Credit Care Operations Manager

Macy's; Deerfield Township (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Macy's is seeking a Manager, Stores Credit Experience to lead a high‑performing credit customer care team and drive service excellence across channels.

You will hire, coach, and develop staff, manage inquiries and escalations, and partner with internal teams to optimize processes while ensuring compliance and risk controls are in place. A customer‑centric, data‑driven leader thrives here.

Qualifications

• Credit operations knowledge and regulatory awareness.
• Experience leading a customer care team and driving performance.
• Ability to interpret data trends to improve outcomes.

Responsibilities

• Lead and develop credit customer care teams to meet service goals.
• Interview, hire, coach, and provide feedback to staff.
• Oversee inquiries, billing issues, payments, and escalations.
• Identify trends and partner across teams to reduce issues.
• Balance risk, policy and service in customer decisions.
• Plan daily assignments to meet SLAs.
• Resolve complex credit issues with empathy and judgment.
• Collaborate with internal partners to improve processes.
• Foster inclusive culture and authentic colleague connections.

Skills

Credit operations

Customer care

Regulatory compliance

Leadership

Data analysis

Cross-functional collaboration

Education

High School diploma or equivalent

Job description

Macy's is seeking a Manager, Stores Credit Experience to lead a high‑performing credit customer care team and drive service excellence across channels.

You will hire, coach, and develop staff, manage inquiries and escalations, and partner with internal teams to optimize processes while ensuring compliance and risk controls are in place. A customer‑centric, data‑driven leader thrives here.