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 Manager, Macy’s Digital Customer Care leads a high-performing contact center team that delivers personalized, exceptional experiences for top customers. The manager coaches and develops Digital Customer Care colleagues to achieve sales KPIs in a fast-paced, multi-channel environment. The role oversees a team that supports customers through voice and chat, executes proactive outreach, and participates in relationship-building initiatives.
The Manager, Macy’s Digital Customer Care is responsible for hiring, training, coaching, and developing an hourly Customer Care team while cultivating a culture of elevated service. The manager monitors service levels, quality, and sales metrics, provides real-time guidance, and resolves escalated inquiries.
What You Will Do
- Lead and oversee a team of 15–20 Customer Care colleagues in a fast-paced, multi-channel digital environment.
- Hire, train, coach, and develop colleagues to consistently exceed service and sales expectations.
- Cultivate a high-performance culture that delivers exceptional, personalized service for top customers while driving upselling, cross-selling, and achievement of sales KPIs.
- Monitor daily service levels, quality, and sales metrics; provide real-time coaching, escalation support, and resolution for complex customer inquiries.
- Maintain effective onboarding, ongoing training, and skill development programs to ensure team confidence and proficiency.
- Build strong collaborative relationships and communicate regularly with cross-functional partners (MCCS, Stores, Workforce Management, Learning & Leadership, HR, AX, and Strategy).
- Identify, recommend, and implement process improvements that enhance both colleague and customer experience.
- Lead and manage projects and initiatives that improve departmental performance, customer satisfaction, and business results.
- Maintain regular, dependable attendance and punctuality.
- 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
Team Leadership: The candidate should possess strong leadership skills to effectively manage and inspire their team, driving them towards achieving sales targets and objectives.
Strategic thinking: The candidate must be able to develop and implement coaching strategies to optimize customer experience and drive performance improvements. They should be able to analyze data, identify trends, and make data-driven decisions to enhance operations.
Problem-solving skills: The ability to identify and address service issues and challenges. The candidate should be able to think critically, analyze problems, and develop effective solutions.
Effective Communication: Excellent communication skills, both verbal and written, are necessary to effectively convey information, motivate the team, and build relationships with stakeholders.
Adaptability: The candidate should be adaptable and flexible, able to adjust strategies and approaches in response to changing market conditions, customer needs, and internal dynamics.
Who You Are
- Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 2-5 years of relevant work experience.
- Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
- Able to work a flexible schedule based on department and company needs.
- Able to travel or relocate, as needed.
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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