Customer Service Manager

Mason, OH – Afternoon, evening, and weekend availability required. Job Overview The Manager, Macy’s Digital Customer Care leads a high-performing contact center team that delivers personalized, exceptional experiences for top customers. The manager coaches and develops Digital Customer Care colleagues to achieve sales KPIs in a fast-paced, multi-channel environment. The role oversees a team that supports customers through voice and chat, executes proactive outreach, and participates in relationship‑building initiatives. The Manager, Macy’s Digital Customer Care is responsible for hiring, training, coaching, and developing an hourly Customer Care team while cultivating a culture of elevated service. The manager monitors service levels, quality, and sales metrics, provides real‑time guidance, and resolves escalated inquiries. What You Will Do Lead and oversee a team of 15–20 Customer Care colleagues in a fast‑paced, multi‑channel digital environment. Hire, train, coach, and develop colleagues to consistently exceed service and sales expectations. Cultivate a high‑performance culture that delivers exceptional, personalized service for top customers while driving upselling, cross‑selling, and achievement of sales KPIs. Monitor daily service levels, quality, and sales metrics; provide real‑time coaching, escalation support, and resolution for complex customer inquiries. Maintain effective onboarding, ongoing training, and skill development programs to ensure team confidence and proficiency. Build strong collaborative relationships and communicate regularly with cross‑functional partners (MCCS, Stores, Workforce Management, Learning & Leadership, HR, AX, and Strategy). Identify, recommend, and implement process improvements that enhance both colleague and customer experience. Lead and manage projects and initiatives that improve departmental performance, customer satisfaction, and business results. Maintain regular, dependable attendance and punctuality. 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 Team Leadership : The candidate should possess strong leadership skills to effectively manage and inspire their team, driving them towards achieving sales targets and objectives. Strategic thinking : The candidate must be able to develop and implement coaching strategies to optimize customer experience and drive performance improvements. They should be able to analyze data, identify trends, and make data‑driven decisions to enhance operations. Problem‑solving skills : The ability to identify and address service issues and challenges. The candidate should be able to think critically, analyze problems, and develop effective solutions. Effective Communication : Excellent communication skills, both verbal and written, are necessary to effectively convey information, motivate the team, and build relationships with stakeholders. Adaptability : The candidate should be adaptable and flexible, able to adjust strategies and approaches in response to changing market conditions, customer needs, and internal dynamics. Who You Are Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. 2–5 years of relevant work experience. 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. Able to travel or relocate, as needed. 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 Access the full menu of benefits offerings here. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. #J-18808-Ljbffr