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, Presidentials is responsible for interviewing, hiring, training, directing, managing, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports; leading colleagues with the guidance and best practices for customer responses to all channels; to assist customers in resolving escalated service issues received directly from Macy’s Inc CEO, Bod and Agencies; partner with key stakeholders in all customer service channels to identify customer friction points and trends; collaborate with internal teams to develop escalation, moderation and engagement strategies; monitoring daily service levels, ensuring appropriate level of coaching; reassigning functions as necessary, reporting and performing other duties as assigned.
What You Will Do
- Manage, coach, develop, evaluate, and discipline direct and indirect reports; provide developmental opportunities; plan, assign, direct, and manage work; establish strategy for work, provide insight and decision support.
- Coach and develop team to meet or exceed performance and behavioral expectations for highly escalated complaint received from Macy’s Inc CEO, BoD and agencies
- Manage projects, respond customer and business needs.
- Manage staffing and hiring requirements
- Respond to inquiries from internal and external customers.
- Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
- Regular, dependable attendance and punctuality.
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 strategies to optimize the digital 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 customer 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
- Education/Experience: High school diploma or general education degree (GED) and one to two years of experience required. Bachelor's degree from four year college or university and one to two years of related experience preferred.
- Communication Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; write routine reports and correspondence; speak effectively before groups of customers and employees of the organization.
- Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; apply concepts of basic algebra.
- Reasoning Ability: Ability to carry out instructions furnished in written, oral, and diagram form; solve problems involving several concrete variables in standardized situations.
- Physical Demands: Regularly required to sit, hear, and talk; frequently required to stand, walk, reach with hands and arms, and use hands to finger, handle, and feel.
- Other Skills: Ability to provide outstanding customer service to external and internal customers on a consistent basis; supervisory experience; computer navigation and keyboarding skills; strong knowledge of MCCS systems and Microsoft Office; strong organizational and analytical skills; ability to handle multiple tasks and be flexible; ability to work independently; ability to initiate, participate in, and complete special projects that enhance the overall performance of the department; ability to analyze data and present logical recommendations and arguments; strong communication skills; and strong motivational skills with emphasis on effective coaching conversations.
- Work Hours: Full time with the ability 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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