The Manager – Internal Investigations is responsible for the strategic direction and leadership for internal investigations across stores and supply chain locations.  This role will be a key-player in creating a culture that partners closely with key business partners to ensure that we deliver “best-in-class" programs to reduce shrink, drive sales, and provide a safe, secure customer and associate experience.  This position will be responsible forestablishing, maintaining, and managing internal reporting platforms for asset protection and drive related shrink reduction initiatives for the organization with a goal of minimizing the financial losses of the company by identifying internal theft and deterrence programs.  This business leader will be a collaborative change agent, recommending, developing, and influencing program and process improvement to drive productivity, and achieve shrink related KPI benchmarks. The ideal candidate will be a self-starter, with advanced analytical skills, a strong attention to detail, with the ability to work in a fast-paced environment. The ideal candidate has the drive and capability to shape multiple new business group strategies and foster ideas and solutions, as necessary.

KEY RESPONSIBILITIES:

Business Leadership

• Lead and clearly articulate the vision and values of the organization and the Asset Protection department within multiple areas of responsibility.

• Cross Functional Leader who participates in team initiatives by serving as a subject matter expert for Asset Protection internal investigations and programs across the company. Perform deep-dives and root cause analysis to answer business questions.

• Leads and develops Asset Protection internal investigations delivering on program initiatives and creating a culture of high performing teams. 

• Influence Change through anticipating future business changes and challenges and proactively developing new or revised solutions. Enable and drive transformational change to further Nordstrom’s success.

• Be data obsessed! Evaluate and analyze company shrink data to identify store, regional and company trends in internal theft. Use findings to draw conclusions, shape informed strategic decisions and drive measurable results.

Shrink Reduction

• Define and lead company internal shrink strategies, supporting programs and directives, including creating specific shrink reduction plans.

• Drive strategy for YoY reductions in shrink performance.

• Develop strategies for the annual strategic business plan goals and objectives. Monitor performance and accountability of the goals and objectives. 

• Provide a collective overview and picture on the effectiveness of the strategy and whether the current objectives are being achieved. Identify opportunities to enhance and strengthen the shrink and risk response strategy and regularly share results with core leadership.

• Manage multiple complex projects concurrently for shrink improvement with responsibility for ensuring results are integrated effectively into the business plan. 

• Take a proactive approach to innovate, develop, implement, and manage programs to reduce shrink, including preventing and detecting issues of theft and dishonesty, that meet both existing and future needs.

Internal Theft andFraud Mitigation

• Develop and implement programs designed to protect Company assets from loss due to internal

theft.

• Provides best in class Internal Investigations and (W/Z) Interviewing Training Programs for field Asset Protection teams in partnership with Learning and Leadership.

• Lead a high-performing team to complete thorough, detailed, and conclusive investigations on suspected internal activity against the company, through prescriptive analytics and field insight.

• Examine investigations process to identify program weaknesses and provide remedial solutions in a timely manner. Responsible for showing the ability to maintain strong departmental investigation practices.

• Help to create and foster an increased understanding and awareness of business field managers’ responsibility for risk assessment and management activities in their daily decision-making processes and procedural guidance. Provide advice and consult with field managers to support more information risk-based thinking and decision-making skills to proactively mitigate or reduce identified exposures.

• Ensure a core competency exists for handling investigations at the store level and that case closures meet all company standards.

• Considers all relevant factors and pursues appropriate decision-making criteria when managing the surveillance strategy and deploying resources.

• Develop, monitor, and interpret key performance indicators (KPIs) in relation to internal investigations strategies.

• Partner with Regional Asset Protection Managers to provide reporting and assist with data and KPIs surrounding internal investigation trends.

People Development 

• Build and maintain strong, collaborative relationships with corporate partners in Legal, Compliance, Finance, Technology, HR and Field Leaders in Operations, and Asset Protection.

• Act as a courageous communicator and collaborator with peers, Asset Protection, and Store Leadership to support and make decisions on strategic initiatives and projects. Sets direction and coaches’ team to achieve results through establishing clear expectations, tactics, and timelines for assigned projects.

• Empower a team of investigators with accountability and ownership to drive internal theft productivity and deterrent processes. Provide clarity around priorities, expectations, goals, and resources as needed and prioritized by the business objectives.

• Coach, mentor, and provide feedback to build high-performing team with diverse backgrounds, perspectives, and experience.

• Provide a roadmap for continued development through the company-initiated development programs

• Own succession planning providing program support to foster readiness for additional responsibility.

CORE COMPETENCIES:

• Decision Quality: Makes sound and timely decisions that keep the organization moving forward.

• Communicates Effectively: Develops and delivers a variety of communication methods that convey a clear understanding of the unique needs of different audiences.

• Drives Results: Persists in accomplishing objectives, even under tough circumstances. Has a track record of successfully achieving priorities. 

• Develops People: Develops people to meet both their career goals and the organization’s goals.

• Has Courage: Steps up to address difficult issues by saying what needs to be said.

QUALIFICATIONS:

• 10 years’ experience in asset protection, loss prevention, and/or investigations.

• Minimum of 5 years’ experience leading teams. Demonstrated ability to lead high performing teams in Asset Protection and investigations.

• Strong business acumen with an ability to influence senior leadership within Nordstrom on best practices to minimize loss due to internal theft.

• Demonstrated ability to lead effective shrink reduction strategy and internal case productivity.

• Ability to multi-task, make decisions and provide guidance in stressful situations.

• Highly analytical, statistical, and capable of managing programs through metrics.

• Strong understanding of case management tools and exception-based reporting platform (Secure 5) and data mining tools.

• Strong time management skills with the capacity to meet deadlines and adjust to changing priorities.

• Effective interpersonal skills both written and verbal with the ability to communicate effectively at all levels of the organization.

• Proficient with MS Office Professional Suite, including advanced knowledge of Excel, Tableau, MS Forms and Power Point.