Omnichannel Fulfillment & Customer Experience Lead

Socket.dev; McAllen (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Merchandise discounts

Performance-based incentives

Annual merit review

Employee Assistance Program

Tuition reimbursement

Job summary

Macy's is seeking a Manager, Omnichannel Operations to lead a diverse team focused on merchandise movement, fulfillment, and customer experience across At Your Service, Signing, and Merchandise Logistics. You will hire, coach, and guide staff to meet performance and behavioral goals while ensuring safe, efficient operations.

The role requires 3–5 years of retail management, heavy lifting, and a flexible schedule.

Qualifications

• Minimum High School diploma or equivalent and 3–5 years of retail management experience.

Responsibilities

• Plan and lead workload strategies for product movement logistics and fulfillment with partners to drive sales and profit.
• Direct receiving and processing of merchandise, maintaining back-of-house standards.
• Elevate Omni Customer Experience scores and meet demand metrics.
• Lead At Your Service front-of-house teams to deliver service, assist product pickup, returns, and bill payments.
• Ensure timely, safe curbside and in-store fulfillment with defined SLAs.
• Oversee return processes for non-congruent orders and abandoned BOPS/BOSS orders.
• Build cross-team relationships to improve Macy's customer experience metrics.
• Collaborate on safety, audit, RFID programs with relevant departments.
• Hire, train, coach, and manage staff; provide direction and resolve concerns.
• Work a flexible retail schedule including holidays and weekends.
• Foster an inclusive culture and support community engagement.
• Other duties as 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

POS systems

MS Office

Job description

Macy's is seeking a Manager, Omnichannel Operations to lead a diverse team focused on merchandise movement, fulfillment, and customer experience across At Your Service, Signing, and Merchandise Logistics. You will hire, coach, and guide staff to meet performance and behavioral goals while ensuring safe, efficient operations.

The role requires 3–5 years of retail management, heavy lifting, and a flexible schedule.