Manager, Agent Experience Communications

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

Job summary

Macy's is seeking a Manager, Agent Experience to lead communication strategies for the MCCS colleague experience. You will partner with Operations, Learning, Change Management, and stakeholders to translate priorities into content that informs, engages, and enables frontline teams across locations.

You will develop governance, measure impact, and coach leaders to cascade messages effectively while staying compliant and aligned with business goals at Macy's.

Qualifications

• Ability to develop audience-centered communication plans that translate business priorities, operational changes, and colleague experience initiatives into clear, actionable messaging for People Leaders and frontline colleagues.
• Strong in writing clear, concise, and audience-relevant communications, including leader talking points, frontline updates, FAQs, and change messages.
• Strong understanding of the operational aspects of a contact center.
• Ability to create engaging, practical communication materials that help leaders cascade information and help frontline colleagues understand what is changing, why it matters, and what actions are expected.
• Ability to partner effectively with MCCS Operations, Learning, Change Management, Communications, and business partners to align messaging, manage inputs, and support consistent execution.
• Strong leadership skills to manage recruitment, training, supervision, coaching, and evaluation of reports.
• Excellent written, verbal, and interpersonal communication skills with the ability to simplify complex information, tailor messages by audience, and support leader cascade across MCCS.
• Strong organizational

Responsibilities

• Develop and manage MCCS communication strategies, messaging, and content that support People Leaders and frontline colleagues through business updates, operational changes, colleague experience initiatives, and performance priorities.
• Partner with Operations, Learning, Change Management, Communications, and subject matter experts to assess communication needs, evaluate audience impacts, identify message gaps, and enhance communication effectiveness.
• Create and deliver clear, engaging communication materials, including leader talking points, frontline updates, FAQs, job aids, launch communications, meeting content, and other resources that enable effective message cascades.
• Ensure communications align with business objectives, operational priorities, colleague experience goals, compliance requirements, and customer service expectations.
• Establish and maintain communication governance processes that ensure messaging is accurate, timely, audience-appropriate, and consistently delivered across channels.
• Monitor communication metrics, stakeholder feedback, and performance indicators to assess message reach, understanding, adoption, and overall effectiveness.
• Equip People Leaders with the tools, resources, context, and guidance needed to confidently communicate expectations, reinforce key messages, and address colleague questions.
• Measure communication effectiveness through leader feedback, colleague sentiment, adoption trends, operational outcomes, and performance data; use insights to continuously improve communication strategies and execution.
• Stay current on communication, change management, employee engagement, and learning industry trends, emerging technologies, and best practices.
• Lead, coach, and develop direct and indirect reports by providing clear direction, performance feedback, developmental opportunities, decision support, and accountability for achieving team goals and behavioral expectations.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Skills

Communication Strategy

Message Development

Contact Center Operations

Communication Content Development

Stakeholder Collaboration

Leadership

Communication

Organizational Skills

Job description

Macy's is seeking a Manager, Agent Experience to lead communication strategies for the MCCS colleague experience. You will partner with Operations, Learning, Change Management, and stakeholders to translate priorities into content that informs, engages, and enables frontline teams across locations.

You will develop governance, measure impact, and coach leaders to cascade messages effectively while staying compliant and aligned with business goals at Macy's.