Manager, Omnichannel Operations

Macy's•Garden City, NY

About The Position

The Manager, Omnichannel Operations leads Macy’s At Your Service, Signing, and Merchandise Logistics areas to support its omnichannel customer service strategy. The role guides a diverse and 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 hires, coaches, and develops staff, maintains an engaging work environment, and drives sales and profit by meeting or exceeding omnichannel success measures. The manager plans and executes workload for product movement and fulfillment, collaborates with partners on merchandise flow and receipts, directs receiving and processing, and maintains back-of-house standards. The position also coordinates front-of-house At Your Service staff, supports curbside operations, pickup, returns, and bill payments, and oversees the return process for abandoned BOPS/BOSS orders and non-congruent products. It leads implementation and achievement of defined Curbside Pick-Up service-level agreements, with a focus on safe, efficient, and punctual service. The role partners with Business Administration, Asset Protection, and Merchandising on safety, audit, and RFID programs. It manages direct and indirect reports, setting work strategies and expectations, providing decision support, resolving concerns, and evaluating performance. The manager works a flexible retail schedule that may include days, evenings, weekends, and holidays. Other duties may be assigned.

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 constant moving, 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.
May need to reach above eye level.
Close vision, color vision, depth perception, and focus adjustment.

Responsibilities

Lead and develop strategies to plan and execute workload for product movement logistics and fulfillment.
Collaborate with partners to manage merchandise flow and incoming receipts in support of sales and profit.
Direct the receiving and processing of merchandise receipts and maintain back-of-house standards.
Improve the Omni Customer Experience score and meet Omni demand metrics.
Lead and coordinate At Your Service front-of-house staff in customer service, product pickup, returns, bill payments, and work between At Your Service and Curbside operations.
Lead and manage implementation and achievement of Curbside Pick-Up service-level agreements, ensuring a safe, efficient, and punctual customer experience.
Manage returns 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.
Establish work strategies, provide insight and decision support, manage the team to meet or exceed performance and behavioral expectations, and address and resolve concerns.
Foster acceptance and respect and strengthen relationships 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/financial advice
Tuition reimbursement