Learning & Agent Experience Manager

Macy's; Deerfield Township (OH); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Holidays

Tuition reimbursement

Merchandise discounts

Employee Assistance Program

Job summary

Macy's is seeking a Manager, Agent Experience to shape and execute learning strategies for the Credit & Customer Service teams. You will develop curricula, partner with SMEs, and deliver engaging learning experiences across geographies to drive performance and growth.

You will lead recruitment, onboarding, coaching, and performance management for training staff while aligning programs with regulatory requirements and customer service standards.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Experience with adult learning principles and instructional design.
• Strong understanding of contact center operations and performance metrics.
• Proven ability to develop engaging training materials and programs.

Responsibilities

• Develop and manage training curricula, content, and continuous education programs.
• Identify learning needs with SMEs and stakeholders to close content gaps.
• Design and deliver instructor-led and e-learning solutions, job aids, and multimedia resources.
• Ensure programs align with regulatory requirements, customer service standards, and best practices.
• Lead governance for learning content and use LMS to monitor progress and outcomes.
• Coach and develop training teams to deliver high-quality program delivery.

Skills

Adult Learning Principles

Instructional Design

Contact Center Operations

Content Development

Collaboration & Partnership

Learning Technology Proficiency

Analytics & Measurement

Leadership

Communication Skills

Organizational Effectiveness

Education

Bachelor's degree or equivalent

Tools

LMS

Learning Technologies

Job description

Macy's is seeking a Manager, Agent Experience to shape and execute learning strategies for the Credit & Customer Service teams. You will develop curricula, partner with SMEs, and deliver engaging learning experiences across geographies to drive performance and growth.

You will lead recruitment, onboarding, coaching, and performance management for training staff while aligning programs with regulatory requirements and customer service standards.