Head of Operations Management (m/w/d)

Be part of an amazing story Macy’s is more than just a store. A story about innovations and traditions…about inspiring stores and irresistible products…about 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. 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.
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. 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
Leadership : Ability to lead and develop strategies for product movement logistics and fulfillment, collaborating effectively with partners to drive sales and profit
Operational Excellence : Proficiency in directing the receiving and processing of merchandise receipts while maintaining back-of-house standards
Customer Experience Focus : Dedication to elevating the Omni Customer Experience score and meeting Omni demand metrics
Skill in coordinating At Your Service front-of-house staff to deliver exceptional customer service and manage product pickup, returns, and bill payments
Relationship Building : Capability to build productive relationships across teams to enhance Macy's customer experience metrics
People Management : Experience in interviewing, hiring, training, managing, coaching, and developing direct and indirect reports to achieve performance and behavioral expectations
Technical Skills : Strong proficiency in the Microsoft suite, computers, and handheld devices
Energetic team member who collaborates effectively with customers and colleagues
Candidates with a High School diploma or equivalent are encouraged to apply.
~3-5 years of management experience in a retail environment.

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

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. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.
Performance-based incentives
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement
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!