Sr. Manager, Process Design and Optimization
Macy's, New York, NY, United States
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 traditions and inspiring stores and irresistible products and 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 Senior Manager, Process Design & Optimization is responsible for leading the execution and delivery of scalable marketing process improvements across Macy’s Marketing organization. Reporting to the Director, Process Design & Optimization, this role focuses on designing, implementing, and operationalizing end‑to‑end marketing processes that improve efficiency, enable automation, and support evolving ways of working. This role works across marketing platforms, systems, and technologies to ensure that process designs are effectively translated into system configuration, platform automation, and governed execution. The Senior Manager plays a hands‑on role in process delivery, leading initiatives from discovery through hypercare and ensuring solutions are successfully adopted and sustained. In addition, this position oversees a team of change management and training specialists, ensuring that new processes, automation capabilities, and AI‑enabled enhancements are fully embedded across marketing teams and collaborative partner organizations.
What You Will Do
Process Design & Optimization Execution
Lead hands‑on execution of marketing process initiatives, actively engaging in discovery, analysis, design, validation, and delivery
Apply a consistent end‑to‑end process delivery framework – Discovery, Design, Configuration, Training, Go Live, and Hypercare – to ensure high‑quality, repeatable outcomes
Conduct detailed process discovery by identifying existing practices, documenting current‑state workflows, and gathering pain points across marketing teams and partner groups
Translate findings into well‑defined future‑state process designs, including process maps, swim lanes, decision logic, roles, and handoffs
Facilitate working sessions to validate future‑state processes with stakeholders, incorporating feedback and driving alignment
Ensure processes are designed to improve speed, reduce manual effort, and enable scalability and consistency across marketing workflows
Automation & AI‑Enabled Process Enablement
Identify opportunities to embed platform automation, traditional RPA, and emerging AI capabilities into marketing processes
Partner with technology and automation teams to define automation requirements grounded in process design
Ensure process designs support intelligent workflow routing, decisioning, orchestration, and exception handling
Support testing, rollout, and adoption of AI‑enabled process capabilities in alignment with governance and responsible AI principles
Continuously evaluate process performance to identify additional automation and optimization opportunities
Platform & System Translation
Work across marketing platforms and systems to ensure process designs are accurately reflected in system workflows, configurations, and controls
Validate that systems function as execution engines for defined processes, not manual workarounds or shadow processes
Ensure process designs account for downstream impacts such as integrations, handoffs, reporting, and data integrity
Support governed execution by aligning process and system changes with established standards and controls
Change Management, Training & Adoption
Lead and develop a team of change management and training specialists responsible for driving adoption of new processes and technologies
Define and execute change strategies that support understanding, engagement, and sustained behavioral change
Oversee development of training programs, job aids, playbooks, and onboarding materials aligned to both process intent and system behavior
Partner with marketing leaders to reinforce accountability for process adherence and long‑term adoption
Cross‑Functional Collaboration & Influence
Partner with Marketing, Merchandising, Digital, Technology, Product, and Analytics teams to ensure process execution supports business priorities
Serve as a trusted delivery partner by translating complex requirements into clear, executable process solutions
Lead workshops, working sessions, and stakeholder engagements to drive alignment and decision making
Measurement & Continuous Improvement
Support definition of success metrics related to process efficiency, automation effectiveness, and adoption outcomes
Monitor post-launch performance, identifying gaps, risks, and improvement opportunities
Incorporate feedback, data, and evolving needs into iterative process enhancements
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
Basic Qualifications
8–10+ years of experience in process design, operational excellence, or business transformation, preferably within marketing or adjacent functions
Proven experience leading complex, cross‑functional process initiatives through implementation and adoption
Experience with marketing operations technology applications
Experience designing processes that enable system automation, workflow automation, or AI enabled solutions
Demonstrated people leadership experience, including managing change management or enablement teams
Strong stakeholder communication, facilitation, and influence skills in matrixed organizations
Preferred Qualifications
Process Improvement & Transformation Certifications, such as Six Sigma (Green Belt, Black Belt, or equivalent), BPM Certification, Prosci Change Management Certification
Experience applying formal process improvement methodologies within marketing, creative operations, or enterprise workflow environments
Experience with Adobe Content Supply Chain solutions (Workfront, AEM, Target, etc.)
Familiarity with process maturity models and operational excellence frameworks
Exposure to RPA, intelligent automation, or agentic AI concepts and applications
Who You Are
Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.
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. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Build community by joining a Colleague Resource Group and make a difference through volunteer opportunities.
Additional Benefits
Merchandise discounts
Performance‑based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
Access the full menu of benefits offerings here.
