Manager, System Stability

Macy's; Deerfield Township (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Merchandise discounts

Performance-based incentives

401(k) match

Tuition reimbursement

Employee Assistance Program

Job summary

Macy's is seeking a Manager, Systems Stability in Deerfield Township, Ohio, to ensure the reliability and performance of support systems. This role requires leading a team while focusing on quality and operational effectiveness.

The ideal candidate will have a strong background in customer care and analytics, driving improvements in colleague and customer experiences through effective system management.

Qualifications

• 3+ years of relevant work experience and/or bachelor’s degree preferred.
• Effective written and verbal communication skills.
• Able to work a flexible schedule based on department and company needs.

Responsibilities

• Lead, coach, and develop a team of Systems professionals.
• Drive proactive system monitoring and incident management.
• Partner with leaders to streamline processes and improve system performance.

Skills

Credit & Customer Care Expertise

Leadership & Team Development

Customer & Colleague Focus

Systems & Digital Acumen

Analytical Thinking

Problem Solving & Decision Making

Collaboration & Influence

Education

Bachelor’s degree or equivalent work experience

Job description

Job Overview

The Manager, Systems Stability ensures the reliability, availability, and performance of a support organization that enables MCCS colleagues through enterprise systems and technology, while leading and developing a high-performing team focused on quality, efficiency, and exceptional service.

The Manager drives improvements in colleague and customer experiences, reduces friction, and strengthens operational effectiveness across channels by advancing system stability, enabling proactive issue resolution, and leading continuous improvement efforts.

What You Will Do

• Lead, coach, and develop a team of Systems professionals to deliver strong service, stability, and performance outcomes.
• Build a high-performing, accountable, and inclusive team by leading hiring, onboarding, training, and ongoing development efforts.
• Drive proactive system monitoring, incident management, and root cause analysis to minimize disruptions and improve reliability.
• Make balanced, informed decisions that prioritize colleagues and customers while considering risk, policy, and business needs.
• Plan and manage daily operations to consistently meet service levels and performance expectations.
• Resolve complex or sensitive technology issues with urgency, sound judgment, and a strong service orientation.
• Partner with leaders and cross-functional teams to streamline processes, improve system performance, and enhance the end-to-end colleague and customer experience.
• Lead continuous improvement efforts focused on simplifying workflows, improving system usability, and enhancing the overall 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: Understands the customer care environment, including credit operations, digital servicing, and front-line support needs.
• Leadership & Team Development: Builds trust, develops talent, and creates a culture of accountability, engagement, and continuous growth.
• Customer & Colleague Focus: Makes decisions that prioritize both the customer and colleague experience, with a focus on reducing friction and improving ease of work.
• Systems & Digital Acumen: Comfortable navigating enterprise systems, support tools, and incident management platforms across multiple channels.
• Analytical Thinking: Uses data, trends, and insights to identify issues, prioritize solutions, and drive continuous improvement.
• Problem Solving & Decision Making: Approaches challenges with a solution-oriented mindset, using sound judgment in fast-paced or ambiguous situations.
• Collaboration & Influence: Builds strong partnerships across teams and influences outcomes to drive alignment and results.

Who You Are

• 3+ years of relevant work experience and/or bachelor’s degree preferred.
• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• Effective written and verbal communication skills; ability to draft reports and other communications; present to management and internal and external business partners; interpret technical documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent; draw and interpret bar graphs.
• Ability to carry out instructions given in written, oral, and diagram form; solve problems involving several concrete variables in practical situations.
• 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

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

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

This position may be eligible for performance-based incentives/bonuses. Benefits include 401(k), 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.

Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.