Omnichannel Fulfillment & Customer Experience Lead

Macy's; Costa Mesa (CA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Merchandise discounts

Performance-based incentives

Annual merit review

Employee Assistance Program

Tuition reimbursement

Job summary

Macy's in Costa Mesa, CA is hiring a Manager, Omnichannel Operations to lead product movement logistics, fulfillment, and curbside services. You will hire, coach, and manage staff while driving the Omni customer experience and meeting SLA targets.

The role spans At Your Service, Signing, and Merchandise Logistics with emphasis on teamwork and operational excellence. The position requires 3–5 years of retail management experience, a high school diploma or equivalent, and a willingness to work a

Qualifications

• 3–5 years of management experience in a retail environment.

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, 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 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

Leadership

Operational Excellence

Customer Experience Focus

Team Coordination

Relationship Building

People Management

Communication

Technical Skills

Team Player

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

Macy's in Costa Mesa, CA is hiring a Manager, Omnichannel Operations to lead product movement logistics, fulfillment, and curbside services. You will hire, coach, and manage staff while driving the Omni customer experience and meeting SLA targets.

The role spans At Your Service, Signing, and Merchandise Logistics with emphasis on teamwork and operational excellence. The position requires 3–5 years of retail management experience, a high school diploma or equivalent, and a willingness to work a