Manager, Digital Customer Care

Macy's • Deerfield Township, OH

9h

About The Position

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.

Requirements

• 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.
• 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.

Responsibilities

• 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.

Benefits

• competitive pay and benefits
• comprehensive health and wellness coverage and a 401(k) match to invest in your future
• paid time off and eight paid holidays
• continuous learning and leadership development
• 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: Manager