Manager, Omnichannel Operations

Macy's•Seatac, WA

2d•$67,560 - $112,440

About The Position

The Manager, Omnichannel Operations is essential to Macy’s omnichannel customer service strategy across At Your Service, Signing, and Merchandise Logistics. The role leads a diverse and inclusive team to ensure merchandise is ready for shipment or in-store pickup as customers specify, and drives sales and profit by exceeding omnichannel customer-experience measures. The manager hires, coaches, and develops staff responsible for product movement and fulfillment logistics while maintaining an engaging work environment. The manager plans and executes product-movement and fulfillment workloads, directs merchandise receiving and processing, coordinates customer-service and curbside operations, and oversees order returns. The role partners with other functions on safety, audits, and RFID programs, and manages direct and indirect reports to meet performance and behavioral expectations. Work is performed on a flexible retail schedule that may include day, evening, holiday, and weekend shifts.

Requirements

High school diploma or equivalent; candidates with this qualification are encouraged to apply.
3–5 years of management experience in a retail environment.
Ability to lead product-movement logistics and fulfillment strategies and collaborate with partners.
Proficiency directing merchandise receiving and processing while maintaining back-of-house standards.
Ability to coordinate customer-service staff and operations involving pickup, returns, bill payments, and curbside service.
Experience interviewing, hiring, training, managing, coaching, and developing direct and indirect reports.
Clear and effective communication, writing, and presentation skills.
Strong proficiency with the Microsoft suite, computers, and handheld devices.
Ability to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.
Physical ability to lift at least 30 pounds; stand for at least two consecutive hours; move constantly; reach with arms and hands; stoop, kneel, crouch, and climb ladders. The role may involve reaching above eye level.
Close vision, color vision, depth perception, and focus adjustment.

Responsibilities

Lead and develop strategies to plan and execute product-movement logistics and fulfillment workloads; collaborate with partners to manage merchandise flow and incoming receipts and drive sales and profit.
Direct the receiving and processing of merchandise receipts while maintaining back-of-house standards.
Elevate the customer experience by meeting 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 and 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 key Macy’s 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, direct and manage the team to meet or exceed performance and behavioral expectations, and address and resolve concerns.
Work a flexible retail schedule, including day, evening, holiday, and weekend shifts.
Foster acceptance and respect and strengthen authentic 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