Sr. Manager, Journey Optimization Solutions

Macy's•Deerfield Township, OH

About The Position

Be part of an amazing story. 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 Senior Manager, Journey Optimization Analytics delivers analytical insights into emerging customer experience trends, process improvements, and contact center optimization opportunities. The role leads operational analytics, customer experience analytics, and exploratory optimization initiatives to drive measurable impact. The Senior Manager supports enterprise-wide strategic initiatives and collaborates cross-functionally to achieve business objectives. The Senior Manager, Journey Optimization Analytics brings advanced analytics expertise, ideally within a retail or financial services contact center environment. The role demonstrates a proven track record of developing and implementing strategies that drive financial value, improve customer experience, or both.

Requirements

Advanced Analytics & Modeling: Demonstrated expertise in exploratory, diagnostic, and predictive analytics to identify drivers of customer behavior and operational performance, with the ability to translate complex analyses into measurable business impact.
End-to-End Data Management: Strong capability to source, prepare, and transform raw data; design efficient data schemas; and develop robust analytical workflows that move seamlessly from data extraction to executive-ready insights.
Strategic Thinking & Business Acumen: Proven ability to align analytical insights to enterprise strategy, identify financial and customer experience opportunities, and develop data-driven recommendations that advance organizational objectives.
Customer Experience & Contact Center Optimization: Deep understanding of customer behavior and contact center operations, with the ability to uncover trends, improve processes, and drive optimization initiatives that enhance service delivery and financial outcomes.
Insight Communication & Executive Storytelling: Exceptional ability to translate complex data into clear, concise, and compelling narratives that influence stakeholders and senior leaders across the organization.
Cross-Functional Collaboration & Influence: Demonstrated success partnering with cross-functional teams, external partners, and vendors; building strong relationships; and influencing decision-making without direct authority.
Workflow Prioritization & Delivery Management: Strong ability to manage multiple concurrent analytical workstreams, prioritize effectively in a fast-paced environment, and deliver high-quality insights with speed, accuracy, and urgency.
Technical Proficiency: Advanced SQL skills required, with preferred proficiency in R or Python; strong familiarity with analytics tools and technologies that support scalable data analysis and operational efficiency.
Candidates with a bachelor’s degree or equivalent work experience in a related field 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

3-plus years of relevant experience required.

Responsibilities

Apply advanced analytical techniques—including exploratory, diagnostic, and predictive methods—to identify the key drivers of customer behavior and operational performance.
Translate complex data into clear, compelling insight narratives that influence decision-making across the organization.
Lead multiple concurrent analytical workstreams, delivering high-impact insights on time in a fast-paced environment.
Build and maintain strong relationships with internal stakeholders, external partners, and vendors to support the execution of MCCS strategies and initiatives.
Leverage technology and analytics tools to streamline processes, improve operational efficiency, and enhance the quality and speed of insight delivery.
Identify and champion improvements to analytical processes, tools, and data infrastructure to increase team effectiveness and business impact.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

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