Manager, Omnichannel Operations

Macy's•Tukwila, WA

About The Position

The Manager, Omnichannel Operations leads Macy’s omnichannel customer service strategy across At Your Service, Signing, and Merchandise Logistics. The role guides an inclusive team in preparing merchandise for shipment or in-store pickup, managing product movement and fulfillment logistics, and delivering a strong customer experience. The manager drives sales and profit by meeting or exceeding omnichannel customer experience and demand metrics, while maintaining an engaging work environment and back-of-house standards.

Requirements

High school diploma or equivalent.
3–5 years of management experience in a retail environment.
Strong proficiency with the Microsoft suite, computers, and handheld devices.
Clear and effective communication, writing, and presentation skills.
Ability to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.
Ability to perform heavy lifting and frequent movement, standing, and reaching with arms and hands; stand for at least two consecutive hours; lift at least 30 lbs.; stoop, kneel, crouch, and climb ladders.
Ability to meet visual requirements, including close vision, color vision, depth perception, and focus adjustment; may need to reach above eye level.

Responsibilities

Plan and execute workload strategies for product movement logistics and fulfillment.
Collaborate with partners to manage merchandise flow and incoming receipts, driving sales and profit.
Direct the receiving and processing of merchandise receipts and maintain back-of-house standards.
Improve the omnichannel customer experience and meet omnichannel demand metrics.
Lead At Your Service front-of-house staff in customer service, product pickup, returns, and bill payments, and coordinate coverage between At Your Service and Curbside operations.
Manage implementation and achievement of Curbside Pick-Up service-level agreements, ensuring a safe, efficient, and punctual customer experience.
Manage the return process for abandoned BOPS/BOSS orders and non-congruent products.
Build productive relationships with team members to improve customer experience measurements.
Collaborate with and support Business Administration, Asset Protection, and Merchandising on safety, audit, and RFID programs.
Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports.
Set work strategies, provide insight and decision support, guide the team toward performance and behavioral expectations, and resolve concerns.
Work a flexible retail schedule that includes day, evening, holiday, and weekend shifts.
Foster acceptance, respect, and authentic connections with colleagues, customers, and communities.
Perform other duties as assigned.

Benefits

Competitive pay and 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 and financial advice.
Tuition reimbursement.