VP, Customer Care and Credit Services

Macy's; Deerfield Township (OH); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health & wellness coverage

401(k) match

Paid time off

Eight paid holidays

Tuition reimbursement

Employee assistance program

Job summary

Macy’s seeks an executive leader to transform Customer Care & Credit Services, driving service excellence and sales growth using AI, automation, analytics, and human-centered leadership. The VP will lead teams across Macy’s, Bloomingdale’s, and Bluemercury from Cincinnati with travel as required.

The ideal candidate has 10+ years in customer care leadership, a hospitality mindset, and strong cross-functional influence to deliver enterprise-wide improvements.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 10+ years of progressive leadership experience in customer care, customer experience, or related service-driven environments.
• Hospitality-centered executive focusing on customer and colleague experiences while driving operational excellence.
• Proven ability to translate strategy into measurable outcomes through collaboration and execution.

Responsibilities

• Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
• Lead transformation of customer service via AI, automation, analytics, and digital self-service.
• Oversee Macy’s, Bloomingdale’s, and Bluemercury customer care and credit operations.
• Govern BPO partnerships for service quality, cost efficiency, and alignment with CX goals.
• Foster hospitality, accountability, and continuous improvement in experiences for customers and colleagues.

Skills

Executive Leadership

Customer Experience

Hospitality Mindset

Enterprise Influence

Operational Excellence

Technology & Innovation

Data-Driven Leadership

Talent & Culture

Financial & BPO Leadership

Workforce Management

COE Leadership

Product & Business Acumen

Education

Bachelor’s degree 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.

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 Vice President, Macy’s Customer Care & Credit Services is a transformational leader at the center of how Macy’s, Bloomingdale’s, and Bluemercury serve, understand, and engage millions of customers each year. This role is an opportunity to reimagine customer care as a powerful engine for service excellence, customer insight, and sales growth using AI, automation, analytics, and human-centered leadership to make every interaction more personal, productive, and connected. The ideal leader is energized by the possibilities of AI and emerging technologies and knows how to translate that excitement into practical strategies that improve the customer experience, empower colleagues, strengthen credit and care operations, and unlock new sources of enterprise value. Leading customer care, credit services, selling, collections, and strategic BPO partnerships, this executive will build high-performing teams, modernize capabilities, and create experiences that deepen loyalty, drive operational excellence, and advance Macy’s bold new chapter strategy.

This role will be based in Cincinnati and will require domestic and international travel.

What You Will Do

• Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
• Lead the transformation and modernization of customer service capabilities through AI, automation, analytics, digital self-service, and emerging technologies.
• Oversee customer care call centers, credit service, collections, selling, and issue resolution operations across Macy’s, Bloomingdale’s and Bluemercury.
• Provide strategic leadership and governance for BPO partnerships, ensuring operational excellence, service quality, cost efficiency, and alignment with customer experience goals.
• Foster a culture of hospitality, accountability, and continuous improvement to deliver exceptional customer and colleague experiences.
• Lead a large-scale customer engagement organization, ensuring achievement of customer, operational, financial, quality, compliance, and performance objectives.
• Build, develop, and inspire high-performing leadership teams while strengthening organizational capability, colleague engagement, succession planning, and talent development.
• Establish performance management disciplines, operating rhythms, and governance frameworks that drive execution, accountability, and measurable results.
• Optimize operating models, workforce strategies, business processes, and resource allocation to enhance efficiency, scalability, and service performance.
• Partner across Credit, Digital, Stores, Technology, Finance, HR, Legal, and external organizations to drive customer experience excellence, business transformation, and enterprise-wide operational strategy.
• 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

Executive Leadership: Proven success leading large-scale, complex customer organizations, driving performance through strategic vision, strong leadership, operational discipline, and a people-first approach.

Customer Experience Strategy: Demonstrated ability to define and execute customer experience and service transformation strategies that strengthen loyalty, engagement, and business performance.

Hospitality Mindset: Passion for creating customer and colleague experiences that are welcoming, seamless, and memorable, while fostering a culture of care, respect, and service excellence.

Enterprise Influence and Partnership: Proven ability to build trusted relationships, influence senior leaders, and drive alignment across functions, brands, business units, and external partners.

Operational Excellence: Deep expertise in customer care operations, credit services, collections, workforce management, quality assurance, compliance, and continuous improvement.

Technology & Innovation: Experience leading customer service modernization through AI, automation, digital self-service, analytics, and workforce optimization technologies.

Data-Driven Leadership: Strong analytical capabilities with the ability to translate customer, operational, financial, and colleague insights into strategic priorities and measurable business outcomes.

Talent & Culture Development: Track record of building high-performing organizations, developing future leaders, engagement, and leading teams through growth, transformation, and change.

Financial & BPO Leadership: Experience managing budgets, capital investments, business cases, and strategic BPO partnerships, with accountability for service delivery, operational performance, customer outcomes, and financial results.

Workforce Management & Resource Planning: Experience leveraging workforce planning strategies, scheduling optimization, forecasting, and capacity management to drive service performance and operational efficiency.

Center of Excellence (COE) Leadership: Experience partnering with Centers of Excellence to establish best practices, standardize processes, build organizational capability, and drive enterprise-wide continuous improvement.

Product & Business Acumen: Strong understanding of retail, credit, customer care, and service operations, with the ability to connect customer needs, business goals, and operational execution.

Who You Are

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• 10+ years of progressive leadership experience in customer care, customer experience, customer center operations, selling or related service-driven environments.
• A hospitality-centered executive who creates exceptional customer and colleague experiences while driving operational excellence, business performance, and sustainable growth.
• A transformational executive who inspires high-performing teams, develops talent, drives innovation, and turns strategy into measurable outcomes through collaboration, accountability, and disciplined execution.
• 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.

Join us and help write the next chapter in our story - apply today!

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.

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