Manager, Omnichannel Operations

About the role

The Manager, Omnichannel Operations is essential to the growth and success of Macy's Omni customer service strategy within the At Your Service, Signing, and Merchandise Logistics areas. This role guides a diverse and inclusive team to ensure merchandise is ready for shipment or in-store pick-up, whenever and wherever the customer specifies. The Manager hires and coaches staff to manage product movement and fulfillment logistics while maintaining an engaging work environment. Additionally, this role drives sales and profit by exceeding success indicators for the Omni customer experience.

Responsibilities

• Lead and develop strategies to plan and execute workload on product movement logistics and fulfillment.
• Collaborate with various partners to manage merchandise flow and incoming receipts, driving sales and profit.
• Direct the receiving and processing of all merchandise receipts, maintaining back-of-house standards.
• Elevate the customer experience by delivering on the Omni Customer Experience score and Omni demand metrics.
• Lead and coordinate At Your Service front-of-house staff to deliver excellent customer service, support product pickup, process returns and bill payments, and flex between At Your Service and Curbside operations.
• Responsible for leading and managing the successful implementation and achievement of defined SLAs (Service Level Agreements) for Curbside Pick-Up, ensuring a safe, efficient, and punctual experience for customers.
• Manage the entire return process of abandoned BOPS/BOSS orders and non-congruent products.
• Build productive relationships with all team members to drive key measurements of Macy's customer experience.
• Collaborate with and support the Business Administration, Asset Protection, and Merchandising functions on safety, audit, and RFID programs.
• Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports.
• Establish work strategies, provide insight and decision support, and direct and manage the team to meet or exceed performance and behavioral expectations. Address and resolve concerns.
• Work a flexible retail schedule, including day, evening, holiday, and weekend shifts.
• 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.

Requirements

• Candidates with a High School diploma or equivalent are encouraged to apply.
• 3-5 years of management experience in a retail environment.
• This position requires heavy lifting, constant moving, standing, and reaching with arms and hands.