Credit Experience Call Center Manager

Macy's; Mason (OH); On-site; USD 56,000 - 94,000; Full time

Benefits offered by this job

Health & wellness coverage

401(k) match

Paid time off

Eight paid holidays

Job summary

Macy’s in Mason, OH is seeking a Manager, Stores Credit Experience to lead an operational team supporting Macy’s consumer credit cardholders and retail partners. You will drive a high-performing credit customer care operation while ensuring compliance, quality, and exceptional service across channels.

The role involves coaching and developing staff, managing inquiries, and partnering with internal teams to enhance the customer experience while maintaining policy adherence and risk controls.

Qualifications

• High School diploma or equivalent required; 2–5 years of relevant experience preferred.
• Demonstrated knowledge of credit operations, billing management, and regulatory compliance.
• Experience leading customer care teams and cross-functional collaboration.

Responsibilities

• Lead and develop a team of credit customer care professionals and a service lead to achieve performance and service goals.
• Interview, hire, coach, train, and provide regular feedback to strengthen capability, accountability, and team culture.
• Oversee credit-related inquiries, billing issues, payment concerns, and escalations while ensuring policy and regulatory compliance.
• Identify trends in customer feedback and partner cross-functionally to reduce recurring issues.
• Make customer-centered decisions balancing risk, policy, and service excellence.
• Plan and manage daily assignments to meet service level objectives.
• Resolve complex or sensitive credit issues with urgency, empathy, and sound judgment.
• Collaborate with internal partners to align processes and enhance overall customer experience.
• Foster an environment of acceptance and respect that strengthens relationships with colleagues, customers, and communities.

Skills

Credit operations

Leadership

Customer care

Digital service

Data analysis

Cross-functional collaboration

Education

High School diploma

Job description

Macy’s in Mason, OH is seeking a Manager, Stores Credit Experience to lead an operational team supporting Macy’s consumer credit cardholders and retail partners. You will drive a high-performing credit customer care operation while ensuring compliance, quality, and exceptional service across channels.

The role involves coaching and developing staff, managing inquiries, and partnering with internal teams to enhance the customer experience while maintaining policy adherence and risk controls.