Manager, Payment Disputes & Consumer Credit

Macy's • Deerfield Township, OH

5d

About The Position

The Manager, Payment Disputes & Consumer Credit oversees operational teams that support Macy’s and Bloomingdale’s credit cardholders by resolving payment disputes and consumer credit inquiries. The role ensures efficient service delivery through strong leadership, data‑driven decision-making, and a focus on customer satisfaction. This leader advances servicing strategies that strengthen performance, customer experience, and operational excellence.

Requirements

• Team Leadership: Guides teams with clarity and confidence to achieve strong performance and high engagement.
• Strategic Thinking: Uses data and insights to design coaching strategies that elevate customer experience and operational results.
• Problem Solving: Evaluates issues quickly and develops effective, practical solutions.
• Effective Communication: Conveys information clearly to motivate teams and build strong cross-functional partnerships.
• Adaptability: Adjusts strategies and approaches to meet evolving customer needs and business priorities.
• Candidates with a High School diploma or equivalent are encouraged to apply.
• 2-5 years of relevant 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.

Responsibilities

• Lead, coach, and manage a team of approximately 20–25 colleagues within a customer care call center environment.
• Develop team capabilities to strengthen service quality and customer retention.
• Provide coaching and guidance to ensure alignment with organizational objectives.
• Monitor and analyze KPIs, identifying improvement opportunities and implementing corrective actions.
• Foster a high‑performance culture that supports continuous learning and development.
• Stay informed on industry trends, competitor activity, and market conditions to identify new opportunities.
• Build and maintain effective relationships with internal and external stakeholders.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Prepare and deliver reports and performance updates to senior leadership.
• 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

• Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.
• 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
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees