Manager, Stores Credit Experience Manager

Macy's•Deerfield Township, OH

18h•$56,300 - $93,700•Onsite

About The Position

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

Demonstrates strong knowledge of credit operations, billing management, and regulatory compliance.
Builds trust, empowers teams, and fosters a culture of performance, empathy, and growth.
Applies balanced judgment rooted in customer care philosophy and policy understanding.
Navigates digital service platforms and multi-channel communication tools with ease.
Interprets data, trends, and performance metrics to inform decisions and improve outcomes.
Builds effective partnerships across teams with clear, professional communication.
Candidates with a High School diploma or equivalent are encouraged to apply.
2-5 years of direct experience preferred.
This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems.
Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
Able to work a flexible schedule based on department and company needs.

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

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