Manager, Stores Credit Experience Manager (Afternoon/Evening/Weekend Rotation)

Job Overview

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.

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.

Qualifications

• Credit & Customer Care Expertise: Demonstrates strong knowledge of credit operations, billing management, and regulatory compliance.
• Inspirational Leadership: Builds trust, empowers teams, and fosters a culture of performance, empathy, and growth.
• Customer-Centric Decision Making: Applies balanced judgment rooted in customer care philosophy and policy understanding.
• Digital Care Competency: Navigates digital service platforms and multi-channel communication tools with ease.
• Analytical Acumen: Interprets data, trends, and performance metrics to inform decisions and improve outcomes.
• Collaboration & Communication: Builds effective partnerships across teams with clear, professional communication.

What You Will Do

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.

Skills

• Credit & Customer Care Expertise: Demonstrates strong knowledge of credit operations, billing management, and regulatory compliance.
• Inspirational Leadership: Builds trust, empowers teams, and fosters a culture of performance, empathy, and growth.
• Customer-Centric Decision Making: Applies balanced judgment rooted in customer care philosophy and policy understanding.
• Digital Care Competency: Navigates digital service platforms and multi-channel communication tools with ease.
• Analytical Acumen: Interprets data, trends, and performance metrics to inform decisions and improve outcomes.
• Collaboration & Communication: Builds effective partnerships across teams with clear, professional communication.

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people’s lives. Join us and help write the next chapter in our story - apply today!