Manager, Stores Credit Experience Manager

Macy's; Deerfield Township (OH); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Macy's is seeking a Manager, Stores Credit Experience to lead a high‑performing credit customer care team and drive service excellence across channels.

You will hire, coach, and develop staff, manage inquiries and escalations, and partner with internal teams to optimize processes while ensuring compliance and risk controls are in place. A customer‑centric, data‑driven leader thrives here.

Qualifications

• Credit operations knowledge and regulatory awareness.
• Experience leading a customer care team and driving performance.
• Ability to interpret data trends to improve outcomes.

Responsibilities

• Lead and develop credit customer care teams to meet service goals.
• Interview, hire, coach, and provide feedback to staff.
• Oversee inquiries, billing issues, payments, and escalations.
• Identify trends and partner across teams to reduce issues.
• Balance risk, policy and service in customer decisions.
• Plan daily assignments to meet SLAs.
• Resolve complex credit issues with empathy and judgment.
• Collaborate with internal partners to improve processes.
• Foster inclusive culture and authentic colleague connections.

Skills

Credit operations

Customer care

Regulatory compliance

Leadership

Data analysis

Cross-functional collaboration

Education

High School diploma or equivalent

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, Stores Credit Experience leads an operational team supporting Macy’s consumer credit cardholders and retail partners. This role drives a high-performing credit customer care team while ensuring compliance, quality, and exceptional service. It plays a critical part in elevating credit customer experiences, reducing friction, and strengthening operational efficiency across channels.

What You Will Do

• 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, 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

Credit & Customer Care Expertise: Demonstrates strong knowledge of credit operations, billing management, and regulatory compliance.

Inspirational Leadership: Builds trust, empowers teams, and fosters a culture of performance, empathy, and growth.

Customer-Centric Decision Making: Applies balanced judgment rooted in customer care philosophy and policy understanding.

Digital Care Competency: Navigates digital service platforms and multi‑channel communication tools with ease.

Analytical Acumen: Interprets data, trends, and performance metrics to inform decisions and improve outcomes.

Collaboration & Communication: Builds effective partnerships across teams with clear, professional communication.

Who You Are

• Candidates with a High School diploma or equivalent are encouraged to apply. 2-5 years of direct experience preferred.
• This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
• Able to work a flexible schedule 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.

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.