Call Center Manager

Macy's; Mason (OH); On-site; USD 56,300 - 93,700; Full time

Benefits offered by this job

401k

Medical/Vision/Dental Insurance

Paid Time Off

Holidays

Job summary

Macy's is seeking a Manager for Payment Disputes & Consumer Credit in Mason, Ohio, to lead a talented team focusing on resolving payment disputes for credit cardholders. This role involves strategic leadership, performance monitoring, and ensuring high-quality customer service.

With a foundation of 2-5 years of relevant experience and a high school diploma, the ideal candidate is an adaptable leader committed to fostering a positive workplace culture.

Competitive pay including performance incentives and comprehensive benefits are offered.

Qualifications

• 2-5 years of relevant experience in a customer care or leadership role.
• Ability to sit, talk, hear; use hands/fingers for tasks.
• Must be flexible based on department and company needs.

Responsibilities

• Lead, coach, and manage a team of 20–25 colleagues.
• Monitor and analyze KPIs, identifying improvement opportunities.
• Prepare and deliver reports and performance updates to leadership.

Skills

Team Leadership

Strategic Thinking

Problem Solving

Effective Communication

Adaptability

Education

High School diploma or equivalent

Job description

Full time Schedule

$56,300

-

$93,700

Annually*

* based on job, location, and schedule

Hot Job

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, 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. Click here to see details on benefits.

Job Description

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.

Job Overview

The Manager, Payment Disputes & Consumer Credit oversees operational teams that support Macy’s and Bloomingdale’s credit cardholders by resolving payment disputes and consumer credit inquiries. The role ensures efficient service delivery through strong leadership, data‑driven decision-making, and a focus on customer satisfaction. This leader advances servicing strategies that strengthen performance, customer experience, and operational excellence.

What You Will Do

• Lead, coach, and manage a team of approximately 20–25 colleagues within a customer care call center environment.
• Develop team capabilities to strengthen service quality and customer retention.
• Provide coaching and guidance to ensure alignment with organizational objectives.
• Monitor and analyze KPIs, identifying improvement opportunities and implementing corrective actions.
• Foster a high‑performance culture that supports continuous learning and development.
• Stay informed on industry trends, competitor activity, and market conditions to identify new opportunities.
• Build and maintain effective relationships with internal and external stakeholders.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Prepare and deliver reports and performance updates to senior leadership.
• 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.

Skills You Will Need

Team Leadership: Guides teams with clarity and confidence to achieve strong performance and high engagement.

Strategic Thinking: Uses data and insights to design coaching strategies that elevate customer experience and operational results.

Problem Solving: Evaluates issues quickly and develops effective, practical solutions.

Effective Communication: Conveys information clearly to motivate teams and build strong cross‑functional partnerships.

Adaptability: Adjusts strategies and approaches to meet evolving customer needs and business priorities.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply. 2-5 years of relevant experience.
• 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 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 to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

Some additional benefits we offer include:

• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice

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!

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