Manager, Omnichannel Operations

Macy's; McAllen (TX); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Eight paid holidays

Leadership development

Job summary

Macy's is seeking a Manager, Omnichannel Operations to lead the Omni customer service strategy within At Your Service, Signing, and Merchandise Logistics. You will guide a diverse team to ensure merchandise is ready for shipment or in-store pickup as customers request, while coaching staff to excel in product movement and fulfillment.

The role drives sales and profit by exceeding omni-channel performance indicators, and requires building strong relationships across teams to support Macy's

Qualifications

• High School diploma or equivalent required.
• 3-5 years of management experience in a retail environment.
• Ability to lift and move up to 30 lbs; standing and bending as needed.

Responsibilities

• Lead and develop strategies to plan and execute workload on product movement logistics and fulfillment, collaborating with partners to drive sales and profit.
• Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards.
• Elevate the customer experience by delivering on the Omni Customer Experience score and Omni demand metrics.
• Lead and coordinate At Your Service front-of-house staff to deliver excellent customer service and manage product pickup, returns and bill payments.

Skills

Leadership

Operational Excellence

Customer Experience Focus

Team Coordination

People Management

Communication

Technical Skills

Team Player

Education

High School diploma or equivalent

Tools

Microsoft Office Suite

Handheld devices

Job description

Be part of an amazing story

Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Manager, Omnichannel Operations is essential to the growth and success of Macy's Omni customer service strategy within the At Your Service, Signing, and Merchandise Logistics areas. This role guides a diverse and inclusive team to ensure merchandise is ready for shipment or in-store pick-up, whenever and wherever the customer specifies. The Manager hires and coaches staff to manage product movement and fulfillment logistics while maintaining an engaging work environment. Additionally, this role drives sales and profit by exceeding success indicators for the Omni customer experience.

What You Will Do

• Lead and develop strategies to plan and execute workload on product movement logistics and fulfillment. Collaborate with various partners to manage merchandise flow and incoming receipts, driving sales and profit.
• Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards
• Elevate the customer experience by delivering on the Omni Customer Experience score and Omni demand metrics
• Lead and coordinate At Your Service front-of-house staff to deliver excellent customer service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations
• Responsible for leading and managing the successful implementation and achievement of defined SLAs (Service Level Agreements) for Curbside Pick-Up, ensuring a safe, efficient, and punctual experience for customers
• Manage the entire return process of abandoned BOPS/BOSS orders and non-congruent products
• Build productive relationships with all team members to drive key measurements of Macy's customer experience
• Collaborate with and support the Business Administration, Asset Protection, and Merchandising functions on safety, audit, and RFID programs
• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports.
• Establish work strategies, provide insight and decision support, and direct and manage the team to meet or exceed performance and behavioral expectations. Address and resolve concerns.
• Work a flexible retail schedule, including day, evening, holiday, and weekend shifts
• 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 You Will Need

Leadership: Ability to lead and develop strategies for product movement logistics and fulfillment, collaborating effectively with partners to drive sales and profit
Operational Excellence: Proficiency in directing the receiving and processing of merchandise receipts while maintaining back-of-house standards
Customer Experience Focus: Dedication to elevating the Omni Customer Experience score and meeting Omni demand metrics
Team Coordination: Skill in coordinating At Your Service front-of-house staff to deliver exceptional customer service and manage product pickup, returns, and bill payments
Relationship Building: Capability to build productive relationships across teams to enhance Macy's customer experience metrics
People Management: Experience in interviewing, hiring, training, managing, coaching, and developing direct and indirect reports to achieve performance and behavioral expectations
Communication: Consistently clear and effective communicator, writer, and presenter
Technical Skills: Strong proficiency in the Microsoft suite, computers, and handheld devices
Team Player: Energetic team member who collaborates effectively with customers and colleagues

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply.
• 3-5 years of management experience in a retail environment.
• This position requires heavy lifting, constant moving, standing, and reaching with arms and hands.
• Involves standing for at least two consecutive hours, lifting at least 30 lbs. stooping, kneeling, crouching, and climbing ladders
• May involve reaching above eye level
• Requires close vision, color vision, depth perception, and focus adjustment
• Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.