Manager, Digital Customer Care; Afternoon​/Evening​/Weekend Rotation

Overview

Mason, OH, United States

Full-time Schedule

$56,300 – 93,700 Annually*

* based on job, location, and schedule

This role operates out of Mason, Ohio and the work schedule is 1pm to 10pm with a weekend rotation.

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…about inspiring stores and irresistible products…about 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.

The Manager, Macy’s Digital Customer Care leads a high-performing contact center team that delivers personalized, exceptional experiences for top customers. The manager coaches and develops Digital Customer Care colleagues to achieve sales KPIs in a fast-paced, multi-channel environment. The role oversees a team that supports customers through voice and chat, executes proactive outreach, and participates in relationship-building initiatives.

The Manager, Macy’s Digital Customer Care is responsible for hiring, training, coaching, and developing an hourly Customer Care team while cultivating a culture of elevated service. The manager monitors service levels, quality, and sales metrics, provides real-time guidance, and resolves escalated inquiries.

• Lead and oversee a team of 15–20 Customer Care colleagues in a fast-paced, multi-channel digital environment.
• Hire, train, coach, and develop colleagues to consistently exceed service and sales expectations.
• Cultivate a high-performance culture that delivers exceptional, personalized service for top customers while driving upselling, cross-selling, and achievement of sales KPIs.
• Monitor daily service levels, quality, and sales metrics; provide real-time coaching, escalation support, and resolution for complex customer inquiries.
• Maintain effective onboarding, ongoing training, and skill development programs to ensure team confidence and proficiency.
• Build strong collaborative relationships and communicate regularly with cross-functional partners (MCCS, Stores, Workforce Management, Learning & Leadership, HR, AX, and Strategy).
• Identify, recommend, and implement process improvements that enhance both colleague and customer experience.
• Lead and manage projects and initiatives that improve departmental performance, customer satisfaction, and business results.
• Maintain regular, dependable attendance and punctuality.
• 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.

Team Leadership
:
The candidate should possess strong leadership skills to effectively manage and inspire their team, driving them towards achieving sales targets and objectives.

Strategic thinking
:
The candidate must be able to develop and implement coaching strategies to optimize customer experience and drive performance improvements. They should be able to analyze data, identify trends, and make data-driven decisions to enhance operations.

Problem-solving skills
:
The ability to identify and address service issues and challenges. The candidate should be able to think critically, analyze problems, and develop effective solutions.

Effective Communication
:
Excellent communication skills, both verbal and written, are necessary to effectively convey information, motivate the team, and build relationships with stakeholders.

Adaptability
:
The candidate should be adaptable and flexible, able to adjust strategies and approaches in response to changing market conditions, customer needs, and internal dynamics.

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 2-5 years of relevant work experience.
• This role involves performing essential job functions such as communication, collaboration, and use of…