Manager, Omnichannel Operations
Macy's, New York, NY, United States
Be part of an amazing story. Macy’s is more than just a store— it’s a legacy that has captured the hearts and minds of America for more than 160 years. From the iconic Macy’s 4th of July Fireworks to the wonder of the Thanksgiving Day Parade, we’re proud to be part of unforgettable moments and milestone experiences for customers and colleagues alike.
Job Overview The Manager, Omnichannel Operations plays a pivotal role in driving the success of Macy's Omni customer service strategy within the At Your Service, Signing, and Merchandise Logistics areas. This role leads a diverse and inclusive team to ensure merchandise is ready for shipment or in‑store pickup, whenever and wherever the customer specifies, while meeting sales and profitability targets and maintaining a welcoming work environment.
What You Will Do
Lead strategy development and execution of product movement logistics and fulfillment, collaborating with partners to manage merchandise flow and incoming receipts.
Direct the receiving and processing of all merchandise receipts, maintaining back‑of‑house standards.
Elevate the customer experience by achieving the Omni Customer Experience score and Omni demand metrics.
Coordinate At Your Service front‑of‑house staff to deliver excellent service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations.
Lead and manage the implementation and achievement of defined SLAs for Curbside Pick‑Up to ensure a safe, efficient, and punctual customer experience.
Oversee the 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 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 manage the team to meet or exceed performance and behavioral expectations, addressing and resolving concerns.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster an environment of acceptance, respect, and authentic connection with colleagues, customers, and communities.
Perform additional duties as assigned.
Skills You Will Need
Leadership : Ability to lead strategy for product movement logistics and fulfillment and collaborate 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
High School diploma or equivalent.
3‑5 years of management experience in a retail environment.
Capable of heavy lifting, constant moving, standing, and reaching with arms and hands; ability to stand for at least two hours, lift at least 30 lbs., stoop, kneel, crouch, climb ladders, and reach above eye level.
Excellent visual requirements: close vision, color vision, depth perception, and focus adjustment.
Flexible schedule availability, including days, evenings, weekends, and holidays.
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, comprehensive health and wellness coverage, a 401(k) match, paid time off, eight paid holidays, continuous learning and leadership development, and executive support through Colleague Resource Groups and volunteer opportunities.
Some Additional Benefits We Offer Include
Merchandise discounts
Performance‑based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
About Us Now is a great time to join Macy’s. Whether you’re helping a customer find the perfect gift, streamlining operations in a distribution center, enhancing our online shopping experience, buying in‑style merchandise, 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!
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.
Benefits may include 401(k), 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. Additional benefit details are available at macysJOBS.com.
#J-18808-Ljbffr
Job Overview The Manager, Omnichannel Operations plays a pivotal role in driving the success of Macy's Omni customer service strategy within the At Your Service, Signing, and Merchandise Logistics areas. This role leads a diverse and inclusive team to ensure merchandise is ready for shipment or in‑store pickup, whenever and wherever the customer specifies, while meeting sales and profitability targets and maintaining a welcoming work environment.
What You Will Do
Lead strategy development and execution of product movement logistics and fulfillment, collaborating with partners to manage merchandise flow and incoming receipts.
Direct the receiving and processing of all merchandise receipts, maintaining back‑of‑house standards.
Elevate the customer experience by achieving the Omni Customer Experience score and Omni demand metrics.
Coordinate At Your Service front‑of‑house staff to deliver excellent service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations.
Lead and manage the implementation and achievement of defined SLAs for Curbside Pick‑Up to ensure a safe, efficient, and punctual customer experience.
Oversee the 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 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 manage the team to meet or exceed performance and behavioral expectations, addressing and resolving concerns.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster an environment of acceptance, respect, and authentic connection with colleagues, customers, and communities.
Perform additional duties as assigned.
Skills You Will Need
Leadership : Ability to lead strategy for product movement logistics and fulfillment and collaborate 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
High School diploma or equivalent.
3‑5 years of management experience in a retail environment.
Capable of heavy lifting, constant moving, standing, and reaching with arms and hands; ability to stand for at least two hours, lift at least 30 lbs., stoop, kneel, crouch, climb ladders, and reach above eye level.
Excellent visual requirements: close vision, color vision, depth perception, and focus adjustment.
Flexible schedule availability, including days, evenings, weekends, and holidays.
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, comprehensive health and wellness coverage, a 401(k) match, paid time off, eight paid holidays, continuous learning and leadership development, and executive support through Colleague Resource Groups and volunteer opportunities.
Some Additional Benefits We Offer Include
Merchandise discounts
Performance‑based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
About Us Now is a great time to join Macy’s. Whether you’re helping a customer find the perfect gift, streamlining operations in a distribution center, enhancing our online shopping experience, buying in‑style merchandise, 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!
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.
Benefits may include 401(k), 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. Additional benefit details are available at macysJOBS.com.
#J-18808-Ljbffr