Director Brand Operations

based on job, location, and schedule

About the role

The ideal Director, Brand Operations candidate is a highly collaborative, analytical, and brand-focused operator who will serve as the primary connection point between Supply Chain and the Bloomingdale’s brand. This person should bring strong knowledge of fulfillment, customer delivery, inventory management, and returns, with the ability to manage service-level performance data, identify operational opportunities, and proactively minimize risk. They need to be confident presenting to executive-level leaders, effectively influencing decisions, communicating complex operational insights, and building alignment across key stakeholders.

Macy’s, Inc. is transforming how products move through our network. As part of our Bold New Chapter strategy, we are simplifying and modernizing end-to-end operations to better serve our customers. Our new omnichannel fulfillment center in China Grove, NC is the largest and most advanced distribution center in the Macy’s, Inc. Supply Chain Network, designed to get orders out the door and into customers’ hands faster than ever.

In this role, you will report to our Senior Facility Director, who leads the overall China Grove operation. This is a newly created Director-level role designed to strengthen the connection between Bloomingdale’s and Supply Chain operations and currently has no direct reports.

Responsibilities

• Serve as the primary Supply Chain liaison between Bloomingdale’s and the China Grove Customer Fulfillment Center, ensuring seamless alignment on priorities, service expectations, execution, and performance.
• Champion the Bloomingdale’s brand and customer experience within the fulfillment operation, ensuring service, presentation, quality, and operational decisions support brand expectations.
• Own the end-to-end Bloomingdale’s fulfillment performance narrative for China Grove, connecting operational performance, customer impacts, emerging risks, and corrective actions into a clear view for Supply Chain and brand leadership.
• Drive visibility to fulfillment performance through analytics, reporting, and actionable insights, proactively identifying risks and operational opportunities.
• Partner cross-functionally with Supply Chain, Transportation, Inventory Planning, Technology, Merchant, and other key teams to support reliable and efficient customer delivery.
• Partner with Inventory Management and ICQA teams to identify and resolve inventory availability, accuracy, and systemic issues that could negatively impact fulfillment, customer experience, or financial performance.
• Lead problem resolution for complex fulfillment issues, balancing customer service, speed, quality, and cost outcomes.
• Lead cross-functional root-cause analysis for customer experience defects, including packaging, item condition, order accuracy, returns, and refunds, and drive sustainable corrective actions that prevent repeat issues.
• Leverage data, process improvement, and industrial engineering principles to enhance fulfillment efficiency, throughput, quality, and scalability.
• Partner with Macy’s, Bloomingdale’s, and future brand stakeholders within the fulfillment center to protect the customer experience during peak and non-peak periods.
• Ensure service-level adherence and continuous improvement through performance reviews, root-cause analysis, corrective action plans, and disciplined follow-through.
• Anticipate emerging business needs and establish leading indicators and proactive alerting mechanisms to identify service, inventory, quality, and operational risks before they create customer or financial impact.
• Maintain disciplined follow-through across cross-functional commitments, ensuring actions, owners, timing, and expected outcomes are clearly defined, communicated, and driven through resolution.
• Champion collaboration, accountability, and disciplined execution across internal teams and brand partners.
• Support long-term fulfillment capability development while enabling day-to-day operational excellence.
• Collaborate with Vendor Compliance to ensure seamless merchandise flow through operations, supporting improved speed, inventory accuracy, and service.
• Foster an environment of acceptance and respect that strengthens relationships and ensures authentic connections with colleagues, customers, and communities.
• Synthesize complex operational issues into concise executive-level updates, clearly articulating customer and financial impact, root cause, actions, risks, tradeoffs, and recommendations for Supply Chain executives, brand leadership, and Steering Committee forums.

Requirements

• Advanced analytical and structured problem-solving capability – Ability to leverage data, process improvement, and industrial engineering principles to identify root causes, evaluate tradeoffs, and drive sustainable operational improvements.
• Strong fulfillment and inventory management knowledge – Demonstrated understanding of fulfillment operations, inventory accuracy and availability, customer delivery, returns, and the operational dependencies that influence customer experience.
• Strong judgment and prioritization skills – Capable of navigating ambiguity, balancing competing demands, anticipating business needs, and making effective tradeoff decisions.
• Influence without authority – Ability to drive alignment, accountability, and execution across Operations, Engineering, Inventory, Transportation, Technology, Merchant, and brand partners without direct reporting relationships.
• Exceptional written and verbal communication skills – Ability to translate complex operational issues into clear, concise, and actionable insights for diverse audiences, including senior executives.
• Collaborative leadership mindset – Builds trust-based partnerships across Bloomingdale’s, China Grove, and the broader Macy’s, Inc. organization while maintaining strong ownership and follow-through.
• Highly organized, detail-oriented, and responsive – Maintains visibility to multiple priorities, commitments, and risks while ensuring timely communication and disciplined execution.
• Ability to lead through change – Comfortable operating in an evolving environment, anticipating changing business requirements and helping cross-functional teams navigate change effectively.
• Comfort operating in a high-visibility, fast-paced fulfillment environment – Maintains composure, urgency, and focus amid changing priorities and complex operational challenges.
• Customer-centric and brand-focused mindset – Champions Bloomingdale’s service, presentation, quality, and luxury customer experience standards within operational decisions.
• Service recovery management – Leads investigation and resolution of packaging, accuracy, inventory, returns, refund, and other customer experience defects while driving permanent solutions that eliminate repeat issues.
• Proactive risk management – Uses leading indicators, operational data, and business insights to anticipate issues and minimize customer, service, and financial risk.
• Systems proficiency – Familiarity with Microsoft Suite, including advanced Excel skills, Tableau, SQL, Warehouse Management Systems, Labor Management Systems, and related fulfillment technologies.

Qualifications

Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply.

This position requires heavy lifting, constant moving, standing, and reaching with arms and hands. Involves standing for at least two consecutive hours, lifting at least 50 lbs, stooping, kneeling, crouching, and climbing ladders. May involve reaching above eye level.

Requires close vision, color vision, depth perception, and focus adjustment.

Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on department and company needs.

Benefits

• Competitive pay and benefits.
• Comprehensive health and wellness coverage.
• 401(k) match to invest in your future.
• Paid time off and eight paid holidays.
• Continuous learning and leadership development opportunities.
• Colleague Resource Groups for community building.
• Volunteer opportunities.

Pay

$98,900 - $164,800 Annually