Manager, Omnichannel Operations

Manager, Omnichannel Operations

Be part of an amazing story. Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditionsabout inspiring stores and irresistible productsabout the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Manager, Omnichannel Operations is essential to the growth and success of Macy's Omni customer service strategy within the At Your Service, Signing, and Merchandise Logistics areas. This role guides a diverse and inclusive team to ensure merchandise is ready for shipment or in-store pick-up, whenever and wherever the customer specifies. The Manager hires and coaches staff to manage product movement and fulfillment logistics while maintaining an engaging work environment. Additionally, this role drives sales and profit by exceeding success indicators for the Omni customer experience.

What You Will Do

• Lead and develop strategies to plan and execute workload on product movement logistics and fulfillment. Collaborate with various partners to manage merchandise flow and incoming receipts, driving sales and profit.
• Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards
• Elevate the customer experience by delivering on the Omni Customer Experience score and Omni demand metrics
• Lead and coordinate At Your Service front-of-house staff to deliver excellent customer service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations
• Responsible for leading and managing the successful implementation and achievement of defined SLAs (Service Level Agreements) for Curbside Pick-Up, ensuring a safe, efficient, and punctual experience for customers
• Manage the entire return process of abandoned BOPS / BOSS orders and non-congruent products
• Build productive relationships with all team members to drive key measurements of Macy's customer experience
• Collaborate with and support the Business Administration, Asset Protection, and Merchandising functions on safety, audit, and RFID programs
• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports. Establish work strategies, provide insight and decision support, and direct and manage the team to meet or exceed performance and behavioral expectations. Address and resolve concerns.
• Work a flexible retail schedule, including day, evening, holiday, and weekend shifts
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
• In addition to the essential duties mentioned above, other duties may be assigned

Skills You Will Need

Leadership : Ability to lead and develop strategies for product movement logistics and fulfillment, collaborating effectively with partners to drive sales and profit

Operational Excellence : Proficiency in directing the receiving and processing of merchandise receipts while maintaining back-of-house standards

Customer Experience Focus : Dedication to elevating the Omni Customer Experience score and meeting Omni demand metrics

Team Coordination : Skill in coordinating At Your Service front-of-house staff to deliver exceptional customer service and manage product pickup, returns, and bill payments

Relationship Building : Capability to build productive relationships across teams to enhance Macy's customer experience metrics

People Management : Experience in interviewing, hiring, training, managing, coaching, and developing direct and indirect reports to achieve performance and behavioral expectations

Communication : Consistently clear and effective communicator, writer, and presenter

Technical Skills : Strong proficiency in the Microsoft suite, computers, and handheld devices

Team Player : Energetic team member who collaborates effectively with customers and colleagues

Who You Are

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include :

About Us

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

Join us and help write the next chapter in our story - apply today!

Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.