Manager, Stores Credit Experience Manager

Macy's • Deerfield Township, OH

4d

About The Position

Macy’s is more than just a store. We’re a story. One that’s captured the hearts
and minds of America for more than 160 years. A story about innovations and
traditions…about inspiring stores and irresistible products…about the excitement
of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day
Parade. We’ve been part of memorable moments and milestones for countless
customers and colleagues. Those stories are part of what makes this such a
special place to work.

Job Overview

The Manager, Stores Credit Experience leads an operational team supporting
Macy’s consumer credit cardholders and retail partners. This role drives a
high-performing credit customer care team while ensuring compliance, quality,
and exceptional service. It plays a critical part in elevating credit customer
experiences, reducing friction, and strengthening operational efficiency across
channels.

Requirements

• Credit & Customer Care Expertise: Demonstrates strong knowledge of credit operations, billing management, and regulatory compliance.
• Inspirational Leadership: Builds trust, empowers teams, and fosters a culture of performance, empathy, and growth.
• Customer-Centric Decision Making: Applies balanced judgment rooted in customer care philosophy and policy understanding.
• Digital Care Competency: Navigates digital service platforms and multi-channel communication tools with ease.
• Analytical Acumen: Interprets data, trends, and performance metrics to inform decisions and improve outcomes.
• Collaboration & Communication: Builds effective partnerships across teams with clear, professional communication.
• Candidates with a High School diploma or equivalent are encouraged to apply.
• 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.

Nice To Haves

• 2-5 years of direct experience preferred.

Responsibilities

• Lead and develop a team of credit customer care professionals and a service lead to achieve performance and service goals.
• Interview, hire, coach, train, and provide regular feedback to strengthen capability, accountability, and team culture.
• Oversee credit-related inquiries, billing issues, payment concerns, and escalations while ensuring policy and regulatory compliance.
• Identify trends in customer feedback and partner cross-functionally to reduce recurring issues.
• Make customer-centered decisions balancing risk, policy, and service excellence.
• Plan and manage daily assignments to meet service level objectives.
• Resolve complex or sensitive credit issues with urgency, empathy, and sound judgment.
• Collaborate with internal partners to align processes and enhance overall customer experience.
• 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