Manager, Omnichannel Operations

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, the role drives sales and profit by exceeding success indicators for the Omni customer experience.

• 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.
• Lead and manage 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 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.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Other duties may be assigned.

• 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 Microsoft suite, computers, and handheld devices.
• Team Player:
  Energetic team member who collaborates effectively with customers and colleagues.

• High School diploma or equivalent.
• 3‑5 years of management experience in a retail environment.
• Physical ability: heavy lifting, constant moving, standing, and reaching with arms and hands; standing for at least two consecutive hours; lifting at least 30 lbs; stooping, kneeling, crouching, and climbing ladders; 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.

• Competitive pay and benefits.
• Comprehensive health and wellness coverage.
• 401(k) match.
• Paid time off and eight paid holidays.
• Continuous learning and leadership development.
• Colleague Resource Groups and volunteer opportunities.
• Merchandise discounts.
• Performance‑based incentives.
• Annual merit review.
• Employee Assistance Program with mental health counseling and legal/financial advice.
• Tuition reimbursement.

Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.