Chief AI-Driven Customer Care & Credit Transformation

Bloomingdale's Inc.; Deerfield Township (OH); On-site; USD 260,000 - 380,000; Full time

Job summary

Macy’s, Inc. seeks a transformational leader to reimagine Customer Care, Credit Services, and selling operations. You will guide AI-enabled modernization, analytics, and human-centered leadership to improve customer experiences and drive enterprise value.

Based in Cincinnati with travel, you will build high-performing teams across Macy’s brands, develop leaders, and align operations with the company’s bold new chapter strategy. This role demands exceptional leadership and strategic execution.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• 10+ years of progressive leadership experience in customer care, customer experience, customer center operations, selling or related service-driven environments.
• Hospitality-centered executive who creates exceptional customer and colleague experiences while driving operational excellence, business performance, and sustainable growth.
• Transformational executive who inspires high-performing teams, develops talent, drives innovation, and turns strategy into measurable outcomes.

Responsibilities

• Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
• Lead transformation of customer service capabilities through AI, automation, analytics, digital self-service, and emerging technologies.
• Oversee call centers, credit services, collections, selling, and issue resolution across Macy’s, Bloomingdale’s and Bluemercury.
• Provide strategic leadership and governance for BPO partnerships, ensuring operational excellence, service quality, and cost efficiency.

Skills

Executive Leadership

Customer Experience Strategy

Hospitality Mindset

Enterprise Influence

Operational Excellence

Technology & Innovation

Data-Driven Leadership

Talent & Culture Development

Financial & BPO Leadership

Workforce Management

COE Leadership

Product & Business Acumen

Education

Bachelor's degree or equivalent experience

Job description

Macy’s, Inc. seeks a transformational leader to reimagine Customer Care, Credit Services, and selling operations. You will guide AI-enabled modernization, analytics, and human-centered leadership to improve customer experiences and drive enterprise value.

Based in Cincinnati with travel, you will build high-performing teams across Macy’s brands, develop leaders, and align operations with the company’s bold new chapter strategy. This role demands exceptional leadership and strategic execution.