VP, Customer Care and Credit Services

Macy's•Deerfield Township, OH

5d•$268,400 - $498,200•Onsite

About The Position

The Vice President, Macy’s Customer Care & Credit Services is a transformational leader at the center of how Macy’s, Bloomingdale’s, and Bluemercury serve, understand, and engage millions of customers each year. This role is an opportunity to reimagine customer care as a powerful engine for service excellence, customer insight, and sales growth using AI, automation, analytics, and human-centered leadership to make every interaction more personal, productive, and connected. The ideal leader is energized by the possibilities of AI and emerging technologies and knows how to translate that excitement into practical strategies that improve the customer experience, empower colleagues, strengthen credit and care operations, and unlock new sources of enterprise value. Leading customer care, credit services, selling, collections, and strategic BPO partnerships, this executive will build high-performing teams, modernize capabilities, and create experiences that deepen loyalty, drive operational excellence, and advance Macy’s bold new chapter strategy. This role will be based in Cincinnati and will require domestic and international travel.

Requirements

Proven success leading large-scale, complex customer organizations, driving performance through strategic vision, strong leadership, operational discipline, and a people-first approach.
Demonstrated ability to define and execute customer experience and service transformation strategies that strengthen loyalty, engagement, and business performance.
Passion for creating customer and colleague experiences that are welcoming, seamless, and memorable, while fostering a culture of care, respect, and service excellence.
Proven ability to build trusted relationships, influence senior leaders, and drive alignment across functions, brands, business units, and external partners.
Deep expertise in customer care operations, credit services, collections, workforce management, quality assurance, compliance, and continuous improvement.
Experience leading customer service modernization through AI, automation, digital self-service, analytics, and workforce optimization technologies.
Strong analytical capabilities with the ability to translate customer, operational, financial, and colleague insights into strategic priorities and measurable business outcomes.
Track record of building high-performing organizations, developing future leaders, engagement, and leading teams through growth, transformation, and change.
Experience managing budgets, capital investments, business cases, and strategic BPO partnerships, with accountability for service delivery, operational performance, customer outcomes, and financial results.
Experience leveraging workforce planning strategies, scheduling optimization, forecasting, and capacity management to drive service performance and operational efficiency.
Experience partnering with Centers of Excellence to establish best practices, standardize processes, build organizational capability, and drive enterprise-wide continuous improvement.
Strong understanding of retail, credit, customer care, and service operations, with the ability to connect customer needs, business goals, and operational execution.
Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
10+ years of progressive leadership experience in customer care, customer experience, customer center operations, selling or related service-driven environments.
A hospitality-centered executive who creates exceptional customer and colleague experiences while driving operational excellence, business performance, and sustainable growth.
A transformational executive who inspires high-performing teams, develops talent, drives innovation, and turns strategy into measurable outcomes through collaboration, accountability, and disciplined execution.
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

Develop and execute the vision and multi-year strategy for Customer Care, Credit Services, Selling, and BPO operations.
Lead the transformation and modernization of customer service capabilities through AI, automation, analytics, digital self-service, and emerging technologies.
Oversee customer care call centers, credit service, collections, selling, and issue resolution operations across Macy’s, Bloomingdale’s and Bluemercury.
Provide strategic leadership and governance for BPO partnerships, ensuring operational excellence, service quality, cost efficiency, and alignment with customer experience goals.
Foster a culture of hospitality, accountability, and continuous improvement to deliver exceptional customer and colleague experiences.
Lead a large-scale customer engagement organization, ensuring achievement of customer, operational, financial, quality, compliance, and performance objectives.
Build, develop, and inspire high-performing leadership teams while strengthening organizational capability, colleague engagement, succession planning, and talent development.
Establish performance management disciplines, operating rhythms, and governance frameworks that drive execution, accountability, and measurable results.
Optimize operating models, workforce strategies, business processes, and resource allocation to enhance efficiency, scalability, and service performance.
Partner across Credit, Digital, Stores, Technology, Finance, HR, Legal, and external organizations to drive customer experience excellence, business transformation, and enterprise-wide operational strategy.
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