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!
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 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.
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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 traditions and inspiring stores and irresistible products and 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 Senior Manager, Process Design & Optimization is responsible for leading the execution and delivery of scalable marketing process improvements across Macy’s Marketing organization. Reporting to the Director, Process Design & Optimization, this role focuses on designing, implementing, and operationalizing end‑to‑end marketing processes that improve efficiency, enable automation, and support evolving ways of working. This role works across marketing platforms, systems, and technologies to ensure that process designs are effectively translated into system configuration, platform automation, and governed execution. The Senior Manager plays a hands‑on role in process delivery, leading initiatives from discovery through hypercare and ensuring solutions are successfully adopted and sustained. In addition, this position oversees a team of change management and training specialists, ensuring that new processes, automation capabilities, and AI‑enabled enhancements are fully embedded across marketing teams and collaborative partner organizations.
What You Will Do
Process Design & Optimization Execution
Lead hands‑on execution of marketing process initiatives, actively engaging in discovery, analysis, design, validation, and delivery
Apply a consistent end‑to‑end process delivery framework – Discovery, Design, Configuration, Training, Go Live, and Hypercare – to ensure high‑quality, repeatable outcomes
Conduct detailed process discovery by identifying existing practices, documenting current‑state workflows, and gathering pain points across marketing teams and partner groups
Translate findings into well‑defined future‑state process designs, including process maps, swim lanes, decision logic, roles, and handoffs
Facilitate working sessions to validate future‑state processes with stakeholders, incorporating feedback and driving alignment
Ensure processes are designed to improve speed, reduce manual effort, and enable scalability and consistency across marketing workflows
Automation & AI‑Enabled Process Enablement
Identify opportunities to embed platform automation, traditional RPA, and emerging AI capabilities into marketing processes
Partner with technology and automation teams to define automation requirements grounded in process design
Ensure process designs support intelligent workflow routing, decisioning, orchestration, and exception handling
Support testing, rollout, and adoption of AI‑enabled process capabilities in alignment with governance and responsible AI principles
Continuously evaluate process performance to identify additional automation and optimization opportunities
Platform & System Translation
Work across marketing platforms and systems to ensure process designs are accurately reflected in system workflows, configurations, and controls
Validate that systems function as execution engines for defined processes, not manual workarounds or shadow processes
Ensure process designs account for downstream impacts such as integrations, handoffs, reporting, and data integrity
Support governed execution by aligning process and system changes with established standards and controls
Change Management, Training & Adoption
Lead and develop a team of change management and training specialists responsible for driving adoption of new processes and technologies
Define and execute change strategies that support understanding, engagement, and sustained behavioral change
Oversee development of training programs, job aids, playbooks, and onboarding materials aligned to both process intent and system behavior
Partner with marketing leaders to reinforce accountability for process adherence and long‑term adoption
Cross‑Functional Collaboration & Influence
Partner with Marketing, Merchandising, Digital, Technology, Product, and Analytics teams to ensure process execution supports business priorities
Serve as a trusted delivery partner by translating complex requirements into clear, executable process solutions
Lead workshops, working sessions, and stakeholder engagements to drive alignment and decision making
Measurement & Continuous Improvement
Support definition of success metrics related to process efficiency, automation effectiveness, and adoption outcomes
Monitor post-launch performance, identifying gaps, risks, and improvement opportunities
Incorporate feedback, data, and evolving needs into iterative process enhancements
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities
Basic Qualifications
8–10+ years of experience in process design, operational excellence, or business transformation, preferably within marketing or adjacent functions
Proven experience leading complex, cross‑functional process initiatives through implementation and adoption
Experience with marketing operations technology applications
Experience designing processes that enable system automation, workflow automation, or AI enabled solutions
Demonstrated people leadership experience, including managing change management or enablement teams
Strong stakeholder communication, facilitation, and influence skills in matrixed organizations
Preferred Qualifications
Process Improvement & Transformation Certifications, such as Six Sigma (Green Belt, Black Belt, or equivalent), BPM Certification, Prosci Change Management Certification
Experience applying formal process improvement methodologies within marketing, creative operations, or enterprise workflow environments
Experience with Adobe Content Supply Chain solutions (Workfront, AEM, Target, etc.)
Familiarity with process maturity models and operational excellence frameworks
Exposure to RPA, intelligent automation, or agentic AI concepts and applications
Who You Are
Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.
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. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Build community by joining a Colleague Resource Group and make a difference through volunteer opportunities.
Additional Benefits
Merchandise discounts
Performance‑based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
Access the full menu of benefits offerings here.
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!
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 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