Manager, Omnichannel Operations

Bring Your Amazing Self to Work

At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

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.

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

• Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy's aspires to achieve every day in every way.

• Candidates with a High School diploma or equivalent are encouraged to apply. 3-5 years of management experience in a retail environment.

• This position requires heavy lifting, constant moving, standing, and reaching with arms and hands. Involves standing for at least two consecutive hours, lifting at least 30 lbs. stooping, kneeling, crouching, and climbing ladders. May involve reaching above eye level. Requires close vision, color vision, depth perception, and focus adjustment.

• Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.

What We Can Offer You

• An inclusive, challenging, and refreshingly fun work environment

• Competitive pay and benefits rooted in principles of equity

• Performance incentives and annual merit review

• Merchandise discounts

• Health and Wellness Benefits across medical, dental, vision, and additional insurance

• Retirement Savings Plan with 401k match opportunity

• Employee Assistance Program (mental health counseling and legal/financial advice)

• Resources for continuous learning, career growth, and leadership development

• 8 paid holidays

• Paid Time Off (first year prorated depending on start date)

• Tuition reimbursement program

• Guild education benefit funds 100% of tuition, books, and fees in designated programs

• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities

• Empowerment and autonomy to perform impactful work with tangible results

About Macy's

Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team - Apply Today!

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.

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