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Manager, Omni Operations



Pittsburgh, PA, USA
Posted on Tuesday, June 11, 2024
Are you ready to bring your amazing self to work?

At Macy's, Inc., we're on a mission to create a brighter future with bold representation for all. This is our Mission Every One. We know that each person here is unique. We respect and invest in each individual to create growth, pride and satisfaction. If we are able to bring our whole selves to work, it translates into a more abundant and wider array of ideas and energy for all to benefit from. Our success will be built on amazing colleagues, working together.

Job Summary

As an Omni Operations Manager your experience and guidance is essential to the growth and success of Macy's Omni customer service strategy within the At Your Service, Signing and Merchandise Logistics areas. You will guide a diverse and inclusive team through all the details to ensure merchandise is ready for shipment or in-store pick-up, whenever and wherever the customer specifies. You will hire and coach staff to manage the logistics of product movement and fulfillment and maintain an engaging work environment that motivates your team. You will also help drive sales and profit and your own career goals by exceeding the success indicators for the Omni customer experience.

What We Can Offer You

  • An inclusive, challenging, and refreshingly fun work environment
  • Empowerment to perform impactful work with tangible results
  • Coverage across medical, dental, vision, and retirement
  • Employee Assistance Program (mental health and financial literacy resources)
  • Fully-Funded education benefits may include 100% of tuition, books, and fees
  • Short-term incentive, annual merit, merchandise discounts
  • Colleague Resource Groups (CRGs), give-back/volunteer opportunities

What You Will Do

  • Lead and develop strategies and plan/execute workload on product movement logistics and fulfillment; work with various partners to manage merchandise flow and incoming receipts to drive sales and profit
  • Direct the receiving and processing of all merchandise receipts; maintain back-of-house standards
  • Elevate 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 strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address and resolve concerns
  • Work a flexible retail schedule: day, evening, holidays, and weekends

Who You Are

  • 3 to 5+ years of management experience in a department or retail store
  • A consistently clear and effective communicator, writer, and presenter
  • Strong in the Microsoft suite, computers, and handheld devices in general
  • An energetic team member who works well with customers and colleagues

Physical Requirements You Will Perform

  • Talk, hear, and use hands to press, handle, and feel
  • Frequently maintain a stationary position, walk, reach with hands and arms
  • Occasionally required to lift and/or move up to 50 lbs., climb ladders, stoop, kneel, crouch, and crawl
  • Requires close vision, color vision, and ability to adjust focus.

About Macy's

Now is an exciting time for a Macy’s career as we continue to focus on creating exciting and memorable experiences for every Macy’s customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career, and make a difference to your Macy’s colleagues and customers.

Bring your creativity, energy, and ideas to the Macy's team – Apply Today!

This job description is not all-inclusive and may not apply to colleagues covered by a collective bargaining agreement. 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.


This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.