Manager, Omnichannel Operations

Macy's, Inc.; Seattle (WA); Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Merchandise discounts

Performance-based incentives

Annual merit review

401k match

Résumé du poste

Macy’s, Inc. seeks a Manager, Omnichannel Operations to lead product movement logistics and fulfillment for omni-channel channels. You will drive sales and profits by optimizing merchandise flow, inbound receipts, and customer experiences across At Your Service, Signing, and Merchandise Logistics.

You will hire, coach, and develop a diverse team, manage SLAs for curbside pickup, and partner with safety, audit, and RFID initiatives to maintain standards. Flexible retail scheduling is required.

Qualifications

• Requires High School diploma or equivalent and 3–5 years of management experience in a retail environment.
• Leads strategies for product movement logistics, fulfillment, and omni-channel customer experience.
• Strong communication, coaching, and team leadership to drive store and back-of-house operations.

Responsabilités

• Lead and develop strategies to plan and execute workload on product movement logistics and fulfillment.
• 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 front-of-house staff to support customer service, product pickup, returns, and bill payments; adapt between At Your Service and Curbside.
• Ensure SLAs for Curbside Pick-Up are met with safe, efficient, and timely customer experiences.
• Oversee returns processing for abandoned orders and non-congruent products.
• Build relationships across teams to improve Macy's customer experience metrics.
• Collaborate on safety, audit, and RFID programs with relevant departments.
• Recruit, train, evaluate, and develop staff; provide direction and resolve concerns.
• Work a flexible schedule including day, evening, holiday, and weekend shifts.
• Foster an inclusive environment and authentic connections with coworkers and customers.
• Other duties may be assigned.

Connaissances

Leadership

Operational Excellence

Customer Experience Focus

Team Coordination

People Management

Communication

Technical Skills

Team Player

Formation

High School diploma or equivalent

3-5 years of management experience in a retail environment

Outils

Microsoft Office

Handheld devices

Description du poste

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.

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.

Some Additional Benefits We Offer Include

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

Access the full menu of benefits offerings here.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives.

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

STORES00

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.