Manager, Omnichannel Operations
About The Position
The Manager, Omnichannel Operations guides a diverse and inclusive team supporting Macy’s omnichannel customer service strategy across At Your Service, Signing, and Merchandise Logistics. The role ensures merchandise is ready for shipment or in-store pickup according to customer needs, and manages product movement and fulfillment logistics while maintaining an engaging work environment. The manager also drives sales and profit by exceeding omnichannel customer experience and demand measures. The position oversees merchandise receiving and processing, back-of-house standards, front-of-house customer service, curbside pickup, returns, and bill payments. It includes managing service-level agreements for curbside pickup and the return process for abandoned BOPS/BOSS orders and non-congruent products. The manager collaborates with business administration, asset protection, merchandising, and other partners, and hires, coaches, develops, and evaluates direct and indirect reports. The role requires a flexible retail schedule, including day, evening, weekend, and holiday shifts.
Requirements
- 3–5 years of management experience in a retail environment.
- Ability to lead and develop strategies for product movement logistics and fulfillment and collaborate effectively with partners.
- Proficiency in directing merchandise receiving and processing while maintaining back-of-house standards.
- Ability to coordinate staff in customer service, product pickup, returns, and bill payments.
- Experience interviewing, hiring, training, managing, coaching, and developing direct and indirect reports.
- Clear and effective communication, writing, and presentation skills.
- Strong proficiency with Microsoft applications, computers, and handheld devices.
- Ability to collaborate effectively with customers and colleagues.
- Ability to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.
- Physical ability to perform heavy lifting and frequent movement, standing, and reaching; stand for at least two consecutive hours; lift at least 30 pounds; stoop, kneel, crouch, and climb ladders; and potentially reach above eye level.
- Close vision, color vision, depth perception, and focus adjustment.
Responsibilities
- Lead and develop strategies for planning and executing product movement logistics and fulfillment workload in collaboration with partners.
- Direct the receiving and processing of merchandise receipts and maintain back-of-house standards.
- Deliver on Omni Customer Experience scores and Omni demand metrics.
- Lead and coordinate At Your Service front-of-house staff to provide customer service, support product pickup, process returns and bill payments, and flex between At Your Service and curbside operations.
- Lead implementation and achievement of curbside pickup service-level agreements to provide 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 key 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, manage team performance, address concerns, and ensure performance and behavioral expectations are met or exceeded.
- Work a flexible retail schedule, including day, evening, holiday, and weekend shifts.
- Foster acceptance and respect and strengthen relationships with colleagues, customers, and communities.
- Perform other duties as assigned.
Benefits
- Competitive pay
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
