Chief AI-Driven Customer Care & Credit Leader

Macy's, Inc.; Deerfield Township (OH); Sur place; USD 120 000 - 170 000; Plein temps

Avantages offerts par ce poste

Health & wellness coverage

401(k) match

Paid time off

Eight paid holidays

Tuition reimbursement

Employee assistance program

Résumé du poste

Macy’s seeks an executive leader to transform Customer Care & Credit Services, driving service excellence and sales growth using AI, automation, analytics, and human-centered leadership. The VP will lead teams across Macy’s, Bloomingdale’s, and Bluemercury from Cincinnati with travel as required.

The ideal candidate has 10+ years in customer care leadership, a hospitality mindset, and strong cross-functional influence to deliver enterprise-wide improvements.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 10+ years of progressive leadership experience in customer care, customer experience, or related service-driven environments.
• Hospitality-centered executive focusing on customer and colleague experiences while driving operational excellence.
• Proven ability to translate strategy into measurable outcomes through collaboration and execution.

Responsabilités

• Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
• Lead transformation of customer service via AI, automation, analytics, and digital self-service.
• Oversee Macy’s, Bloomingdale’s, and Bluemercury customer care and credit operations.
• Govern BPO partnerships for service quality, cost efficiency, and alignment with CX goals.
• Foster hospitality, accountability, and continuous improvement in experiences for customers and colleagues.

Connaissances

Executive Leadership

Customer Experience

Hospitality Mindset

Enterprise Influence

Operational Excellence

Technology & Innovation

Data-Driven Leadership

Talent & Culture

Financial & BPO Leadership

Workforce Management

COE Leadership

Product & Business Acumen

Formation

Bachelor’s degree or equivalent

Description du poste

Macy’s seeks an executive leader to transform Customer Care & Credit Services, driving service excellence and sales growth using AI, automation, analytics, and human-centered leadership. The VP will lead teams across Macy’s, Bloomingdale’s, and Bluemercury from Cincinnati with travel as required.

The ideal candidate has 10+ years in customer care leadership, a hospitality mindset, and strong cross-functional influence to deliver enterprise-wide improvements.