Manager, Agent Experience

Macy's•Mason, OH

1d•$67,600 - $112,600

About The Position

The Manager, Agent Experience serves as a key partner in shaping and executing the Macy’s Credit & Customer Service (MCCS) education strategy by developing, implementing, and maintaining learning programs that support colleague performance and professional growth. This role leverages expertise in adult learning principles, instructional design, and contact center operations to create engaging, effective learning experiences that drive business results. The Manager, Agent Experience ensures consistency in training content, delivery, and learning outcomes across all business lines and geographic locations. This leader partners with cross-functional stakeholders to identify learning needs, develop scalable solutions, and continuously enhance the colleague experience through effective education and development programs. The Manager, Agent Experience also leads the recruitment, onboarding, coaching, development, and performance management of direct and indirect team members, fostering a high-performing organization that delivers impactful learning solutions and supports operational excellence.

Requirements

Adult Learning Principles: Knowledge of adult learning theories and learning methodologies that drive engagement, knowledge retention, skill development, and performance improvement.
Instructional Design: Expertise in designing and developing effective learning solutions using a variety of instructional design models, delivery methods, and learning technologies.
Contact Center Operations: Understanding of contact center processes, performance metrics, customer service standards, and operational workflows to create relevant and impactful training programs.
Content Development: Skill in creating engaging, interactive, and learner-centered training materials, including instructor-led training, e-learning, job aids, videos, and performance support tools.
Collaboration & Partnership: Ability to build productive relationships and work effectively with subject matter experts, trainers, operations leaders, and cross-functional stakeholders to identify learning needs and deliver business-focused solutions.
Learning Technology Proficiency: Experience utilizing learning management systems (LMS) and other learning technologies to manage content, monitor learner progress, measure participation, and evaluate training effectiveness.
Analytics & Measurement: Capacity to evaluate learning outcomes, analyze performance data, identify trends, and use insights to improve training effectiveness and support business objectives.
Leadership: Proven capability to recruit, develop, coach, and lead high-performing teams while fostering accountability, collaboration, innovation, and continuous improvement.
Communication Skills: Strong written, verbal, presentation, and facilitation skills with the ability to communicate complex concepts clearly and effectively to diverse audiences.
Organizational Effectiveness: Strong planning, prioritization, and project management skills with the ability to manage multiple initiatives, meet deadlines, and deliver high-quality results in a fast-paced environment.

Nice To Haves

Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
1-2 years of related experience preferred.
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.

Responsibilities

Develop and manage training curricula, learning content, and continuous education programs that support colleague performance, growth, and business objectives.
Partner with subject matter experts, trainers, operations leaders, and business stakeholders to identify learning needs, address content gaps, and improve training effectiveness.
Design and deliver engaging learning solutions, including instructor-led training, e-learning modules, job aids, videos, performance support tools, and other multimedia resources.
Ensure training programs and materials align with business goals, regulatory requirements, customer service standards, and contact center best practices.
Establish and maintain a structured content governance process to ensure learning materials remain accurate, current, relevant, and effective.
Leverage learning management systems (LMS) and other learning technologies to administer content, monitor learner progress, measure participation, and report on training outcomes.
Facilitate train-the-trainer sessions and provide ongoing coaching and support to ensure consistent, high-quality program delivery across training teams.
Measure learning effectiveness through assessments, participant feedback, operational performance metrics, and business results; use insights to continuously improve training programs and content.
Stay informed on emerging trends, technologies, and best practices in adult learning, instructional design, learning technologies, and workforce development.
Lead, coach, and develop direct and indirect reports by providing clear direction, performance feedback, developmental opportunities, and strategic guidance while fostering a high-performing, collaborative team culture.
Set team priorities, allocate resources, support decision-making, and hold team members accountable for achieving performance objectives and behavioral expectations.
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.

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