Manager, Process Improvement

Macy's

1d•Onsite

About The Position

The Manager, Process Improvement brings new and improved customer journeys to life within the contact center. The role leads a team accountable for reducing customer friction, operational inefficiency, and unnecessary complexity across end-to-end customer and colleague journeys. The Manager interviews, hires, trains, manages, coaches, and develops both direct and indirect reports. The role applies a strategic mindset, systems thinking, and data-driven insights to identify inefficiencies, design optimized processes, and deliver sustainable business outcomes.

Requirements

Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
2-4 years of experience in a related field.
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.
Project Management: Capability to manage time effectively through organized project plans, collaborate with team members, and prepare materials to support the customer journey.
Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.
Curiosity: Innate interest in how processes and systems work. Willingness to dig deep into functions to solve the asked and unasked questions.
Analytical Skills: Proficiency in collecting and analyzing data to track trends, identify opportunities, and make data-driven decisions.
Information Synthesis: Skill in gathering and synthesizing information from various sources into actionable insights and processes.
Storytelling and Communication: Excellent verbal and written communication skills for interacting with key stakeholders, drafting detailed processes, and presenting findings.
Collaboration and Influence: Ability to work independently, build and maintain strong cross-functional partnerships, and influence key stakeholders.
Attention to Detail: High level of attention to detail for composing accurate reports, interpreting instructions, and managing multiple priorities.
Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.
Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.
Technical Proficiency: Proficiency in Excel, Word, and PowerPoint.
Customer Focus: A relentless focus on the customer to ensure customer journeys align to customer needs and expectations.

Responsibilities

Create and manage project plans that deliver new or enhanced customer experiences and contact center interactions.
Identify high-friction customer and operational journeys and lead structured root-cause analyses to address systemic drivers of repeat work, escalations, errors, and inefficiencies.
Collect and analyze data, content, and existing processes to identify gaps and recommend solutions that deliver expected outcomes.
Lead cross-functional teams from intake through execution to design and implement standardized, scalable processes.
Present progress, recommendations, improvement strategies, and results with clarity and credibility to leaders and stakeholders.
Gather and synthesize information from multiple sources into actionable insights that inform and prioritize improvement initiatives.
Develop clear, compelling ROI analyses for projects and initiatives, articulating expected value relative to cost and risk.
Collaborate with internal and external stakeholders to define project scope, build timelines, assign deliverables, and track execution.
Create actionable proposals that engage leaders and secure buy-in for recommended solutions and process changes.
Serve as a subject matter expert in contact center operational processes on enterprise initiatives, advocating for positive customer and colleague outcomes.
Manage time effectively, collaborate closely with team members, and prepare materials to support multiple concurrent initiatives.
Interview, hire, train, manage, coach, develop, evaluate, and, when necessary, discipline direct reports, setting clear work strategies, providing decision support, and ensuring performance and behavioral expectations are met.
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

Comprehensive health and wellness coverage
401(k) match
Paid time off
Eight paid holidays
Continuous learning
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