Responsible for overseeing the execution of Big Ticket service strategy and customer experience; coordinating and facilitating contact center support activities to drive service results; developing high-performing teams of People Leaders and customer-facing colleagues; cultivating and maintaining key relationships across the Macy's, Inc., including Logistics, Stores, Technology, and Merchant teams, to improve the customer experience; ensuring departmental goals are met for key customer-facing metrics; promoting a high functioning service culture; interviewing, hiring, training, directing, managing, coaching, developing, coordinating, and evaluating direct and indirect reports; performing other duties as assigned.
Interview, hire, and train direct and indirect reports; provide developmental opportunities; plan, assign, and direct work; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; evaluate performance; coach and discipline employees; address complaints and resolve problems from employees.
Own and foster a business partnership with Logistics, Stores, Technology, Merchant teams, and other internal customers within Macy's, Inc.
Drive business results, including, Customer Effort Score, First Contact Resolution, and Productivity.
Coordinate and facilitate support activities with business partners across MCCS and Macy's, including Workforce Management, Business Intelligence, Agent Experience, Finance, Human Resources, and Learning & Leadership.
Respond to escalated customer issues and members of the business community, internal and external.
Champion projects and initiatives to drive change and business results.
Ensure compliance with state and federal regulations and laws and Macy's policies and procedures.
Regular, dependable, attendance and punctuality.
High school diploma or general education degree (GED) and one to two years of experience required.
Bachelor's degree from four year college or university and one to two years of related experience preferred.
Strong verbal and written communication skills.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Write reports, business correspondence, and procedure manuals.
Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Interpret an extensive variety of technical instructions in mathematical and diagram form.
Solve problems with several abstract and concrete variables.
Regularly required to sit, hear, and talk.
Frequently required to use hands to finger, handle, and feel.
Occasionally required to stand and walk.
Requires close vision.
Ability to effectively lead a large workforce.
Solve complex problems.
Review, analyze, and draw accurate conclusions using reports, data and other relevant information.
Develop and execute innovative ideas.
Drive results; and establish and develop effective business relationships; strong analytical and critical thinking skills.
Willing to take appropriate risks.
Strong customer service orientation; results oriented.
Ability to work a flexible schedule based on department and Company needs.
This job description is not all inclusive. 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.