VP, Customer Care and Credit Services

Job Overview

The Vice President, Macy’s Customer Care & Credit Services is a transformational leader at the center of how Macy’s, Bloomingdale’s, and Bluemercury serve, understand, and engage millions of customers each year. This role is an opportunity to reimagine customer care as a powerful engine for service excellence, customer insight, and sales growth using AI, automation, analytics, and human-centered leadership to make every interaction more personal, productive, and connected.

The ideal leader is energized by the possibilities of AI and emerging technologies and knows how to translate that excitement into practical strategies that improve the customer experience, empower colleagues, strengthen credit and care operations, and unlock new sources of enterprise value. Leading customer care, credit services, selling, collections, and strategic BPO partnerships, this executive will build high-performing teams, modernize capabilities, and create experiences that deepen loyalty, drive operational excellence, and advance Macy’s bold new chapter strategy.

This role will be based in Cincinnati and will require domestic and international travel.

• Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
• Lead the transformation and modernization of customer service capabilities through AI, automation, analytics, digital self-service, and emerging technologies.
• Oversee customer care call centers, credit service, collections, selling, and issue resolution operations across Macy’s, Bloomingdale’s and Bluemercury.
• Provide strategic leadership and governance for BPO partnerships, ensuring operational excellence, service quality, cost efficiency, and alignment with customer experience goals.
• Foster a culture of hospitality, accountability, and continuous improvement to deliver exceptional customer and colleague experiences.
• Lead a large-scale customer engagement organization, ensuring achievement of customer, operational, financial, quality, compliance, and performance objectives.
• Build, develop, and inspire high‑performing leadership teams while strengthening organizational capability, colleague engagement, succession planning, and talent development.
• Establish performance management disciplines, operating rhythms, and governance frameworks that drive execution, accountability, and measurable results.
• Optimize operating models, workforce strategies, business processes, and resource allocation to enhance efficiency, scalability, and service performance.
• Partner across Credit, Digital, Stores, Technology, Finance, HR, Legal, and external organizations to drive customer experience excellence, business transformation, and enterprise‑wide operational strategy.
• 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.

Executive Leadership: Proven success leading large-scale, complex customer organizations, driving performance through strategic vision, strong leadership, operational discipline, and a people‑first approach.

Customer Experience Strategy: Demonstrated ability to define and execute customer experience and service transformation strategies that strengthen loyalty, engagement, and business performance.

Hospitality Mindset: Passion for creating customer and colleague experiences that are welcoming, seamless, and memorable, while fostering a culture of care, respect, and service excellence.

Enterprise Influence and Partnership: Proven ability to build trusted relationships, influence senior leaders, and drive alignment across functions, brands, business units, and external partners.

Operational Excellence: Deep expertise in customer care operations, credit services, collections, workforce management, quality assurance, compliance, and continuous improvement.

Technology & Innovation: Experience leading customer service modernization through AI, automation, digital self-service, analytics, and workforce optimization technologies.

Data‑Driven…