Manager, Agent Experience

Manager, Agent Experience

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 traditionsabout inspiring stores and irresistible productsabout 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 Manager, Agent Experience serves as a key partner in shaping and executing the Macy's Credit & Customer Service (MCCS) education strategy by developing, implementing, and maintaining learning programs that support colleague performance and professional growth. This role leverages expertise in adult learning principles, instructional design, and contact center operations to create engaging, effective learning experiences that drive business results.

The Manager, Agent Experience ensures consistency in training content, delivery, and learning outcomes across all business lines and geographic locations. This leader partners with cross-functional stakeholders to identify learning needs, develop scalable solutions, and continuously enhance the colleague experience through effective education and development programs.

The Manager, Agent Experience also leads the recruitment, onboarding, coaching, development, and performance management of direct and indirect team members, fostering a high-performing organization that delivers impactful learning solutions and supports operational excellence.

What You Will Do

• Develop and manage training curricula, learning content, and continuous education programs that support colleague performance, growth, and business objectives.
• Partner with subject matter experts, trainers, operations leaders, and business stakeholders to identify learning needs, address content gaps, and improve training effectiveness.
• Design and deliver engaging learning solutions, including instructor-led training, e-learning modules, job aids, videos, performance support tools, and other multimedia resources.
• Ensure training programs and materials align with business goals, regulatory requirements, customer service standards, and contact center best practices.
• Establish and maintain a structured content governance process to ensure learning materials remain accurate, current, relevant, and effective.
• Leverage learning management systems (LMS) and other learning technologies to administer content, monitor learner progress, measure participation, and report on training outcomes.
• Facilitate train-the-trainer sessions and provide ongoing coaching and support to ensure consistent, high-quality program delivery across training teams.
• Measure learning effectiveness through assessments, participant feedback, operational performance metrics, and business results; use insights to continuously improve training programs and content.
• Stay informed on emerging trends, technologies, and best practices in adult learning, instructional design, learning technologies, and workforce development.
• Lead, coach, and develop direct and indirect reports by providing clear direction, performance feedback, developmental opportunities, and strategic guidance while fostering a high-performing, collaborative team culture.
• Set team priorities, allocate resources, support decision-making, and hold team members accountable for achieving performance objectives and behavioral expectations.
• 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.

Skills You Will Need

Adult Learning Principles: Knowledge of adult learning theories and learning methodologies that drive engagement, knowledge retention, skill development, and performance improvement.

Instructional Design: Expertise in designing and developing effective learning solutions using a variety of instructional design models, delivery methods, and learning technologies.

Contact Center Operations: Understanding of contact center processes, performance metrics, customer service standards, and operational workflows to create relevant and impactful training programs.

Content Development: Skill in creating engaging, interactive, and learner-centered training materials, including instructor-led training, e-learning, job aids, videos, and performance support tools.

Collaboration & Partnership: Ability to build productive relationships and work effectively with subject matter experts, trainers, operations leaders, and cross-functional stakeholders to identify learning needs and deliver business-focused solutions.

Learning Technology Proficiency: Experience utilizing learning management systems (LMS) and other learning technologies to manage content, monitor learner progress, measure participation, and evaluate training effectiveness.

Analytics & Measurement: Capacity to evaluate learning outcomes, analyze performance data, identify trends, and use insights to improve training effectiveness and support business objectives.

Leadership: Proven capability to recruit, develop, coach, and lead high-performing teams while fostering accountability, collaboration, innovation, and continuous improvement.

Communication Skills: Strong written, verbal, presentation, and facilitation skills with the ability to communicate complex concepts clearly and effectively to diverse audiences.

Organizational Effectiveness: Strong planning, prioritization, and project management skills with the ability to manage multiple initiatives, meet deadlines, and deliver high-quality results in a fast-paced environment.

Who You Are

• Candidates with a bachelor's degree or equivalent work experience in a related field are encouraged to apply. 1-2 years of related experience preferred.

• 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.

What We Can Offer You

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.

Some additional benefits we offer include:

• Merchandise discounts

• Performance-based incentives

• Annual merit review

• Employee Assistance Program with mental health counseling and legal/financial advice

• Tuition reimbursement

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!

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.