Communications Leader for Agent Experience

Socket.dev; Mason (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Eight paid holidays

Tuition reimbursement

Job summary

Macy's is seeking a Manager, Agent Experience to lead communications that support MCCS colleagues. You will translate priorities into clear plans, craft messaging for leaders and frontline staff, and partner across Operations, Learning, Change Management, and Communications.

You will develop engaging materials, align messages with business goals, measure impact, and coach leaders in effective communication. This role requires collaborative leadership and a focus on audience understanding.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Experience in corporate communications and change management preferred.
• Ability to translate priorities into engaging messaging for diverse audiences.
• Experience with leadership communications and staff updates.

Responsibilities

• Develop MCCS communication strategies and content for leaders and frontline colleagues.
• Collaborate with Operations, Learning, Change Management, and Communications teams.
• Create leader talking points, FAQs, job aids, and launch communications.
• Ensure messaging aligns with objectives, compliance, and customer service expectations.
• Establish governance for timely, audience-appropriate messaging across channels.
• Monitor metrics and feedback to improve communication effectiveness.
• Support leaders with guidance to communicate expectations and address questions.

Skills

Communication Strategy

Message Development

Contact Center Operations

Stakeholder Collaboration

Leadership

Written & Verbal Communication

Organizational Skills

Education

Bachelor's degree or equivalent

Job description

Macy's is seeking a Manager, Agent Experience to lead communications that support MCCS colleagues. You will translate priorities into clear plans, craft messaging for leaders and frontline staff, and partner across Operations, Learning, Change Management, and Communications.

You will develop engaging materials, align messages with business goals, measure impact, and coach leaders in effective communication. This role requires collaborative leadership and a focus on audience understanding.