Director, Customer Experience

Macy's • China Grove, NC

16h • $98,900 - $164,800 • Onsite

About The Position

The Principal, Customer Experience, based in our China Grove Fulfillment Center serves as the primary liaison between luxury partners and the China Grove Customer Fulfillment Center. This role ensures strong operational alignment, prioritization, and visibility across fulfillment activities while safeguarding the luxury customer experience. Leveraging industrial engineering, analytics, and cross‑functional collaboration, this leader will partner with Macy’s, Bloomingdale’s and any future luxury stakeholders to drive performance insights and deliver sustainable improvements that support service excellence and growth.

Requirements

• Advanced analytical and industrial engineering expertise with the ability to apply data‑driven, structured problem‑solving to complex fulfillment challenges.
• Strong judgment and prioritization skills, capable of navigating ambiguity, balancing competing demands, and making effective tradeoff decisions.
• Influence without authority, driving alignment and execution across operations, engineering, inventory, transportation, and merchant partners.
• Exceptional written and verbal communication skills, with the ability to translate complex operational issues into clear, actionable insights for diverse audiences.
• Collaborative leadership mindset, building trust‑based partnerships across Bloomingdale’s and China Grove teams.
• Comfort operating in a high‑visibility, fast‑paced fulfillment environment, maintaining composure and focus amid constant change and urgency.
• Customer‑centric mindset – Champions Bloomingdale’s service, presentation, and quality standards within operational decisions.
• Service recovery management – Leads investigation and resolution of packaging, accuracy, returns defects, and refund delays. Pushes for permanent fixes that eliminate repeat customer issues
• Systems Proficiency – Familiarity with Microsoft Suite, including advanced excel skills, Tableau, SQL, Warehouse and Labor Management Systems.

Nice To Haves

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.

Responsibilities

• Act as the primary liaison between luxury partners and the China Grove Customer Fulfillment Center, ensuring seamless alignment on priorities, execution, and performance.
• Drive visibility to fulfillment performance through analytics, reporting, and actionable insights, proactively identifying risks and opportunities.
• Partner cross‑functionally with supply chain, transportation, inventory planning, technology, and merchant teams to support reliable, efficient customer delivery.
• Lead problem resolution for complex fulfillment issues, balancing service, speed, and cost outcomes.
• Lead cross‑functional root‑cause analysis for customer experience defects (packaging, item condition, order accuracy, returns/refunds) and drive sustainable corrective actions.
• Leverage industrial engineering and process improvement principles to enhance fulfillment efficiency, throughput, and scalability.
• Partner with Macy’s, Bloomingdale’s and any future luxury stakeholders within the fulfillment center to protect the luxury customer experience during peak and non‑peak periods.
• Ensure service level adherence and continuous improvement through performance reviews, root‑cause analysis, and corrective action plans.
• Champion collaboration, accountability, and disciplined execution across internal teams and external partners.
• Support long‑term fulfillment capability development while enabling day‑to‑day operational excellence.
• Collaborate with Vendor Compliance to ensure seamless merchandise flow through operations, supporting improved speed and service.
• Establish proactive alerting mechanisms to prevent operational disruptions before customer or financial impact.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• Prepare and present Supply Chain Executive updates and Steering Committee materials, framing issues, tradeoffs, and recommendations for senior decision makers.

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off
• Eight paid holidays
• Continuous learning and leadership development
• Colleague Resource Groups
• Volunteer opportunities
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree