• Job Description

  Req#: 54594

  Bring Your Amazing Self to Work

  At Macy's, Inc. we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. So we respect and invest in each individual to create growth, pride, and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

  Job Overview

  As the Director of Digital Experience, you will be responsible for leading a team of up to 7 direct reports and approximately 100 colleagues within Macy’s Customer and Credit Services Department: the call center servicing and selling arm for Macy’s Inc. Your primary focus will be on enhancing the customer service experience through effective leadership, coaching, and development of your team. In addition, you will be expected to provide strategic direction, implementing servicing strategies and monitoring key performance indicators.

  The ideal candidate will have strong leadership skills, the ability to motivate and inspire a diverse team, and a passion for creating outstanding digital experiences. If you are customer-centric and possess a proven track record in this field, we would love to hear from you.

  What You Will Do

  • Lead and manage a team of up to 7 direct reports and approximately 100 colleagues within a call center setting.
  • Develop and implement effective customer strategies to drive seamless customer experiences and customer retention.
  • Provide strategic direction and guidance to the team, ensuring alignment with organizational goals and objectives.
  • Monitor and analyze KPIs, identifying areas for improvement and implementing corrective actions as necessary.
  • Coach and develop team members, fostering a high-performance culture and promoting continuous learning and development.
  • Collaborate with cross-functional teams, to ensure seamless execution of customer service initiatives.
  • Stay updated on industry trends, competitors, and market conditions to identify new opportunities and stay ahead of the competition.
  • Develop and maintain relationships with key stakeholders, both internally and externally, to drive business growth and customer satisfaction.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Provide regular reports and updates to senior management on performance, forecasts, and strategic initiatives.

  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

  • We encourage anyone with a bachelor’s degree or equivalent experience in a related field to complete an application.
  • Dedicated to fulfilling ideals of diversity, inclusion, and respect that Macy’s aspires to achieve every day in every way.
  • Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. An MBA or relevant advanced degree is a plus.
  • Effective written and verbal communication skills; ability to draft reports and other communications; present to management and internal and external business partners; interpret technical documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to add, subtract, multiply, and divide all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent; draw and interpret bar graphs.
  • Ability to carry out instructions given in written, oral, and diagram form; solve problems involving several concrete variables in practical situations.
  • 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.

  What We Can Offer You

  • An inclusive, challenging, and refreshingly fun work environment
  • Competitive pay and benefits rooted in principles of equity
  • Health and Wellness Benefits across medical, dental, vision, and additional insurance
  • Retirement Savings Plan with 401k match opportunity
  • Employee Assistance Program (mental health counseling and legal/financial advice)
  • Short-term and long-term incentives, annual merit increase, merchandise discounts
  • Resources for continuous learning, career growth, and leadership development
  • 8 paid holidays
  • Paid Time Off (first year prorated depending on start date)
  • Tuition reimbursement program
  • Guild education benefit funds 100% of tuition, books, and fees in designated programs
  • Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
  • Empowerment and autonomy to perform impactful work with tangible results

  About Macy’s

  Now is an exciting time for a Macy's career as we continue to focus on creating exciting and memorable experiences for every Macy's customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your Macy's colleagues and customers.

  Bring your creativity, energy, and ideas to the Macy's team – 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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• About the company

  Macy’s, Inc. is one of the nation’s premier omni-channel fashion retailers. The company comprises three retail brands, Macy’s, Bloomingdale’s and Bluemercury. Macy’s, Inc. is headquartered in New York, New York.

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