Omnichannel Operations Leader — Elevate Customer Experience

Macy's; Phoenix (AZ); On-site; USD 70,000 - 100,000; 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 across At Your Service, Signing, and Merchandise Logistics. You will guide product movement, fulfillment and curbside/pickup operations to optimize the Omni customer experience and profitability.

You will hire, coach, and develop staff, manage SLAs, and collaborate across departments on safety, audits, and RFID initiatives. A high school diploma and 3–5 years of retail management are expected.

Qualifications

• High School diploma or equivalent.
• 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.
• 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 customer service, support product pickup, returns and bill payments, and flex between At Your Service and Curbside operations.
• Responsible for leading and managing defined SLAs for Curbside Pick-Up, ensuring a safe, efficient, and punctual experience for customers.
• Manage the entire return process of abandoned orders and non-congruent products.
• Build productive relationships across teams to drive Macy's customer experience metrics.
• Collaborate with Business Admin, Asset Protection, and Merchandising on safety, audit, and RFID programs.
• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline reports.
• Establish work strategies and direct the team to meet performance and behavioral expectations.

Skills

Leadership

Operational Excellence

Customer Experience Focus

Team Coordination

Relationship Building

People Management

Communication

Technical Skills

Team Player

Tools

Microsoft Office

Handheld devices

Job description

Macy's is seeking a Manager, Omnichannel Operations to lead a diverse team across At Your Service, Signing, and Merchandise Logistics. You will guide product movement, fulfillment and curbside/pickup operations to optimize the Omni customer experience and profitability.

You will hire, coach, and develop staff, manage SLAs, and collaborate across departments on safety, audits, and RFID initiatives. A high school diploma and 3–5 years of retail management are expected.