry peers.

+ Manage budgetary responsibilities for staffing, tools, and operational expenses.

+ Serve as a centralized access and information node for Asset Protection, facilitating the flow of critical security intelligence, operational updates, and emergency communications across the enterprise.

+ Leverage data and incident trends to generate actionable insights and provide informed recommendations to senior decision-makers, ensuring strategies and resource allocation are evidence-based and aligned with business priorities.

CORE COMPETENCIES:

+ Drives Vision: Provides clear explanations of the organization’s vision and purpose. Operates with a clear sense of purpose that gives meaning to everyday activities. Ensures clear connections between day-to[1]day actions and the organization’s overall vision.

+ Communicates Effectively: Tailors communication content and style to the needs of others. Takes steps to ensure effective communication between individuals and teams. Urges people to speak freely and shows sufficient openness to differing viewpoints within and beyond the team.

+ Has Courage: Addresses tough organizational issues and disagreements. Conveys difficult messages or feedback in a direct manner. Is able to push back and say "no" to others when necessary

+ Develops People: Identifies and develops individuals as successors for the team. Emphasizes the importance of learning, urges others to build new skills, and provides opportunities for them to develop. Provides team members with valuable development activities and stretch assignments.

+ Decision Quality: Fosters accountability by ensuring that people’s decisions comply with policies and standards. Demonstrates an ability to make tough decisions and advance initiatives that may be unpopular. Promptly accepts workable decisions while also seeking out better alternatives when necessary. Integrates analysis, experience, and other inputs to make effective decisions.

+ Manages Complexity: Focused on continuous improvement, while implementing protocols and strategies for building security standard operating procedures and policies to mitigate identified risks and threats. Looks at complex issues from multiple angles; gains a sound understanding of the topic. Recognizes the main consequences and implications of different options. Explores issues and uncovers the underlying issues and root causes.

You’ve got this if…

+ Bachelor’s degree in a related discipline and/or equivalent professional experience

+ 10+ years of experience in service-based security operations

+ 5+ years of experience in security leadership roles

+ Technical background in security systems and expert knowledge of physical security principles

+ Experience managing or operating within a 24/7 Security Operations Center (SOC) environment

+ Proficient in Microsoft Word, Excel, Outlook, PowerPoint, and Access Control Systems

+ Strong analytical, organizational, communication, and planning skills

+ Demonstrated ability to consolidate information from various sources, including feedback and incident data, to make informed decisions

+ Proven ability to work strategically—considering the broader impact of decisions on internal and external stakeholders

+ Effective at setting priorities, managing time, and executing work plans to deliver high-quality results

+ Experience developing and maintaining standard operating procedures, emergency response playbooks, and escalation protocols

+ Familiarity with emergency management frameworks (e.g., NIMS, ICS) and mass communication platforms (e.g., Everbridge, AlertMedia)

+ Proficient in leveraging data platforms (e.g., Power BI, Splunk, SIEM tools) to drive performance metrics and operational insights

+ Experience managing external vendors and service-level agreements for security technologies and emergency response services

+ Knowledge of retail loss prevention strategies, including organized retail crime, internal theft, and civil unrest

+ Strong collaboration and de-escalation skills; able to influence and build trust across internal teams and external partners

+ Industry certifications such as CPP, PSP, CEM, or equivalent are preferred

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

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 .

• 2022 Nordstrom, Inc

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: $87,500 - $145,500 USD Annual

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\_16.pdf

About Us

We’re a fast-moving fashion company that started as a shoe store in 1901. This heritage of service is the foundation we’re building on as we provide convenience and true connection for our customers. We empower our people to be innovative, creative and focused on providing the best service to our customers. Through it all, we remain committed to leaving the world better than we found it.

Whether you’re a genius engineer, a phenomenal salesperson or a supply chain pro, we invite you to bring your unique talents and join our team. We reward great work, promote from within and celebrate diversity.

CUSTOMER OBSESSEDWe strive to know our customers better than anyone else. We listen, anticipate, build trust and move with speed to deliver on their needs.

OWNERS AT HEARTWe treat every interaction as an opportunity to make an impact and deliver excellence.

CURIOUS AND EVER CHANGINGWe approach problems with curiosity and create solutions. We unlock potential to be bold, think big and inspire innovation.

HERE TO WINWe’re committed to delivering results, both today and tomorrow. We win as a team by supporting and challenging one another to be better every day.

WE EXTEND OURSELVESWe treat each other with respect and kindness. We do the small things that make a big difference. We create a welcoming environment, helping people feel connected, valued and part of one community.

Come on! Join us!